Desktop Support Engineer

Cloudious - Raynham, MA

Full-time

Raynham, MA

Administrative and Support Services

About the position

The Desktop Support Engineer role focuses on providing Level 2 support for MLL systems and connected peripherals in a life sciences manufacturing environment. This position requires a strong understanding of IT support within regulated industries, particularly in healthcare and life sciences, ensuring compliance with quality processes and IT standards.

Responsibilities

• Provide on-site Level 2 support for MLL systems and connected peripherals.
• Diagnose and resolve hardware, software, and network-related issues in manufacturing, distribution, and R&D environments.
• Adhere to GxP guidelines, SOPs, Work Instructions, and security policies.
• Utilize ITIL principles in IT Service Management to manage incidents, problems, and changes effectively.
• Support systems behind firewalls and coordinate with network and security teams for troubleshooting.
• Apply critical thinking skills to analyze complex problems and implement effective resolutions.
• Maintain a broad understanding of the enterprise IT environment, including Active Directory and cloud services.
• Contribute to and maintain comprehensive documentation of MLL systems and support procedures.
• Assist in tracking and management of MLL assets, including hardware and software.
• Participate in continuous improvement initiatives to optimize processes and enhance user experience.

Requirements

• Bachelor's degree in information technology, Computer Science, or a related field preferred.
• 3-5 years of experience in IT support, focusing on Level 2 support in OT environments within regulated industries.
• Proficiency in Windows operating systems, especially in environments connected to laboratory or manufacturing equipment.
• Strong understanding of network principles and managing systems behind firewalls.
• Experience with ITSM tools, preferably ServiceNow, and following ITIL processes.
• Relevant certifications such as CompTIA A+, Microsoft Certified: Windows Server, ITIL Foundation are highly desirable.

Nice-to-haves

• Experience in pharmaceutical or medical device industries.
• Knowledge of GxP and working in a controlled, highly regulated environment.