Desktop Support Engineer

C4 Therapeutics - Watertown, MA

Watertown, MA

Professional, Scientific, and Technical Services

About the position

C4 Therapeutics (C4T) (Nasdaq: CCCC) is a clinical-stage biopharmaceutical company dedicated to delivering on the promise of targeted protein degradation science to create a new generation of medicines that transforms patients' lives. C4T is progressing targeted oncology programs through clinical studies and leveraging its TORPEDO platform to efficiently design and optimize small-molecule medicines to address difficult-to-treat diseases. C4T's degrader medicines are designed to harness the body's natural protein recycling system to rapidly degrade disease-causing proteins, offering the potential to overcome drug resistance, drug undruggable targets and improve patient outcomes. For more information, please visit www.c4therapeutics.com. We are looking for a skilled Desktop Support Engineer to join our IT team. This multi-faceted role allows you to be a primary point of contact and support for end users across C4 Therapeutics while also continuing to develop the skills that will allow you the opportunity to take on a variety of systems administration tasks. You will utilize your strong problem-solving skills, excellent communication, and the ability to deliver technical solutions to meet and improve the end-user experience.

Responsibilities

• Provide 1st and 2nd level technical support to end-users as part of an IT team
• Troubleshoot hardware, software, and basic network-related issues on desktops, laptops, mobile devices, and peripherals
• Resolve incidents and service requests within agreed service-level agreement (SLA) timelines
• Install, configure, and maintain standard software applications for end users
• Maintain and configure user device settings, policies, and relevant automations using related technologies of Microsoft Intune and Group Policy
• Manage deployment, packaging, updates, integration, and migration of corporate applications via Microsoft Intune
• Monitor automatic system upgrades, patches, and security updates and overall device health to ensure compliance with IT policies
• Lifecycle asset management of corporate devices from deployment using tools like MDT and Intune including inventory tracking and retirement
• Operational support with basic email filter (Mimecast) rules and blocklist adds and removals
• Operational support with cloud-based collaboration platforms such as Zoom and Teams
• Administer user accounts, groups, permissions, access rights, and troubleshooting access issues in Active Directory and Entra ID
• Support users and troubleshoot issues with BYOD related processes such as multi-factor authentication (MFA) registration and personal mobile device management (MDM) enrollment
• Operational support with SharePoint focused on permission management, access troubleshooting, and site creation
• Coordinate and collaborate on ongoing work activities via support ticketing system
• Maintain detailed documentation of all support activities, solutions, and configurations
• Prepare reports on IT incidents, service requests, and performance metrics
• Develop and update knowledge base articles for end-user self-service
• Assist in IT projects, such as hardware rollouts, software deployments, and office moves
• Other responsibilities as needed or appropriate

Requirements

• A minimum of three years of relevant end user support experience, including experience with Windows, Microsoft 365 and InTune
• Familiarity with some combination of the following: Microsoft Cloud Suite including Intune, Entra ID, Exchange, and SharePoint
• Active Directory and related features such as Group Policies
• Application packaging and lifecycle management
• PowerShell scripting language
• Email spam filtering service operational basics
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
• Demonstrated history of utilizing strong communication, interpersonal skills, and independent and collaborative problem-solving skills to provide high quality service to end users

Nice-to-haves

• Relevant education or industry certification such as: Microsoft Certified: Modern Desktop Administrator, CompTIA A+, ITIL Foundation, or similar