Senior Desktop Support Specialist

Intellia Therapeutics, Inc.•Cambridge, MA

6d•Onsite

About The Position

Why Join Intellia? Our mission is to develop curative genome editing treatments that can positively transform the lives of people living with severe and life-threatening diseases. Beyond our science, we live our four core values: One, Explore, Disrupt, Deliver and feel strongly that you can achieve more at Intellia. We have a single-minded determination to excel and succeed together. We believe in the power of curiosity and pushing boundaries. We welcome challenging thoughts and imagination to develop innovative solutions. And we know that patients are counting on us to make the promise a reality, so we must maintain high standards and get it done. We want all of our people to go beyond what is possible. We aren’t constrained by typical end rails, and we aren’t out to just “treat” people. We’re all in this for something more. We’re driven to cure and motivated for change. Just imagine the possibilities of what we can do together. How You Will Achieve More: This role directly reports to Intellia’s Director, IT Operations and works closely with all areas of the organization as well as the Company’s vendors. The Senior Desktop Support Specialist will provide L2/L3 escalation desktop support and problem resolution for Intellia’s office and laboratory systems. The Senior Desktop Support Specialist will respond to break/fix requests for technical support and assistance for all workstations, laptops, peripherals and software applications.

Requirements

Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent customer service skills.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Strong analytical and problem-solving skills.
Ability to prioritize tasks and to delegate them when appropriate.
Ability to function well in a high-paced and at times stressful environment.
Must have experience in Windows 10/11, Office365, Entra ID, Microsoft Intune, Microsoft Teams and calling, Jamf and common antivirus tools
Bachelor’s degree or equivalent experience
3-4 years of experience with Desktop support.
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 20 pounds at times.
Walk couple of miles between buildings

Nice To Haves

Experience in Life Sciences industry a plus.

Responsibilities

Identify and remediate trends with ongoing issues and problems.
Triage and assign tickets in the Helpdesk queue.
Level 2/3 escalation for the desktop support team to troubleshoot complex tickets and issues.
Place orders as needed and maintain hardware and software inventories.
Provide escalation support for end-user support for computers running Windows 10/11 and Mac OS and ensure that break/fix tickets are resolved according to Intellia’s defined Service Level Agreements.
Perform software and hardware installations and upgrades as needed.
Documents, tracks, and handles helpdesk calls and/or escalate problems when necessary.
Responsible for weekly and monthly maintenance tasks on lab workstations and ensures critical data is being backed up and/or synchronized to network resources.
Troubleshoot print, copy, and scanner issues, escalating calls to support vendors when necessary
Recruit, interview, hire, and train new contingent workers in the team
Oversee the daily workflow of the group and assign tickets and task/projects to the team
Provide ongoing coaching, mentoring, and development for the contingent workers