<p>Kiniksa is a biopharmaceutical company focused on discovering, acquiring, developing and commercializing therapeutic medicines for patients suffering from debilitating diseases with significant unmet medical need. The company is advancing a pipeline of immune-modulating, clinical-stage product candidates that are based on strong biologic rationale or validated mechanisms, target underserved conditions and offer the potential for differentiation.</p> <p>We are seeking a highly motivated and experienced Desktop Support Engineer to join our growing IT team. In this role, you will be responsible for providing technical support to end-users, ensuring the smooth operation of their desktop systems and related peripherals. Experience in an FDA-regulated environment is highly desirable. You will troubleshoot hardware and software issues, install and configure software, and provide excellent customer service.</p> <p>Key Responsibilities:</p> <p>End-User Support:</p> <ul> <li>Provide first-level technical support to end-users via phone, email, and in-person. </li><li>Diagnose and resolve hardware and software issues for desktops, laptops, printers, and other peripherals. </li><li>Assist users with password resets and account management. </li></ul> <p>Software Installation and Configuration:</p> <ul> <li>Install and configure operating systems, applications, and other software. </li><li>Manage software licenses and updates. </li><li>Ensure software compliance with company policies and regulatory requirements. </li></ul> <p>Hardware Maintenance and Repair:</p> <ul> <li>Perform basic hardware maintenance and repairs, including replacing components like hard drives, RAM, and video cards. </li><li>Coordinate with vendors for warranty repairs and replacements. </li></ul> <p>Documentation and Asset Management:</p> <ul> <li>Maintain accurate records of hardware and software inventory. </li><li>Document troubleshooting steps and solutions in a knowledge base. </li><li>Assist with the procurement and deployment of new hardware and software. </li></ul> <p>Compliance within a Regulated Environment:</p> <ul> <li>Adhere to all relevant company policies and procedures, especially those related to data security and compliance within an FDA-regulated environment (e.g., 21 CFR Part 11). </li><li>Assist in audits related to desktop systems and user access. </li><li>Other duties as assigned. </li></ul> <p>Qualifications:</p> <ul> <li>Education: Associate's degree in Computer Science, Information Systems, or a related field, or equivalent experience. Bachelor's degree preferred. </li><li>Experience: 3+ years of experience as a Desktop Support Engineer. </li><li>Industry Knowledge: Experience working in a regulated environment, preferably within the pharmaceutical, biotech, or medical device industry with familiarity with FDA 21 CFR Part 11 and other relevant regulations. </li><li>Technical Skills: </li><li>Strong knowledge of Windows operating systems (Windows 10/11, Mac OS is a plus). </li><li>Proficiency in installing and troubleshooting software applications. </li><li>Familiarity with AD/Azure AD, Intune including AutoPilot, O365 Applications, Okta, Jamf & Zoom Workplace. </li><li>Experience with ticketing systems (FreshService). </li><li>Experience managing support escalations with 3rd parties including HP and Lenovo. </li><li>Basic understanding of networking concepts (TCP/IP, DNS, DHCP). </li></ul> <p>Certifications: Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.</p> <p>Other Skills:</p> <ul> <li>Excellent customer service and communication skills. </li><li>Strong problem-solving and troubleshooting skills. </li><li>Ability to work independently and as part of a team. </li><li>Ability to prioritize and manage multiple tasks effectively. </li><li>Ability to lift and move computer equipment and boxes of supplies weighing up to 30lbs as needed </li></ul>