Contract: IT Helpdesk Engineer Level 2

IT Helpdesk Engineer Level 2

About PharmaEssentia: It's not often you get the chance to make a real impact on the lives of others, while expanding your own possibilities. You'll find that rare opportunity at PharmaEssentia. Join us, and let's transform lives, together. PharmaEssentia Corporation is a rapidly growing biopharmaceutical innovator. We are leveraging deep expertise and proven scientific principles to deliver effective new biologics for challenging diseases in the areas of hematology and oncology, with one product approved and a diversifying pipeline. We believe in the potential to improve both health and quality of life for patients with limited options today through the combination of rigorous research and innovative thinking. Founded in 2003 by a team of Taiwanese-American executives and renowned scientists from U.S. biotechnology and pharmaceutical companies, today we are listed on the Taiwan Stock Exchange (TWSE: 6446) and are expanding our global presence with operations in the U.S., Japan, Singapore, South Korea, and China, along with a world-class biologics production facility in Taichung.

Position Overview: The IT Helpdesk Engineer Level 2 is responsible for providing advanced technical support to end users, resolving escalated IT issues, maintaining IT systems, and supporting infrastructure operations. This role acts as the escalation point for Level 1 support team and ensures timely resolution of hardware, software, network, access, and productivity tool issues. The ideal candidate has strong troubleshooting skills, good customer service discipline, and hands-on experience supporting business users in a corporate IT environment.

This is a hybrid role with several days per week in the Burlington, MA office.

Key Responsibilities

• Provide Level 2 support for escalated incidents and service requests.
• Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, operating systems, business applications, and collaboration tools.
• Support Windows and/or mobile devices, including user profiles, device performance, and system errors.
• Diagnose and resolve network connectivity issues, including Wi-Fi, VPN, LAN, DNS, DHCP, and basic firewall-related problems.
• Support Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, Exchange Online, and Office applications.

User Account and Access Management

• Create, modify, disable, and troubleshoot user accounts in Active Directory, Microsoft Entra ID/Azure AD, and related systems.
• Manage group memberships, permissions, shared mailboxes, distribution lists, and access requests.
• Support password resets, MFA issues, SSO troubleshooting, and account lockouts.
• Ensure access changes follow company security policies and approval processes.

Hardware and Software Support

• Build, configure, deploy, and maintain laptops, desktops, peripherals, and mobile devices.
• Install, update, and troubleshoot approved software applications.
• Support endpoint management tools such as Intune or similar platforms.
• Maintain accurate asset records and assist with equipment lifecycle management.

Incident, Request, and Problem Management

• Log, update, prioritize, and resolve tickets in the IT service management system.
• Escalate complex issues to Level 3 support, infrastructure, security, or vendors when required.
• Identify recurring technical issues and recommend permanent fixes or process improvements.
• Document troubleshooting steps, resolutions, and knowledge base articles.

Security and Compliance

• Follow IT security policies, data protection requirements, and access control procedures.
• Assist with endpoint security, antivirus/EDR alerts, patching, encryption, and vulnerability remediation.
• Support onboarding and offboarding processes in coordination with HR and business teams.
• Report suspected security incidents promptly through the proper channels.

Projects and Operational Support

• Assist with IT projects such as device refreshes, office moves, software rollouts, system upgrades, and process improvements.
• Provide remote and onsite support for meetings, conference rooms, AV equipment, and executive users.
• Participate in testing, implementation, and documentation of new IT services.
• Support business continuity and disaster recovery activities as needed.

Required Qualifications:

• Diploma, associate degree, bachelor's degree, or equivalent experience in Information Technology, Computer Science, or a related field.
• 2–5 years of experience in IT helpdesk, desktop support, service desk, or technical support.
• Experience supporting Microsoft Windows, Microsoft 365, Microsoft Entra, and standard business applications.
• Strong troubleshooting skills across hardware, software, networking, and user access issues.
• Experience using ticketing systems such as ServiceNow, or similar.
• Good understanding of ITIL-based incident, request, and change management processes.
• Strong communication skills and ability to support both technical and non-technical users.

Preferred Qualifications:

• Certifications such as:
• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft 365 Certified: Fundamentals
• Microsoft Certified: Azure Fundamentals
• ITIL Foundation
• Experience with endpoint management tools such as Microsoft Intune or similar.
• Experience supporting VPN, MFA, SSO, endpoint encryption, and remote access tools.
• Experience in a regulated, healthcare, pharmaceutical, financial, or enterprise environment.
• Basic scripting experience with PowerShell or similar tools.

Required Skills and Competencies:

• Strong customer service and user-support mindset.
• Ability to prioritize multiple incidents and requests in a fast-paced environment.
• Strong analytical and problem-solving ability.
• Clear documentation and knowledge-sharing skills.
• Ability to work independently and as part of a wider IT team.
• High attention to detail, especially with access management and security procedures.
• Professionalism, discretion, and ability to handle confidential information.

Tools and Technologies:

• Windows 10/11
• macOS
• iOS/Android
• Microsoft 365
• Microsoft Teams, Outlook, OneDrive, SharePoint
• Active Directory
• Microsoft Entra ID / Azure AD
• Intune or similar endpoint management tools
• Ticketing systems
• Antivirus/EDR platforms
• Printers, scanners, docking stations, and conference room equipment

Key Performance Indicators:

• Ticket resolution time and SLA compliance.
• First-contact or first-escalation resolution rate.
• User satisfaction scores.
• Quality and completeness of ticket documentation.
• Reduction in recurring incidents.
• Compliance with IT security and access management procedures.

Work Environment:

• Office-based and hybrid work environment (3-5 days on site). Office locations based in Burlington and Bedford Massachusetts.
• May require occasional after-hours support, weekend work, or on-call rotation.
• May require lifting and moving IT equipment such as laptops, monitors, printers, and peripherals.

The expected hourly rate for this position is $40 to $50. Compensation is based on a wide range of factors including relevant skills, training, experience, education and geographical location. Market and organizational factors are also considered. EEO Statement: At PharmaEssentia USA, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, pregnancy (including childbirth and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity