Desktop Engineer

At Alcami, we deliver reliable solutions that unlock the potential of transformative medicines from discovery to commercialization, through trusted partnership with our clients, recognized industry expertise and proven regulatory track record.

Are you interested in joining our team?

Job Summary

The Desktop Engineer will help ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Additionally, problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This position will involve manufacturing and scientific computer system installation, test execution, and support.

On-Site Expectations

• 100% on-site position.
• 1st Shift: Monday - Friday, 8:00am - 5:00pm.
• After-hours and flexible hours as needed.
• On call as needed.

Responsibilities

End User Support

• Field incoming help requests via ticket system, walk-up, telephone, and e-mail in a courteous professional manner.
• Documents all pertinent end-user identification information, including name, department, contact information and nature of problem or issue in our incident management system.
• Builds rapport and elicits problem details from helpdesk customers.
• Triages and escalates problems when required.
• Provide exceptional customer service and follow up on incidents and issues.
• Perform end user account management, permissions, and access as required.

PC Management

• Deploy PC Images and complete user setup as assigned or required.
• Manage and maintain accurate and detailed records of hardware receipt and assignments.
• Apply diagnostic utilities to aid in troubleshooting PCs, manufacturing, and laboratory systems.
• Install software as requested by users in accordance with IT software standards
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Perform installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.

Technical Overviews and Training

• Record, track, and document the help desk request problem solving process.
• Identify and learn appropriate software and hardware used and supported by the company.
• Test fixes to ensure the problem has been adequately resolved.
• Develop and publish training instructions, how to sheets, and frequently asked question lists for end users.
• Conduct IT onboarding training for end users.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Ensure timely completion and compliance with cGMP and all other relevant company training requirements.
• Other duties as assigned.

Qualifications

• Bachelor's Degree in Computer Science, prior technical training, or equivalent experience required.
• A+ Certifications preferred.
• 2-3+ years’ experience in an information technology support role required with experience in supporting pharmaceutical or manufacturing areas.
• Experience using or supporting laboratory or manufacturing systems and processes preferred.

Knowledge, Skills, and Abilities

• Experience with desktop operating systems, including Windows 10 and Windows 11.
• Application support experience with Microsoft suite and Adobe Acrobat.
• Working technical knowledge of network protocols and systems including TCP/IP, DNS, DHCP, and Active Directory.
• Knowledge of multiple diagnostic utilities, including Microsoft tools (e.g., PowerShell, CMD).
• Good analytical and problem-solving skills with attention to detail and accuracy.
• Familiar with Incident management systems like ServiceNow, JIRA, Remedy or similar.
• Strong knowledge of computer hardware and mobile devices including smartphones.
• Strong understanding of IT security principles and best practices.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills with a focus on rapport-building, listening, and questioning skills.
• Ability to learn new systems quickly and provide end user support.
• Uses professional concepts and critical thinking to solve complex problems.
• Independently determines methods and procedures, including assignments and the work of others.
• Applies job skills and company policies and SOPs to complete a broad range of difficult tasks.

Travel Expectations

• This position will support local Alcami sites, so short commutes to provide on-site support to multiple locations regularly is required.
• Travel to more remote sites may be necessary for training or support, but this is not expected to be more than 5%.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; talk or hear and smell. The employee is frequently required to sit. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move assisted up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and vibration. The noise level in the work environment is usually very quiet.