• Ability to interact with all levels of End Users including Executive level in a professional, but friendly, cooperative manner
• Troubleshoots moderately complex delivery systems or network issues and escalates problem as appropriate
• Provide Tier I and II support per requests; investigate, troubleshoot and document problems
• Provide end user training in applications or operating system fundamentals
• Support end users with virus/malware related issues; help repair systems; train end users on safe and secure IT behaviors
• Configure hardware, devices, peripherals, services, settings, directories, storage, etc. according to standards and project/operational requirements; participate in PC imaging process
• Provide user account, passwords and access as requests
• Maintain end-user installation and configuration procedures, documentation and training information
• Perform routine monitoring of systems, standard processes and scheduled jobs
• Assist in repair and recovery from hardware or software failures and system outages; coordinate and communicate with impacted constituencies
• Log all Service Desk interactions
• Resolution of problems related to system or application issues, including OS, MS Office and other supported applications
• Configuring hardware, devices, peripherals, services, settings, directories, storage
• Provide first and second-level support for PC related problems
• Creating and maintaining documentation
• Identify and learn appropriate software and hardware used and supported by the organization Support audio visual systems in conference and multi-purpose rooms for scheduled meetings and events
• Perform hands-on maintenance and support at the workstation level, to include: hardware and software technical issue resolution, software installations and upgrades, file backup and restoration activities and vulnerability mitigation

• 2+ years relevant work experience in biotech/pharma administering desktop support services
• 2+ years experience with business system software
• 2+ years Audio Visual system support experience
• Experience with standard business applications including MS Office Suite.
• Advanced analytical and problem solving skills
• Skilled in the support of Microsoft Office Suite and Operating Systems
• Excellent oral and written communication skills, and strong inter-personal skills
• Experience with end user hardware/software/peripheral support
• Experience supporting Microsoft Windows workstations in an enterprise domain environment
• Experience with Microsoft Office 365 support
• Knowledge of Azure environment
• Knowledge of malware identification and mitigation
• Experience troubleshooting basic network connectivity issues
• Experience utilizing remote support tools
• Experience using Active Directory Users and Computers for account level changes
• Experience supporting audio visual equipment in a conference room setting
• Experience with help desk ticketing and asset management tools

• A+ certification with equivalent experience, in IT or life science-related field
• Network+ Certification.
• Knowledge of 21 CFR Part 11, Annex 11 Regulations and GMPs preferred

Resilience offers employees a robust total rewards program including equity, an annual cash bonus program, a 401(k) plan with a generous company match and our benefits package which is thoughtfully designed to support our employees with great healthcare (including medical, dental and vision), family building benefits, life and disability insurance, flexible time off, paid holidays, other paid leaves of absence, tuition reimbursement and support for caregiving needs. Our target annualized base pay hiring range for this position is $77,000.00 - $97,250.00. Actual base pay is dependent upon a number of factors, including but not limited to, the candidate’s geographical location, relevant experience, qualifications, skills and knowledge. Excited about Resilience and the biomanufacturing revolution? We encourage you to apply and start a conversation with one of our recruiters.