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Deskside Support Technician (Mac)


Location: Cambridge , Massachusetts
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Description:
The Role:
This role is an exciting opportunity to be a critical part of the talent engine fueling a high growth organization that is radically changing the biotech industry. The Deskside Support Technician will be responsible for implementing and managing Moderna's end user computing systems. As a member of a small team in a fast-paced environment, this role will require both strong intellectual agility and hands-on technical skill. At Moderna, we work collaboratively as a team, boldly strive for excellence, are constantly curious and committed to ongoing learning and improvement and are relentless in our pursuit of the best talent in the industry.
The anticipated time frame for this assignment is 12 months.

Here's What You'll Do:
Implementing, maintaining and administering end user compute devices and related computing environments including systems software, applications software, hardware, and configurations. Setting up, configuring, troubleshooting and maintaining MacBook hardware, imaging and Application deployment for remote users. Troubleshooting hardware and software issues, responding to client support requests to find out the nature of the problem. Installation of new equipment to fulfill IT requirements for individual users. Must be able to install, uninstall and troubleshoot MAC applications and repair of OS MS Office Suite products including Outlook email and calendar issues, a variety of 3rd party software applications, hardware issues, laptop parts replacement, Apple iOS devices support, imaging, data wiping, asset control, and detailed ticket documentation. New hire deployments, PC refresh deployments, phones and A/V meeting support, are also part of weekly duties. Provide positive customer experiences when working with users

Here's What You'll Bring to the Table:
3 years minimum of consistent experience in IT Deskside/Desktop break/fix support or similar role 3-5 years of experience directly related to Bio/Pharma.
Mac certification or Associate Degree or technical institute degree or equivalent experience required Excellent Mac OS and Microsoft Office Suite trouble shooting skills, as well as hardware trouble shooting skills. A solid understanding of IT infrastructure (networking, telephony, Macs, PCs, mobile devices)
Extensive knowledge of MAC, PC and mobile device hardware/image and set-up configuration knowledge experience. Service Now ticket system experience a PLUS. Excellent attention to detail, customer service skills, multi-tasking skills, ticket management/documentation skills, written and verbal communication skills

REQUIRED
Hands-on experience with Mac OS/MDM environments. Experience of using PowerShell scripts and office 365 administration.
Ability to work with all levels of staff within and outside of IT and outside the organization.
Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.
Strategic, but also pragmatic, detail-oriented with a willingness to be hands-on. Strong written and verbal communication skills

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