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Deskside Support Technician

Location: Cambridge, Massachusetts
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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 QC and manufacturing lab quality systems

Using innovative methods and technologies to identify and solve problems related to performance, reliability and availability of systems

Protecting data, software, and hardware by coordinating, planning and implementing system security measures such as AV, backups and patching

Duties will include troubleshooting and repair of OS's, 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:

6+ 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

Associate Degree or technical institute degree or equivalent experience required

Excellent Windows 7/10 and Microsoft Office Suite trouble shooting skills, as well as hardware trouble shooting skills.

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 Windows/Linux/Mac OS environments

Full understanding of Quality management activities related to qualification, GxP Validation and change management of IT Systems

Ability to create and maintains strict GxP application support documents including SOPs, technical configurations, design and validation documents

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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