What are the responsibilities and job description for the Desktop Support Associate II position at ElevateBio?
ElevateBio is a technology-driven cell and gene therapy company, accelerating access to the cutting-edge technologies and expertise to change the future of medicine. Our integrated technologies model offers turnkey scale and biotechnological capabilities to power genetic medicines processes, programs, and companies to their full potential.
The Role :
ElevateBio is looking for a Desktop Support Associate II who will help future-proof, maintain, and troubleshoot their rapidly expanding infrastructure. Reporting to the Manager of Desktop Support, you will maintain standards for imaging machines, manage end user hardware / software, as well as manage the ElevateBio endpoint management tools. Utilize expertise in packaging and deploying software, as well as being familiar with automation technologies.
Here's What You'll Do :
Your core responsibilities will be :
Customer Experience
- Assist with maintenance and management of ElevateBio's endpoint management tools
- Continue to improve the overall customer digital experience.
- Create and maintain internal documentation for other internal support groups as well as for end-users.
- Maintain and manage the entire lifecycle of software deployments (Development / Packaging / Deploying).
- Manage the lifecycle (ticket generation to closure) of all incidents and service requests for their affected end users.
- Monitor open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements.
- Serve as an escalation point for Tier 1 and Tier 2 support.
Continuous Improvement
Requirements :
Preferred Experience and Qualifications :
Why Join ElevateBio?
ElevateBio is a technology-driven company built to power transformative genetic medicines today and for many decades to come. The Company commercializes its enabling technologies, manufacturing capabilities, and industry-leading expertise through partnerships to accelerate development across a breadth of therapeutic approaches and modalities. The ElevateBio ecosystem combines multiple R&D technology platforms - including Life Edit, a next-generation, full-spectrum gene editing platform; comprehensive cell engineering technologies; and an expanded viral and non-viral therapeutic delivery platform - with BaseCamp®, its end-to-end genetic medicine cGMP manufacturing and process development business, to accelerate the discovery and development of advanced therapeutics.
We aim to be the dominant engine inside the world's greatest scientific advancements harnessing human cells and genes to alter disease.
Our Mission :
To power the creation of life-transforming cell and gene therapies, at a speed the world deserves.
Our Vision :
We seek to be the world's most indispensable cell and gene therapy technology company, redefining how companies operate, how products are created and how disease is treated.
ElevateBio is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation or any characteristic protected under applicable law. ElevateBio will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.
