Desktop Support Specialist - 2nd Shift

Overview

Replimune’s mission is to revolutionize cancer treatment with therapies designed to activate a powerful and durable full-body anti-tumor response, boldly transforming cancer care because patient’s lives depend on it. We imagine a world where cancer is a curable disease. 

 At Replimune, we live by our values: 

United: We Collaborate for a Common Goal. 

Audacious: We Are Bold and Innovative. 

Dedicated: We Give Our Full Commitment. 

Candid: We Are Honest With Each Other. 

People are at the center of everything we do, and when it comes to our employees, we make it personal.  With a deep sense of purpose, an innovative and collaborative culture, a competitive and forward-looking total rewards program, everyone at Replimune has a unique opportunity to contribute to the meaningful work we do which could impact the lives of patients.  

 Join us, as we reshape the future. 

Job Summary: 

Replimune is looking for a self-motivated and self-sufficient individual to support a second shift at our Framingham location. Primary responsibilities for onsite support services includes, but are not limited to Deskside Support, laptop, mobile devices, asset management & network connectivity. This position will install, configure, and troubleshoot networked and standalone PCs. This position will provide Replimune staff and users with white glove hardware and software technical support. There will be an overlap with the rest of our IT Team in the afternoon for collaboration and team-building.

This is a 2nd shift opportunity, 4-day (Mon – Thurs) 10-hour shift schedule, 2pm-12:30am

This position is based in our Framingham location and typically has a 4-day on-site expectation. 

Responsibilities

Key responsibilities:

• Provide onsite support to our Framingham location for our second shift workers. Second shift will be from 2PM to 12AM Monday to Thursday.
• Serve as the face of IT support, deliver white glove customer support for reported problems with laptops, MacBooks, peripherals, and mobile devices.
• Troubleshoot and manage technical issues for onsite & remote employees.
• Provide support to the Manufacturing organization inside and outside the Labs.
• Follow procedures to image Windows machines and occasionally MacBooks, set them up in staging, deploy them deskside or remotely and onboard the end user to the machine
• Set up, run maintenance on and retire user accounts and software accounts.
• Test and troubleshoot network connectivity and wireless access for local and remote computers or devices.
• Perform account maintenance with Active Directory and Microsoft Entra.
• Test and troubleshoot network connectivity and wireless access for local and remote computers or devices.
• Work with and coordinate with vendors to troubleshoot and resolve issues.
• Understand and follow IT SOPs.

• Help to maintain SOP documentation relating to support articles, data configuration and work instructions (job aids).

• Ensure support tickets are resolved in accordance with Service Level Agreements and customer policies / procedures.
• Maintain inventory of assigned equipment and supplies in the IT storage areas.
• Follow guidance, policies, and best practices to maintain security and confidentiality of company information both inside and outside the company.

Qualifications

Education:   

• A bachelor’s degree in information technology or a comparable related field or work experience.

Required Experience: 

• Must have at least 3years’ experience working on desktop support role, not just phone support.
• Customer service experience working with lab or manufacturing staff in a fast-paced environment preferred.
• Microsoft 365 Admin, Azure AD, AD, Exchange, and Endpoint Manager experience is required.
• Microsoft 365, Intune, and Active Directory administration, O365 application support that includes the full Microsoft Office suite.
• Technical experience in administering, supporting, and deploying Windows 11 and macOS.
• Experience supporting Zoom and Microsoft Teams on client and room-based systems including conference rooms.
• Proven advanced knowledge of Windows operating systems, conferencing, and network solutions.
• Knowledge and understanding of multi-factor authentication, supporting printer and photocopiers.
• Experience supporting software and solutions integrated with SSO.
• Ability to communicate technical problems and instructions to end users in terms that are easy to understand.
• Strong troubleshooting skills and drive to provide proper resolution and continuous process improvements.
• Customer-centric attitude with excellent written and verbal communication skills.
• Additional industry certifications, MSCE and customer-oriented working experience is preferred.

About Replimune  Replimune Group, Inc., headquartered in Woburn, MA, was founded in 2015 with the mission to transform cancer treatment by pioneering the development of a novel portfolio of oncolytic immunotherapies. Replimune’s proprietary RPx platform is based on a potent HSV-1 backbone intended to maximize immunogenic cell death and the induction of a systemic anti-tumor immune response. The RPx platform is designed to have a unique dual local and systemic activity consisting of direct selective virus-mediated killing of the tumor resulting in the release of tumor derived antigens and altering of the tumor microenvironment to ignite a strong and durable systemic response. The RPx product candidates are expected to be synergistic with most established and experimental cancer treatment modalities, leading to the versatility to be developed alone or combined with a variety of other treatment options. For more information, please visit www.replimune.com. 

We are an Equal Opportunity Employer. 

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