Sr IT Support Engineering Associate

At Gilead, we're creating a healthier world for all people. For more than 35 years, we've tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world's biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.

Every member of Gilead's team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we're looking for the next wave of passionate and ambitious people ready to make a direct impact.

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together.

Job Description
The
Sr IT Support Engineering Associate
role is a key member of the lean IT Support Services team and will work closely with cross-functional IT projects and business-led groups to ensure site and regional operations run smoothly. The candidate will provide end-to-end daily user support, participate in IT projects, implement and oversee procedures for daily tasks, and coordinate operations of local and Regional Site Support teams. They will also work with Business Leadership to identify and prioritize IT challenges and escalate as needed.

Specific Responsibilities & Skills
With guidance, works with leaders of various departments to provide updates and identify existing or potential challenges to site operations and communicates these needs up their chain-of-command for solutions and escalations.

With guidance, coordinates with Site Support technicians from other regional offices to ensure policies and procedures are being followed and escalates any issues to management.

With guidance, follows standard policies, procedures and SLAs to provide IT support services to Gilead employees, contractors and teams for supported systems, applications, hardware and other tools. Support will be provided both onsite as well as using remote tools.

Typically provides Tier 1 and Tier 2 IT support services for standard issues or needs, such as technology set-up or basic technical support needs, following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

With guidance, able to install, diagnose, repair, maintain and upgrade assigned systems, applications, hardware and other tools. Trouble-shoots technical problems and follows both the SLA as well as standard ticketing processes to resolve technology queries. Ensures timely and appropriate completion of ticketing and other relevant technical documentation.

Assisting with current technologies such as: O365, OneDrive, Teams, SharePoint and Zoom. Both Apple and Windows experience required.

Mobile device support and troubleshooting, multiple operating systems and device types.

May provide support for the launch of new or updated systems, applications, hardware and other tools.

Qualifications

• High School and Five Years' Experience OR

Associate Degree and Four Years' Experience OR

Bachelor's Degree and Two Years' Experience OR

Masters' Degree

• IT helpdesk or related experience in a business environment in life sciences is a plus.
• Configuration, testing or trouble-shooting experience in assigned IT area / domain.
• Business process engineering and project management experience is a plus.
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role with relevant experience.
• Hands-on experience with Windows and Mac OS environments.
• Excellent problem-solving and communication skills.
• Bi-lingual capability is required, should be fluent in English and Spanish.
• Ability to provide step-by-step technical help, both written and verbal.
• Good Manufacturing Practice (GMP) or other regulatory industry experience would be an asset.

For Current Gilead Employees And Contractors
Please apply via the Internal Career Opportunities portal in Workday.