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POSITION SUMMARY: 

The cGxP Desktop Systems Specialist III is primarily responsible for coordinating IS hardware and software support for end-users, either resolving or escalating issues as appropriate. Additional responsibilities include troubleshooting and support of network connectivity (wired and wireless), VoIP, print and scanning services, endpoint security and encryption, audio/visual, and site security within an FDA regulated research and manufacturing environment.

ESSENTIAL FUNCTIONS:

• Provides initial response and all tiers of Helpdesk support and training to end users
• Coordinates resolution of endpoint hardware and software related issues. Exercises independent judgment within scope of authority. When necessary, escalates issues to team and/or supervisor to ensure prompt and appropriate resolution within the context of organizational priorities.

• Responsible for the maintenance, distribution, installation and inventory of wired and wireless devices including desktops/laptops, peripherals, VoIP devices, multifunction print/scanners, audio/visual and video conferencing equipment.
• Responsible for the administration and support of enterprise network services such as: endpoint security and encryption, user account maintenance, remote access, mobile devices, audio/visual and video conferencing.
• Responsible for the configuration and maintenance of endpoint device images, end user application deployments, patch management and testing using industry standard management tools such as Microsoft Systems Center.
• Responsibilities related to physical site security including, but not limited to, controls troubleshooting, badge creation and assignments of facility access.
• Provides and supports user access for both cGxP and non-cGxP applications and systems ensuring proper documentation and compliance with cGxP and 21 CFR Part 11
• Assists in the administration of MassBiologics cGxP and non-cGxP multi-domain infrastructure.
• Promotes and ensures compliance with professional and industry standards, FDA and cGxP guidelines, and MassBiologics standard operating procedures.
• Documents all work according to MassBiologics Information Systems standards and cGxP.
• Assists in the continuous enhancement of Helpdesk operations.
• Assists in the development and enforcement of Standard Operating Procedures, MassBiologics Policies and Guidelines with respect to Computer Operations.

• Applies IS knowledge to troubleshooting within scope of training. Maintains current working knowledge of IS.

• Performs other job-related duties as required.

REQUIRED QUALIFICATIONS:

• Requires a BS in Computer Science or related field with a minimum 4+ years of relevant experience.  Technical training or certifications in computer / desktop support preferred
• Strong customer service background with proficiency using Microsoft Windows infrastructure, operating systems and industry standard malware protections and diagnostic tools.
• Ability to follow verbal and written instructions precisely
• Ability and willingness to conduct complex troubleshooting in a team environment. 
• Strong critical thinking, time management and organizational skills. 
• Excellent written and verbal communication skills. Ability to communicate effectively (up, down, and laterally), with a particular attention to detail and customer service.
• Travel may be required between Mattapan and Fall River Campuses. Position may also require flexible scheduling to meet the business needs
• Ability to safely lift up to 50 lbs.  

PREFERRED QUALIFICATIONS:

• Prior experience with current and MassBiologics owned versions of Microsoft software products, wired/wireless networking, device encryption, deployment and patching.
• Industry certification such as CompTIA A+, Net+ or other
• Prior experience with ChromeOS, MacOS and iOS devices in an enterprise setting
• Prior experience in a cGxP regulated environment with a working knowledge of cGxP and 21 CFR Part 11

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