Reporting to the Sr. Director of Information Technology, the End-User Computing (EUC) Engineer will be responsible for providing primary operational support for end-user hardware and software for a fully remote and geographically distributed company with a growing physical presence in Raleigh/Durham,
San Diego and Philadelphia. The prospective candidate will provide level 1 and 2 support for the enterprise and collaborate with senior members of IT on resolution of next-level support issues. The candidate will drive and participate in design, architecture, engineering, implementation, and operations of Definium global SaaS IT and business application portfolio to establish and maintain core operational, compliance, security, privacy, and other KPIs and standards. He/she will have a passion for problem solving, thrives in a diverse global organization, provides an excellent end-user experience, explores innovative technologies, and is driven to seek continuous improvement.
Responsibilities:- Provide operational support for remote staff. This will include hardware and software issues
- Create, update, triage, and close support tickets in the Definium ITSM to ensure a thorough documentation of requests and incidents, end-user communication, root cause analysis and resolution
- IT lead for all new and departing employee responsibilities. Ensure compliance with all on-boarding and off-boarding policies and procedures
- Coordinate the hardware lifecycle for remote employees from procurement, configuration, collection, and retirement
- Provide primary/secondary system administration to IT systems
- Work closely with IT MSPs and professional service providers
- Assist in identifying, evaluating, justifying, and deploying, new products, technologies, systems, services, and workflows
- Independently perform actions under departmental change control procedures with minimal oversight or assistance
- Ensure compliance for technology projects and processes including Sarbanes Oxley (SOX), 21 CFR Part 11, cGxP, and GDPR
- Author and review standard operating procedures and knowledge-based articles for the maintenance and operation of software applications
- Ensure that best practices for the service and support of technology products are documented and followed
- Stay up to date on industry trends and best practices
Qualifications:- Minimum bachelor's degree or equivalent work experience
- 2+ years of Tier I operational support experience, preferably within a regulated life sciences environment that has a remote or hybrid workforce
- 2+ years supporting macOS and Windows laptops via MDM
- 2+ years supporting Identity platforms [OKTA or Entra/AzureAD]
- 2+ years supporting SaaS applications
- Experience administering Co-Pilot, M365, SharePoint, Powershell, Cisco Umbrella, CrowdStrike, CheckPoint, M365, Slack, Zoom, DocuSign, FreshService, Intune, Kandji, Apple Business Manager, Adobe, and OKTA
- Strong verbal and written communication skills
- Excellent vendor management and negotiation skills
- Strong remote triaging skills
- Strong experience managing SharePoint sites and M365 permissions
- SOX and/or 21 CFR Part 11 experience
- Experience supporting multiple operating systems (Windows 11, iOS, and MacOS)
- ITIL certification preferred
The starting base pay range for this position is $100,932.00 - 123,380.00. Compensation will be determined based on several factors including, but not limited to, skill set, years of experience, and the employee's geographic location.
Employees in this role may be entitled to additional compensation, including bonus and equity. Benefits information is listed on our Jobs Page. The Company provides competitive benefits to employees including:
- 100% paid health benefits including Medical, Dental and Vision for you and your dependents
- 401(k) program with company match and vesting after the turn of the first month after your start date
- Flexible time off
- Generous parental leave and some fun fringe perks!
