Job Information
Biogen Deskside Support Analyst in Cambridge, Massachusetts
About This Role
Provide daily end-user support to the USO office, including Executive / VIP support locally on campus. Supervise the system build and delivery processes and the resources directly responsible for performing those tasks. Provide technical hardware & software support for Commercial Events / Meetings and daily-use technology. Will work closely with the Global Desktop team to provide timely solutions for any VIP technology needs. Responsible for daily operational technical support and project delivery to US Field Force users.
What You’ll Do
Manage incident queue for US Field Force support for daily customer escalations and expectations to a successful resolution.
Supervise the system build and delivery processes and the resources directly responsible for performing those tasks.
Provide support for Field Force laptops, iPads, and assorted mobile devices.
Hardware break-fix and mobile device support, focusing on Executive / VIP population in Biogen US.
Proactive support and monitoring for technologies like meeting rooms, printers.
Supervising external A/V support for Commercial meetings, congress and events.
Partner with Field Operations, Field Training, IT Commercial and Global Desktop teams on projects impacting remote users to ensure successful and effective deployment, to include Field Force POA events.
Provide on-site support when Field Force staff are visiting the local corporate offices.
Document and maintain standards for US remote customer hardware, applications and troubleshooting processes.
Occasional travel to provide support for outside events.
Who You Are
You have excellent support and customer service experience with solid knowledge of an Incident Management system along with a strong understanding of ITIL and IT Service Management, Hardware break/fix and Active Directory and Group policies.
Required Skills
Experience supporting and troubleshooting issues with PC technologies, peripherals, applications and networks with minimum supervision.
Experience supporting and troubleshooting mobile devices and applications, including iOS and Android
You can demonstrate experience working with vendors / 3rd party Deskside providers, experience to include Windows, MS Office 2010-2016, smartphones, and iPads.
Preferred Skills
- CTS, MCSE or similar
Why Biogen?
We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well-established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life-changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.
At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about our DE&I efforts.
All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information or any other basis protected by federal, state or local law. Biogen is an E-Verify Employer in the United States.