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IT Desktop Support Specialist

Your Role:

Full responsibility for Incidents/Service Requests/Problems management, providing as 2nd and 3rd level onsite support.  Work as part of the local IT team supporting all onboarding, offboarding and relocation requests.  Provide support for any integration activities and work with global teams to resolve complicated and advanced IT related issues.  Support all services related to Lifecycle management, Asset and License Management, User Access management for end users’ software and hardware.  Provide a positive and supportive experience for the customer at all times.  Seek support from colleagues in difficult situations.  Maintain a core level of knowledge regarding service offerings for all IT units (including training offerings and resources when available).  Work with end users, to providing them training, advice and guidance and training on IT systems and process.

  • Handles all operations within a site(s).  Organizes Onboarding/Offboarding processes.
  • Participates in any compliance-related topics (e.g. Encryption, Vulnerability, Windows patching and non-standard computers, etc).
  • To perform periodic controls supporting the "Periodic review audit process".
  • General Audits and governance support, like P&P updates and periodic review process.
  • Collaborate and partner with Infrastructure for “smart-hands” and required on premise support for all standard infrastructure in all sites like Storage, Servers and Networking teams, including working with global partners like Orange, TCS.
  • “Translate” and communicate Global projects and deployments to the customer.
  • Support on all processes relating to local Infrastructure, change management, and collaborate with IT-Infrastructure for standardized processes.
  • Support Innovation activities such as process improvements, pilots, PoCs, etc.
  • Support procurement process.
  • Travel (Up to 10%) – Mostly within North America.  Occasional day trips to other area offices.


Physical Attributes:

  • Lifting at least 25lbs and be able to sit or stand for extended periods


Who You Are:


Minimum Qualifications:

  • High School Diploma or GED equivalent
  • 5+ years IT experience in a customer-facing role, supporting laptops, desktops, Microsoft Office applications (Outlook, Lync, Skype for Business, Word, PowerPoint, Excel)
  • 3+ years of experience supporting mobile devices (iPhones, iPads), including working with MDM solutions such as Airwatch, Intune, etc.


Preferred Qualifications:

  • Bachelor’s degree in any discipline
  • ITIL Certification
  • Microsoft Certifications (MCP, MCSE, MCSA) and experience with Microsoft SCCM 
  • Experience in Life Sciences/Healthcare industry
  • Communicate and collaborate effectively with other IT units (Business partners, Infrastructure and Applications)
  • Effective communication with end users during incident/problem solving and ticket follow ups
  • Good problem solving and self-motivated attributes to provide excellent services 



Job Requisition ID:  212107
Location:  Carlsbad
Career Level:  D - Professional (4-9 years)
Working time model:  full-time

Careers during Covid-19
Thank you for visiting our careers website, we are always looking for curious minds to join our teams. We understand how much the world is being impacted by the Covid-19 crisis and we want to assure you that your safety is very important to us. To ensure that everyone’s health is protected, instead of a standard face-to-face interview, it is likely that you will be offered alternative digital interview options.

US Disclosure
The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law.  This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.

North America Disclosure
The Company is committed to accessibility in its workplaces, including during the job application process. Applicants who may require accommodation during the application process should speak with our HR Services team at 855 444 5678 from 8:00am to 5:30pm ET Monday through Friday.

Job Segment: Change Management, Technical Support, Management, Technology

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