Senior Desktop Support Specialist

Intellia Therapeutics

Intellia Therapeutics

Customer Service
Posted on Thursday, August 24, 2023

Why Join Intellia? 

Our mission is to develop curative genome editing treatments that can positively transform the lives of people living with severe and life-threatening diseases. 

Beyond our science, we live our four core values: One, Explore, Disrupt, Deliver and feel strongly that you can achieve more at Intellia. We have a single-minded determination to excel and succeed together. We believe in the power of curiosity and pushing boundaries. We welcome challenging thoughts and imagination to develop innovative solutions. And we know that patients are counting on us to make the promise a reality, so we must maintain high standards and get it done. 

We want all of our people to go beyond what is possible. We aren’t constrained by typical end rails, and we aren’t out to just “treat” people. We’re all in this for something more. We’re driven to cure and motivated for change. Just imagine the possibilities of what we can do together.   

How you will Achieve More with Intellia:

We are excited to welcome a Senior Specialist to our Helpdesk Support team! This is a unique opportunity to join a growing company as we are working to build an agile and scalable technology infrastructure by assessing and implementing cutting edge tools and top-rated applications. This is a highly visible role that will interact with employees across all levels of the organization.

As a senior member of the Helpdesk Support team, you’ll be responsible for troubleshooting highly complex issues, escalating to external vendors and other members of the broader Information Technology team as needed to identify and execute resolutions. Along with the rest of the help desk team, you’ll provide end-user support for computers running Windows 10 and MACOS and be responsible for ensuring high-quality of service delivery pertaining to the installation, configuration, testing, troubleshooting, and maintenance of workstations in both office and laboratory environments. In addition, you’ll serve as a mentor for your more junior peers, providing support and guidance as needed and helping to foster an environment for collaboration and career development.

While around 80% of your time will be spent on tickets, we’ll encourage you to reserve the remaining 20% of your time for participating in project-based work that will allow you to continue developing and learning new skills. Examples of recent projects include implementation of a middleware platform to integrate Active Directory with Intellia’s HR system to automate employee information change tickets.

About You:

Do you consider yourself to be a problem-solver with a passion for process improvement? Are you an independent thinker and self-starter who thrives in a fast-paced environment? If these characteristics resonate with you, then look no further this is the role for you!

If you have 3 years of experience in helpdesk support and are ready to take the next step in your career, join our team! To be successful in this role, you must be comfortable both working independently while also acting as a team-player. In addition, you’ll need to leverage your deep understanding of technology and strong communication skills to translate issues of varying complexity to end users.

Prior experience supporting any of the following applications, and/or working with laboratories, will allow you to hit the ground running in this role:

  • Microsoft Intune

  • Azure

  • Active Directory

  • JAMF

In lieu of direct experience with these applications, those who possess a high aptitude should also apply!

Meet your future team:

Reporting directly to our Helpdesk Manager, you’ll be joining a team of 6 people covering 5 buildings across our campus in Cambridge, MA. We also have a large population of hybrid workers as well as some who are fully remote, who will require virtual technical support when they are not on-site. We are a highly collaborative and customer-service oriented group that isn’t afraid to roll up their sleeves and get things done.

Helpdesk Support is a part of the larger IT Operations team, which is led by a highly technical leader who encourages his employees to take on new challenges to develop their skills and empowers them to be able to make decisions within the bounds of their role. You can expect to join a hard-working and passionate group of people who are working together to achieve one goal of bringing cures to patients.

#LI-KD1

Covid-19 Vaccination Policy: All Intellia employees, regardless of work location, are expected to follow all applicable federal, state, and local public health regulations and guidelines, and are strongly encouraged to follow all public health recommendations, including being vaccinated for COVID-19.

EEOC Statement: Intellia believes in a diverse environment, and is committed to equal employment opportunity for all its employees and qualified applicants. We do not discriminate in recruitment, hiring, training, promotion or any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status. Intellia will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.