IT Support Engineering Specialist

Job description

At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference. Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact. We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together. Job Description At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID‑19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference. Every member of Gilead’s team plays a critical role in the discovery and development of life‑changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact. Join Gilead and help create possible, together. IT Support Engineering Specialist Role Overview The IT Support Engineering Specialist is a key member of the IT Support Services team, partnering closely with cross-functional IT teams and business-led teams to keep site operations running smoothly. This role provides end-to-end daily IT support, participates in IT projects, assists with the development and implementation of procedures for daily tasks and operations, and supports technology needs across the Edmonton campuses. This position is based in Edmonton, Alberta, Canada, with travel and support responsibilities for both the East and West Campus. Key Responsibilities Perform standard technology engineering activities under direction, building professional skills and familiarity with IT engineering practices, methods, and projects Provide preventative maintenance for assigned technologies following established procedures Provide incoming call support for IT-related incidents, escalations, and customer issues Perform tier 2 and tier 3 troubleshooting across hardware, software, account setup, network configuration, and related technical issues Research, diagnose, troubleshoot, and identify solutions to resolve system issues through to resolution Properly escalate unresolved issues to the appropriate internal teams using standard procedures Track, prioritize, and manage multiple open issues through the corporate ticketing system within agreed timelines Provide prompt and accurate customer feedback and follow up to confirm systems are fully functional after troubleshooting Participate on project teams by providing information, documentation, and executing well-defined changes under guidance Support current collaboration and productivity technologies including O365, OneDrive, Teams, Yammer, SharePoint, Co-Pilot and Zoom Skills and Experience 6+ Years with High School Diploma or equivalent 5+ Years with AA 4+ Years with BA / BS 2+ Years with MA / MS Preferred Skills: Computer Science or related discipline is preferred 5 years of relevant experience in technical support, desktop support, IT help desk, or a similar role preferred Hands-on experience with Windows and Mac OS environments Strong understanding of IT infrastructure and troubleshooting practices Excellent problem-solving and communication skills Ability to provide step-by-step technical support, both written and verbal Experience supporting collaboration and productivity tools such as O365, OneDrive, Teams, SharePoint, Co-Pilot and Zoom Additional certifications in Microsoft, Linux, Cisco, or similar technologies are a plus Good Manufacturing Practice (GMP) or other regulated industry experience is an asset For Current Gilead Employees and Contractors: Please apply via the Internal Career Opportunities portal in Workday.