IT Support Engineering Specialist

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
 

Position Overview: The IT Support Engineer Specialist is responsible for supporting both VIP and standard users, performing advanced repairs and diagnostics related to system and network issues, and overseeing Executive Support Procedures. This role is expected to deliver outstanding customer service by promptly and effectively resolving support requests, proactively identifying potential challenges and future needs, and escalating system concerns as required. The specialist will diligently track the resolution of issues and provide timely updates to stakeholders and leadership, while consistently adhering to stringent privacy and confidentiality policies

Key Responsibilities:

As an IT Support Engineer Specialist, you will provide advanced IT support services to C-level executives, VIPs, and standard users, ensuring high levels of customer satisfaction while strictly adhering to established service level agreements. Your work involves handling complex network and system troubleshooting tasks, utilizing sophisticated diagnostic tools and techniques to quickly and effectively resolve technical issues.

You will take the lead in managing IT projects, specifically those aimed at enhancing the executive team's technical environment. This includes supporting and enforcing endpoint security standards and advanced protocols to protect company data and communications. You will also serve as a primary contact for incident management, demonstrating expertise in high-level incident response situations.

Your responsibilities include providing comprehensive support to VIPs, administrators, and standard users who encounter issues with desktop hardware, software, mobile devices, audio/visual equipment, and networking. You are expected to follow through each case to ensure successful resolution on the first touch. Additionally, you will facilitate a smooth onboarding experience for new employees, ensuring their technology setup is seamless from day one.

You will adhere to established processes for new hires, identity management, SAP access, password resets, and IDM access, collaborating with the Service Desk to support users on a scheduled basis. Imaging and deploying systems—including laptops, desktops, tablets, smartphones, monitors, keyboards, mice, printers, and other accessories—will be a routine part of your role.

The position may require travel to support technology needs at offsite engagements or between offices. You are encouraged to seek out innovative solutions to improve operational processes, service delivery, and technology support.

You will establish and monitor service delivery metrics and customer satisfaction, identifying and escalating systemic problems or automation opportunities to relevant teams as needed. For every issue, you are responsible for creating a ticket and documenting the root cause using Service-Now, escalating to Tier II, Tier III, or external vendors when necessary, and consistently meeting or exceeding SLA expectations.

Participation in creating knowledge articles and instructional videos may be required to enable both team members and customers in the effective use of technology. Flexible working hours are expected to provide coverage during early mornings, late evenings, and after-hours, as well as supporting virtual and physical events during executive meetings and other gatherings.

Communication with executive customers should always reflect a customer-first approach, both verbally and in written correspondence. You will provide basic troubleshooting for home networks, audio/visual equipment, and workstation setups, and will share your expertise by training other employees on new applications, hardware, and software.

Collaboration with various IT groups is essential; you will act as the office point person for troubleshooting at Levels 1, 2, and 3, network connectivity, audio/visual equipment testing, and inventory management. You will also assist with assigned projects, such as testing and supporting new technologies, and travel to support offsite event locations as necessary.

Requirements:

• To excel in this role, you should have at least five years of experience in IT support, focusing on VIP or executive support services. Advanced knowledge of networking, system administration, and security protocols is required. You must be proficient with cloud services, data management, and IT automation tools, and possess strong organizational skills to efficiently prioritize tasks.

• The position demands flexible availability, including on-call duty and rapid response outside standard working hours. You should have a proven track record of delivering tailored, discreet support to executive clients, along with excellent problem-solving skills and meticulous attention to detail.

• Demonstrated experience in supporting and diagnosing Active Directory, Microsoft Office 365, Okta, MS Office Suite, Zoom, MAC OS, Windows OS, network services, and related technologies is essential. You should also have validated knowledge of networking fundamentals, including IP networking, wireless networks, laptops/tablets, Outlook, LAN/WAN integration, and mobile device management for assets such as iPads and iPhones.

• Strong communication skills are required, with the ability to explain technical topics to both technical and non-technical audiences. You must maintain confidentiality at all times, exhibiting exceptional discretion and judgment. Self-motivation and a high level of attention to detail are critical for success in this role.

Education:

• Associate Degree in the Computer field and/or Information Technology Certifications. Will accept Executive level support Experience in the field and 5+ years OR

• Bachelors Degree in the Computer field and/or Information Technology Certifications. Will accept Executive level support Experience in the field and 4+ years OR

• Masters Degree in the Computer field and/or Information Technology Certifications. Will accept Executive level support Experience in the field and 2+ years of experience

Your Impact:

As a Support Engineer, your technical prowess and commitment to excellence will form the backbone of our IT support team, ensuring that our leaders have the technology services they need to excel. Your role will be instrumental in maintaining uninterrupted and secure technical operations, positioning our company for success in their strategic initiatives.

Applications and Technology Support:

• TruU Support and administration

• NetSkope support

• Service Now ticket support

• SAP/Ariba access support

• Level 1, Level 2/3 support

• Safe Console Encrypted USB portal

• MS Intune Support (BYOD)

• Microsoft Intune Administration

• Apple Business Manager

• Exchange admin center

• Office 365 administration

• Bit locker administration

• AT&T hotspot support

• Active Directory administration

• RSA Token \ VPN administration

• Adobe Acrobat Support

• Zoom client \ administration

• MS Teams Support

• MS One Drive Support

• Windows 10 & 11 Pro support

• Mac OSX and iPad IOS Support

• Android OS support

• JAMF support administration

• iPad / mobile support

• Dell laptop / desktop

• Citrix support

• VMware support

• MS Edge/Goggle/Safari Browser support

• Printer Support / Uniflow Secure Print

• MFA Authentication support and administration 

• Remote support tools

• SCCM support 

• Blanco (HD Wipe) decommission / e-waste

• Set up Poly 20x /Cisco /Avaya phone support

• Remote Access Point support

• Zoom, Skype, WebEx, Cisco Conference Room Support

• Zoom VIP Personal Interface DTEN support

For additional benefits information, visit:

https://www.gilead.com/careers/compensation-benefits-and-wellbeing

* Eligible employees may participate in benefit plans, subject to the terms and conditions of the applicable plans.

Gilead Sciences Inc. is committed to providing equal employment opportunities to all employees and applicants for employment, and is dedicated to fostering an inclusive work environment comprised of diverse perspectives, backgrounds, and experiences. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, sex, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state and local laws. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact [email protected] for assistance.

For more information about equal employment opportunity protections, please view the 'Know Your Rights' poster.

NOTICE: EMPLOYEE POLYGRAPH PROTECTION ACT
YOUR RIGHTS UNDER THE FAMILY AND MEDICAL LEAVE ACT

Gilead Sciences will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, (c) consistent with the  legal duty to furnish information; or (d) otherwise protected by law.
 

Our environment respects individual differences and recognizes each employee as an integral member of our company. Our workforce reflects these values and celebrates the individuals who make up our growing team.

Gilead provides a work environment free of harassment and prohibited conduct. We promote and support individual differences and diversity of thoughts and opinion.

Please apply via the Internal Career Opportunities portal in Workday.