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Desktop Engineer I

  • Second Street, Cambridge, Massachusetts, United States
  • Full Time

About the Job

The Desktop Engineer I works together with the Service Desk to solve technical problems and ensure all computers, network connections and software are functioning smoothly for the business. This includes Windows and Mac desktop operating systems, Active Directory, Azure AD, third-party enterprise applications, file services, print services, System Center Configuration Manager, InTune and JAMF MDM solutions. This position ensures that all systems are up to date with security fixes and patches and works with management to perform system changes and adhere to FMI organizational policies.

Key Responsibilities

• Provide technical leadership in the design, automation, improvement, and maintenance of the Windows/Mac Desktop environment.

• Research, Test, and Patch desktop hardware, drivers and BIOS versions, and related applications.

• Utilize configuration management tools (SCCM, InTune, and JAMF) to manage the enterprise desktop environment.

• Develop and maintain Enterprise Software and Hardware Catalog.

• Be responsible for addressing gaps in desktop support workflows.

• Oversee desktop related workflows for quality and efficiency.

• Create and maintain workstation images and build new systems with standard imaging process. Be responsible for process and procedures for image build and support checklist.

• Follow organization security policies and best practices.

• Design and facilitate reporting for auditing, leadership requests, hardware/software refresh.

• Participate in hardware purchasing discussions and make recommendations.

• Develop software installation scripts and provide code review for complex software installations.

• Develop/implement firm-wide downloads for firm supported programs.

• Assist the Service Desk in advanced level software installation package distribution troubleshooting.

• Update/Create documentation as needed (user guides, admin guides, knowledge base articles, FAQs, quick reference guides).

• Create standard operating procedures on all solutions implemented.

• Providing user support and guidance.

• Research, evaluate, and remain current on emerging tools, techniques, and IT technologies.

• Work closely with client to perform technical and requirements analysis.

• Work effectively in a collaborative and innovative team-oriented environment.

• Clearly communicate and set expectations of all developer tasks.

• Closely work with multiple groups to review work and to remove impediments/roadblocks.

• Provide world class customer service to internal teams and end users customers.

• Provide weekly statuses & estimates of all priority and non-priority projects along with recommended scope or schedule changes based on capacity and unforeseen challenges.

• Inspire, mentor and train development team on modern technologies continuously.

• Participate in strategy planning discussions with technical, business, and client partners.

• Coordinate and support application deployments.

• Provide technical support including participation in on call rotation.

• Scope of Control:

  • Project based work (70%)
  • Tickets (10%)
  • Service Desk Consulting (20%)

• Other duties as assigned.

Qualifications

Basic Qualifications

• Bachelor’s Degree in Computer Science, Software Engineering, Management Information Systems or a related field and 4+ years of experience in an IT support engineering function; OR,

• High School Diploma/GED/Associates Degree and 12+ years of experience in an IT support engineering function

Preferred Qualifications

• 4+ years of experience in IT Infrastructure

• Experience and strong knowledge of IT Service Management processes

• Experience in the IT Infrastructure Library (ITIL) processes and working knowledge of IT operations and architecture

• Experience with integrations into ServiceNow

• Proven track record of delivering results and introducing key ITIL disciplines and practical project management techniques to programs

• Demonstrated mastery with 1st and 2nd level desktop support

• Knowledge of the following: Systems Management Platforms, ITIL, ServiceNow, Active Directory, Office 365, Firewall, CISCO switches

• Proficient with Enterprise Desktop Tools

• Advanced administration, scripting, automation, and troubleshooting skills

• Understanding of HIPAA and importance of privacy of patient data

• Commitment to FMI values: patients, innovation, collaboration, and passion

 

Please be aware that Foundation Medicine mandates COVID-19 vaccination of all employees regardless of work location. Accommodations may be made in accordance with applicable law.

 

About the Company

Foundation Medicine, Inc. (FMI) began with an idea—to simplify the complex nature of cancer genomics, bringing cutting-edge science and technology to everyday cancer care. Our approach generates insights that help doctors match patients to more treatment options and helps accelerate the development of new therapies. Foundation Medicine is the culmination of talented people coming together to realize an important vision, and the work we do every day impacts real lives.

Confidence, or the belief that we need to check every box before applying for a job, can sometimes hold us back from going after a role that inspires us. At Foundation Medicine there's no such thing as the 'perfect' applicant, and our company is a place where every employee can make an impact and continue to grow whatever background they may have or path they may have taken. So, as long as you meet the basic qualifications for a role, please apply if you see a position that would make you excited to come into Foundation Medicine every day and help us transform cancer care.

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Internal applicants, please use your FMI email address.

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Our second annual Hackathon took place virtually this year, providing our employees with the opportunity to pause their daily jobs and creatively problem solve with people from across the company.

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Foundation Medicine is proud to be an Equal Opportunity and Affirmative Action employer and considers all qualified applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin. Further, qualified applicants will not be discriminated against on the basis of disability or protected veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also FMI’s EEO Statement and EEO is the Law and Supplement. If you have a disability or special need that requires accommodation, please let us know by completing this form.  (EOE/AAP Employer)

To all recruitment agencies: Foundation Medicine does not accept agency resumes. Please do not forward resumes to our jobs alias, Foundation Medicine employees or any other organization location. Foundation Medicine is not responsible for any fees related to unsolicited resumes.