Iron Systems, Inc · 7 hours ago
Desktop Support L2
Framingham, MA
Full-time
Onsite
Senior Level
5+ years expIron Systems, Inc is a technology solutions provider, and they are seeking a Desktop Support L2 to manage and resolve technical issues related to lab PCs and non-standard devices. The role involves coordinating with vendors, maintaining compliance with GxP standards, and providing hands-on support to ensure smooth operations in the lab environment.
ComputerEmbedded SystemsInformation TechnologyManufacturingSoftware
Responsibilities
Qualification of Lab PCs are per provided SOPs
Resolve break-fix incidents, either by own intervention or requesting and coordinating technical service by OEM vendor
Support for non-standard PCs as per defined SOP’s
Provide Hand and feet support for non-standard devices at shop floor, including GxP Compliant devices as per defined SOP’s
Apply patches manually (if required) for special and GxP devices in concurrence with business clients
Coordinate with OEM’s to replace or fix the issues for special devices
Maintain service to the business according to business needs
Manage relationship with vendors and business end-users
Interface with other resolver groups/suppliers in order to assist in providing solutions
Understand and adhere to GxP, GLP, and GMP compliance activities where required
Receiving end-user request and translate within ServiceNow
Manage advanced resolutions if within scope; else, assist user in providing End-to-End assistance in case the issue is out-of-scope
Participate in the process for system recovery and security patching within the lab computing environment
Qualification
Required
Qualification of Lab PCs are per provided SOPs
Resolve break-fix incidents, either by own intervention or requesting and coordinating technical service by OEM vendor
Support for non-standard PCs as per defined SOP's
Provide Hand and feet support for non-standard devices at shop floor, including GxP Compliant devices as per defined SOP's
Apply patches manually (if required) for special and GxP devices in concurrence with business clients
Coordinate with OEM's to replace or fix the issues for special devices
Maintain service to the business according to business needs
Manage relationship with vendors and business end-users
Interface with other resolver groups/suppliers in order to assist in providing solutions
Understand and adhere to GxP, GLP, and GMP compliance activities where required
Receiving end-user request and translate within ServiceNow
Manage advanced resolutions if within scope; else, assist user in providing End-to-End assistance in case the issue is out-of-scope
Participate in the process for system recovery and security patching within the lab computing environment
Minimum of 5 years in Wintel technology (Candidates who have previously worked in a technical support environment with good OS knowledge at a pharma company preferred)
Solid interpersonal and communication skills, with the ability to interact effectively with both technical and managerial audiences
Clear and strong customer focus and relationship
Good analytical and coordination skills are essential
Strong work ethic, combined with the ability to work independently
Good interpersonal and communication skills
Flexibility and ability to prioritize competing demands
Ability to perform in adverse situations
Strong knowledge of desktop/laptop/non-standard hardware
Very strong hands-on experience (H/W and S/W)
Good knowledge of OS flavors (Windows / Unix / Linux)
Thorough knowledge of active directory, domain controllers
Good knowledge of problem-solving approaches
Understanding of daily operations and delivery processes
Basic application/software installation and troubleshooting
Knowledge/exposure on ticketing tools
Knowledge of interfaces and some lab equipment is necessary. Examples include industrial printers, PDA's, Tablets
Preferred
Candidates who have previously worked in a technical support environment with good OS knowledge at a pharma company preferred
Company
Iron Systems, Inc
IRON Systems is a leading provider of integrated information technology solutions and last-mile supply chain services to the global Data Center, Edge Computing, Telecom and IoT Infrastructure and adjacent industries.
1001-5000 employees
H1B Sponsorship
Iron Systems, Inc has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (3)
2023 (2)
2022 (6)
2021 (4)
Funding
Current Stage
Late StageRecent News
Company data provided by crunchbase