Helpdesk & Desktop Systems Tech Ii

Job Posting

Helpdesk & Desktop Technician II

Helpdesk & Desktop Systems Technician II

As a skilled and customer-oriented Helpdesk Technician, in this role you will provide efficient and effective technical support to our users. The responsibilities will include deploying, troubleshooting, and resolving hardware, software, and network issues while delivering exceptional customer service. The Helpdesk & Desktop Systems Technician will play a critical role in maintaining end-user IT assets and ensuring optimal performance across the organization, being one of the primary interfaces to the company user community from within the IT organization.

Good things are happening at Omeros!

Come join our IT Omeros Team!

Who is Omeros?

Omeros is an innovative biopharmaceutical company committed to discovering, developing and commercializing small-molecule and protein therapeutics for large-market and orphan indications targeting inflammation, immunologic diseases (e.g., complement-mediated diseases) and cancers. Omeros’ lead MASP-2 inhibitor narsoplimab targets the lectin pathway of complement and is the subject of a biologics license application pending before FDA for the treatment of hematopoietic stem cell transplant-associated thrombotic microangiopathy. Narsoplimab is also in multiple late-stage clinical development programs focused on other complement-mediated disorders, including IgA nephropathy, atypical hemolytic uremic syndrome and COVID-19. OMS906, Omeros’ inhibitor of MASP-3, the key activator of the alternative pathway of complement, is in a Phase 1 clinical trial. For more information about Omeros and its programs, visit www.omeros.com.

What are your job responsibilities?

• Provide timely and professional technical assistance to end-users by identifying, troubleshooting, and resolving hardware, software, and network-related issues
• Provide end-user and technical training in supported applications
• Maintain IT asset inventory, including procurement, tracking, and disposal, ensuring compliance with company policies and procedures
• Conduct software updates, patches, and system upgrades under the guidance of senior IT staff, ensuring minimal disruption to end-users
• Utilize approved remote access tools to assist end-users with software installations, configurations, and troubleshooting
• Respond to and document all support incidents accurately and comprehensively in the helpdesk ticketing system and knowledgebase, ensuring proper categorization, prioritization, and resolution tracking in a courteous and customer focused manner
• Assist in the deployment and maintenance of desktops, laptops, mobile devices, and peripheral equipment, ensuring hardware and software configurations are up-to-date

Technical Education, Skills and Knowledge Required:

• Strong interpersonal and communication skills, both written and verbal, with the ability to effectively communicate technical concepts to non-technical users
• CompTIA A+ Certification is preferred
• Working knowledge of end-user productivity and collaboration tools such as Office 365, SharePoint, Zoom/Zoom Rooms, and other SaaS systems
• A minimum of 3 years of systems, networking, and application management experience
• Strong analytical and problem-solving skills for technical issues
• Excellent organizational skills resulting in prioritizing effectively, delivering results within reasonable timelines
• Understanding of techniques and practices in installation, maintenance and troubleshooting of software and hardware components, printers, scanners, and mobile devices
• A minimum of 3 - 5 years of experience in an IT helpdesk or desktop support function, preferably in a biotechnology or pharmaceutical company
• Working knowledge of troubleshooting web applications compatible with modern web browsers, both mobile and desktop based, including Microsoft Edge, Apple Safari, Mozilla Firefox, and Google Chrome
• Microsoft 365 Certified: Modern Desktop Administrator Associate (MCA) is a plus
• Experience with Clinical and Manufacturing information systems (e.g., Quality Management System, Laboratory Information Management Systems, etc.) specific to the biotech/biopharma industry is a plus
• Attention to detail, ability to multi-task, handling multiple responsibilities simultaneously
• Working knowledge of administrative tools such as Active Directory and Exchange Online, Identity Providers (Okta/Workspace One), Mobile Device Management (AirWatch/Intune), Email Protection (Mimecast/Proofpoint), Computer management (PDQ/JAMF/SCCM/FOG)
• Working knowledge of general IT security best-practices

Behavioral Competencies Required:

• Track record of providing a high level of customer service
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and meeting deadlines

Other Requirements:

• Must be authorized to work in the U.S.
• Must have ability to respond to after-hours situations, if necessary

Physical Demands Required:

• Intermittent physical activity including bending, reaching, pushing, pulling, or lifting up to 40 lbs.
• May encounter prolonged periods of sitting

Compensation and Benefits:

Omeros is proud to offer a competitive total compensation package designed to support the lives of our employees and their families. The wage scale for this position is $95,000 to $114,000 per year. Salaries will be determined based on knowledge, skills, education, and experience relevant to the role. Employees are offered medical, dental, vision and life insurance and a 401k plan with a company match. Employees accrue three weeks of vacation and 80 hours of sick time on an annual basis and receive twelve paid holidays throughout the calendar year. This position is eligible for bonus and stock options. To learn more about Omeros, please visit www.omeros.com.

Omeros is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, age, marital status, or any other factor determined to be unlawful by federal, state, or local statutes.

It is our policy to provide reasonable accommodation to anyone with a disability who needs assistance completing the job application process. If you need assistance, you can either send an e-mail to [email protected] or contact Omeros, asking for Human Resources, at (206) 676-5000.