Site Support Engineer

Job Description:

Role: Site Support Engineer
Location: Emeryville, CA

POSITION SUMMARY
We are seeking a highly skilled and experienced End User Computing (EUC) Engineer to join our dynamic
team. In this role, you will be responsible for planning, designing, implementing, and supporting end user
computing infrastructure to ensure a secure, reliable, and productive computing environment for our
organization.

The EUC Engineer is responsible for the management:
• IT endpoint infrastructure & enterprise end user services

This Information Technology role reports to the head of IT Operations & Security.

Essential Duties & Responsibilities
• Design, implement, and manage end user computing solutions, including desktop/laptop systems,
mobile devices, virtual desktop infrastructure (VDI), and productivity/business applications.
• Deploy and configure operating systems (Windows, macOS) and ensure compatibility with
organizational requirements and security standards.
• Develop and maintain system images and software packages using automated deployment.
• Manage and maintain end user computing infrastructure, including hardware, software, and
peripherals.
• Monitor system performance, troubleshoot issues, and optimize resource utilization.
• Implement security measures to protect end user devices and data, including encryption, access
controls, and antivirus solutions.
• Ensure compliance with regulatory requirements and industry best practices.
• Provide technical support to end users, including troubleshooting hardware and software issues, and
resolving technical problems in a timely manner.
• Develop and maintain knowledge base articles, user guides, and training materials to empower end
users and promote self-service support options.
• Interact with cross-functional IT teams to assess end user computing needs and develop strategic
plans for technology adoption and integration.
• Communicate effectively with stakeholders at all levels of the organization to gather requirements,
provide updates, and solicit feedback.
• Participate in technology evaluations and recommend solutions that align with business objectives
and budget constraints.
• Maintain accurate documentation of end user computing configurations, procedures, and policies.
• Ensure compliance with IT policies, standards, and procedures, and participate in audits as required.
• Stay abreast of emerging technologies and industry trends related to end user computing and
evaluate their potential impact on the organization.
• Other duties as assigned, nothing in this job description restricts management's right to assign or
reassign duties & responsibilities to this job at any time

DESIRED BACKGROUND & EXPERIENCE
• Successful track record of EUC architecture and administration, execution, and delivery.
• Ability to multi-task in a fast-paced, dynamic environment.
• Experience working in a regulated networking environment (SOX and 21CFR11).
• Excellent organizational, communication and customer service skills with active-listening skills
Proven adaptability to shifting project schedules, priorities, and assignments; able to make effective
decisions under pressure.
• Demonstrated problem-solver with the ability to cope under pressure and coordinate multiple
activities in a dynamic, fast-paced team environment.
• Excellent written and documentation skills including proof reading and attention to detail.
Hands-on experience with hardware and software troubleshooting, system imaging, and software
deployment tools.
• Must be a self-driven, motivated IT professional with strong analytical and problem-solving skills, and
ability to diagnose and resolve complex technical issues.
• Excellent communication and interpersonal skills, with the ability to work effectively in a team
environment and interact with diverse stakeholders including executive management.
• Proactively identify opportunities for process improvements and automation to streamline end-user
support services.
• Proficiency in operating sysms (Windows, macOS, Linux), desktop virtualization technologies (e.g.,
Citrix Virtual Apps and Desktops), and endpoint management solutions (e.g., Microsoft Intune,
SCCM, Tanium), M365, Okta, Active Directory, etc.

REQUIREMENTS
• 7+ years' experience as EUC engineer in highly regulated, complex and multi-vendor environments
(e.g. Financial, Pharma)
• 5+ years' experience managing desktop and server OS and application patching and application
packaging using sophisticated management systems (e.g. Intune, System Center Configuration
Manager)
• 6+ years' experience managing Virtual Desktop environments, Mobile Device Management Systems
(e.g. MS Intune) and Endpoint protection systems (e.g. SEP)
• 7+ years' experience supporting Windows Enterprise customers in a large-scale (300+ node)
environment.
• 5+ years biopharmaceutical experience in fast-growing environment.
• Industry recognized technical level education & experience.
• Office environment with daily onsite presence required