Sr. Desktop Systems Administrator

San Francisco, CA, United States
Apr 22, 2019
Biotech Bay
Required Education
Bachelors Degree
Position Type
Full time
Position Overview

This is a key position responsible for ensuring the absolute best technical service and support is provided to our customers.

This position will fill three primary roles within the End User Support Group. The first role is the efficient and customer focused resolution of end user support issues assigned. The second role is to act as the technical expert for the group and primary escalation point for all issues that others in the group were unable resolve. The third role is to be system owner and technical expert for the Help Desk and Desktop Management systems, with a focus on leveraging these systems to drive process improvement and efficiencies throughout the department.

Works on extremely complex problems in which analysis of situations or data requires and evaluation of intangible variables. Provides second level support to all individuals in the end user support organization. Exercises independent judgment in developing methods, techniques and evaluation criteria for obtaining results. Acts independently to determine methods and procedures on new assignments, making recommendations to management when unable to resolve issues. Shortens time, reduces cost and improves quality of technical support and issue resolution for Nektar staff and partners and drives this improvement through the entire desktop support team. Manages and drives process improvement through implementation of new and refinement of existing Desktop Systems such as Help Desk and PC Management systems. This work includes but is not limited to centralized management of end user connection software, such as Internet Explorer, Verizon and AT&T communications applications and other software. Coordinates the testing, preparing, and deploying of new software, enhancements and upgrades. Coordinates implementations and helps implement new software and hardware upgrades. Researches, tests, and resolves complex desktop hardware and software problems expeditiously and with minimum disruption to Nektar internal and external customers. Tracks all issues and presents reports to his/her manager outlining issues, escalations and projects. Assists with network software problem troubleshooting and recommends hardware and software solutions. Maintains desktop, terminal, and printer hardware and software documentation Participates in the on-call schedule and responds to priority incidents as needed, as well as updating problem/project-tracking records in a timely manner. Develops written instructions and FAQs to provide guidance to Nektar customers and partners. Independently completes desktop related projects as assigned (e.g., office moves, printer installation, etc). Interacts with various internal and external contacts such as, support teams, System Engineers, project teams, Validation, vendors and end-users to complete assignments. Researches and develops processes and procedures for Information Technology within area of responsibility. Secures computer equipment for project teams and operations. Documents and measures processes that support operations and procurement of computer equipment. Provides second level support and training to project teams. Works on other projects as assigned.

A minimum of a Bachelor's degree in Computer Science or related discipline is required. Equivalent experience may be accepted. A minimum of 8 years relevant industry experience supporting remote desktop/laptop users, email, Blackberry, Microsoft Office Suite, and other related desktop applications, as well as PC and laptop imaging and repair are required. Extensive technical knowledge and issue resolution expertise with: Windows OS (XP and Windows 7), Office (2007 & 2010), Blackberry devices in a Blackberry Enterprise Server Environment, MS Project, WiFi adapters and networks, Verizon, and AT&T wireless broadband devices, Help Desk Systems (Numara a plus), Desktop Management Systems, user management in Active Directory and Exchange 2007. Extensive experience with desktop security and specifically local machine configuration restriction is required. Excellent analytical and problem solving skills are required, as well as have the ability to troubleshoot issues outside the defined area of expertise. Experience with IP (LAN and WAN) networking, DNS, and DHCP is required. Must have experience to provide problem solving and troubleshooting support to peers. Great interpersonal skills, with a focus on listening and questioning skills are required. Must possess excellent oral and written communication skills. Must be able to demonstrate excellent customer service skills. Must be a quick learner and team player with excellent organizational skills. Strong attention to detail regarding documentation is a must. Must be able to follow established team guidelines and Standard Operating Procedures. Ability to effectively multi task is required. Previous experience working in the Pharmaceutical or Biotechnology industry is preferred. Experience working in a GMP pharmaceutical manufacturing or other regulated environment preferred.

We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class. Nektar Therapeutics will consider for employment qualified applicants with criminal histories in the manner proscribed by the San Francisco Fair Chance Ordinance.