Desktop Support Specialist

Adverum is looking for a Desktop Support Specialist to join our team in our Redwood City office. This position reports into the Associate Director, IT End User Services.  This person will be working with Adverum personnel across all departments and with some vendors.  This role is responsible for providing an outstanding IT experience for our customers by acting as a point of contact for resolving IT related issues and requests. Responsibilities include provisioning, installing, troubleshooting, repairing, maintaining, and upgrading hardware and software within the Adverum computing environment.
What you'll do:

• Provide day-to-day IT support and excellent customer service to the Adverum workforce.
• Provide technical guidance in easy to understand, non-technical terms to users of all skill levels.  
• Document all user requests from initiation through resolution in the IT Service Management System (ITSM).
• Follow defined processes to install, configure, and administer IT systems - primarily Windows, MacOS, iOS, Zoom, and Sharp. 
• Recommend improvements to optimize IT services.
• Document processes and technical configurations.  
• Follow and implement security policies while carrying out Desktop Support and related responsibilities.
• Build computer systems, Install software, hardware, and peripheral components.
• Support GxP compliant and specialty lab software. 
• Maintain desktop hardware and peripherals inventory in appropriate tracking systems.
• Write procedural and end user Knowledge Articles.  
• Relocate technical equipment to and from an assigned location, as needed.
• Other duties as directed or required.

About you:

• A passion for customer service, including the ability to listen, interpret and explain computer and other technical concepts in non-technical terms 
• Must have at least 6 years of professional experience, as described below. 
• Deep experience with Microsoft Windows, MacOS, Office 365, and Active Directory (Okta SSO, OneDrive, Teams, Sharepoint, Zoom a plus)
• Strong communications skills including the ability to write user documentation
• Steady under pressure with the ability to handle delicate and urgent situations with users of all levels
• A motivated learner with a strong desire to understand, improve (self and environment), and see things through
• Adept at trouble shooting computer related issues in Windows AND MacOS
• Hands-on experience with computer utilities and security tools, such as, anti-virus, malware removal, and update tools
• Experience working with users of all levels and technical abilities, including VIP support
• Experience in the pharma/biotech area and experience supporting lab systems
• Experience supporting mobile devices, primarily iOS (InTune experience a plus)
• Experience supporting remote users 
• Experience supporting conferencing tools, such as, Zoom, Teams
• Certifications in A+, Microsoft, ITSM, HDI a plus
• Bachelor’s degree is preferred. 

About Us
Adverum is a clinical-stage gene therapy company targeting unmet medical needs in ophthalmology and rare diseases. Adverum develops gene therapy product candidates designed to provide durable efficacy by inducing sustained expression of a therapeutic protein. Adverum’s core capabilities include clinical development, novel vector discovery and in-house manufacturing expertise, specifically in scalable process development, assay development, and current Good Manufacturing Practices quality control.

At Adverum, Inclusion and Diversity are at our core. We believe in the power of being your authentic self.  We strive to create the space which allows for everyone in our Adverum Community to not only feel safe but encouraged to speak, learn from each other, grow in their professions and be the very best versions of themselves no matter what their age, ethnic background, gender, origin, religion or sexual orientation