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Help Desk Technician

4 months ago

Boston, United States Verve Therapeutics, Inc. Full time
Job DescriptionJob DescriptionThe Company

Verve is a clinical-stage genetic medicines company established with a mission to solve the global health epidemic of cardiovascular disease. Founded by world-leading experts in cardiovascular medicine, human genetics and gene-editing, Verve is pioneering a new approach to the care of cardiovascular disease, potentially transforming treatment from chronic management to single-course gene editing medicines. The company's initial three programs – VERVE-101, VERVE-102, and VERVE-201 – target genes that have been extensively validated as targets for lowering low-density lipoprotein cholesterol (LDL-C), a root cause of cardiovascular disease. VERVE-101 and VERVE-102 are designed to permanently turn off the PCSK9 gene in the liver and are being developed initially for heterozygous familial hypercholesterolemia (HeFH) and ultimately to treat atherosclerotic cardiovascular disease (ASCVD) patients not at goal on oral therapy. VERVE-201 is designed to permanently turn off the ANGPTL3 gene in the liver and is initially being developed for homozygous familial hypercholesterolemia (HoFH) and ultimately to treat patients with refractory hypercholesterolemia. In 2023, Verve was named a Top Place to Work by The Boston Globe for the third consecutive year. Verve is headquartered in Boston, Massachusetts.

The Position

Verve is looking for a Help Desk Technician to join our growing IT department. As a Help Desk Technician at Verve, you will be responsible for providing tier 1 support for onsite and remote users in a mixed Windows/Mac environment. This is a key role that will work closely with our Managed Service Provider (MSP) to ensure timely issue resolution. The ideal candidate has experience working in a fast-paced, multi-location, life sciences company implementing and supporting IT, lab, GxP, and SOX regulated systems.

Job Responsibilities
  • Working with our MSP; Provide primary on-site operational support for issues that cannot be resolved remotely.
  • Provide Tier 1 Support for end users and MSP.
  • Set up computer hardware and communications tools for new employees.
  • Install and troubleshoot software on end-user laptops and laboratory PCs.
  • Provide conference room, desk phone and printer support.
  • Perform both hands on and remote troubleshooting through diagnostic techniques and asking pertinent questions.
  • Determine the best solution based on the issue and details provided by end-users.
  • Walk end-users through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Ensure compliance with all on-boarding and off-boarding policies and procedures.
  • Draft internal and user-facing knowledge base articles.
  • Other duties as assigned.
Qualifications
  • At least 1 year of Tier 1 operational support experience, preferably within a regulated life sciences environment. Bachelor's degree in computer science or related field preferred.
  • Self-motivated with the ability to take direction from more senior IT staff.
  • Strong customer service orientation with a focus on responsiveness, empathy, and understanding end-users' needs.
  • Flexibility to adapt to changing priorities and environments, ensuring continued support and service delivery in dynamic work settings.
  • Ability to collaborate effectively with colleagues and external partners, fostering a cooperative work environment that enhances overall support capabilities.
  • Experience support both Windows and Apple hardware.
  • Excellent problem-solving skills, a proactive approach, anticipating issues and working to ensure they are avoided or resolved as quickly as possible.
  • Excellent organizational and time management skills as demonstrated by ability to organize and prioritize work to meet service level agreements.
  • Excellent deskside manner.
  • Experience with desktop operating systems (Windows 7, Windows 10 and MacOS running Office 365).
  • Strong technical skills with end-point management (hardware and software).
  • Lab and GxP experience.
  • Experience using ServiceNow.
  • Proven ability to communicate effectively with people at all organizational levels.

This role requires to be onsite 5 days per week.

Don't check off every box in the requirements listed above? Please consider applying anyway. We want the best candidates for the job, and those candidates don't always meet 100% of the qualifications listed. At Verve, we are dedicated to building diverse and inclusive teams who embody the values we share: grit, spirit, drive, and passion. We look forward to learning more about your unique background.

EEO Statement

Verve Therapeutics is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

Recruitment & Staffing Agencies

Verve Therapeutics does not accept agency resumes unless contacted directly by internal Verve Talent Acquisition. Please do not forward resumes to Verve employees or any other company location; Verve Therapeutics is not responsible for any fees related to unsolicited resumes.