Description
Company Overview
Cerevel Therapeutics is dedicated to unraveling the mysteries of the brain to treat neuroscience diseases. We are tackling neuroscience diseases with a differentiated approach that combines expertise in neurocircuitry with a focus on receptor selectivity. Our portfolio of pre-commercial neuroscience assets targets a broad range of central nervous system (CNS) disorders, including schizophrenia, epilepsy, Parkinson’s disease and substance use disorder.
Headquartered in the Greater Boston area, we are bold thinkers, deep experts, resilient pathfinders, and transparent partners who push the boundaries of scientific understanding to unlock breakthrough CNS therapies that have real impact on people’s lives.
Cerevel aspires to develop and nurture a culture characterized by trust, respect, courage, curiosity, and compassion, with a relentless focus on mission and results. Our patient-centricity guides our purpose, how we treat each other and what we work on every day. The successful candidate will bring their own unique thinking and approach to Cerevel while sharing our core values and convictions.
Role Summary
The Senior Specialist, Desktop Systems provides support and assistance to Cerevel’s end-user community at the Cambridge office, and those working from remote locations. This role provides 2nd and 3rd level advanced technical support for all systems and platforms utilized and accessed by end-users. This includes evaluation, engineering, deployment, operations, troubleshooting, diagnosis, and administration of technology solutions that support Cerevel’s end-user computing environment. This role will interact all levels of users and will act as a liaison between Information Technology resources, service providers and end-users.
\n- Address user tickets regarding computer hardware, software and networking
- Walk users through installing applications and computer peripherals
- Guide users with simple, step-by-step instructions
- Conduct remote troubleshooting or provide in-person support in the office
- Monitor and manage ITSM/SD Service Requests and Ticket Queue.
- Support Cerevel desktop application portfolio
- Document technical issues and solutions
- Manage request and incident escalations as required
- Maintain open communications with end-users on open support requests/incidents
- Ensure quality of services provided through follow-up communication with end-users
- Report user feedback and communicate potential product requests with other fulfiller groups
- Create and maintain technical documentation and manuals
- Process onboarding & offboarding of employees/contractors
- Deliver required IT equipment/devices to remote employees/contractors
- Adhere to policies as per corporate manuals and directives
- Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
- Hands-on experience with Microsoft Windows 10/Mac OS environments
- Working knowledge of office automation products and computer peripherals, such as printers and scanners
- Experienced with security practices around network, desktop systems and anti-virus/anti-malware programs
- Experienced with Microsoft Office 0365 administration/Azure Active Directory and Microsoft Security
- Ability to perform remote troubleshooting and provide clear instructions
- Setup and configure mobile devices iPhone/Android
- Excellent problem-solving and multitasking skills
- Customer service-oriented attitude
- Experience supporting a lab environment in the pharmaceutical industry
- Experience with MimeCast administration
- Experience with Box administration
- Experience with ITSM platforms and KPI reporting
- BSc in Computer Science or 5 years relevant experience
Cerevel is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other characteristic protected by applicable law.
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