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End User Support (EUS) Desktop Support – Level 2
Role Summary
The Level 2 EUS Desktop Support Analyst provides advanced technical support for end-user computing environments, resolving incidents and service requests that cannot be addressed at Level 1. This role focuses on desktop, laptop, mobile, peripheral, and collaboration technologies, with an emphasis on timely resolution, root cause analysis, and continuous service improvement. The analyst acts as an escalation point and works closely with infrastructure, security, and application teams.
Key Responsibilities
Technical Support & Incident Resolution
- Provide Level 2 support for Windows and macOS desktops and laptops, including hardware, OS, and standard enterprise applications
- Troubleshoot complex issues related to operating systems, Office 365/Microsoft 365, Outlook, Teams, VPN, printers, and peripherals
- Resolve issues escalated from Level 1, ensuring adherence to SLAs and prioritization guidelines
- Perform root cause analysis and document permanent fixes to reduce recurring incidents
Device & Endpoint Management
- Support endpoint management tools such as Microsoft Intune, SCCM/MECM, Jamf, or equivalent
- Build, image, configure, deploy, and decommission end-user devices
- Apply OS patches, software updates, and security configurations in accordance with IT policies
Identity, Access & Security Support
- Support Active Directory and Azure AD user account administration (password resets, group membership, access provisioning)
- Assist with MFA, conditional access, and endpoint security issues
- Ensure compliance with security, data protection, and asset management standards
Service Management & Documentation
- Accurately log, track, and update incidents and requests in the ITSM tool (e.g., ServiceNow)
- Create and maintain technical documentation, KB articles, and standard operating procedures
- Identify opportunities for automation and service improvement
Collaboration & Customer Engagement
- Provide professional, customer-focused support to end users both onsite and remotely
- Coordinate with Level 3 teams, vendors, and other IT functions for issue resolution
- Support onboarding and offboarding activities, including device setup and access provisioning
Required Skills & Qualifications
Technical Skills
- Strong experience supporting Windows 10/11 and macOS
- Solid knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Experience with Active Directory, Azure AD, and endpoint management platforms
- Understanding of networking fundamentals (DNS, DHCP, VPN, TCP/IP)
- Hands-on troubleshooting of desktop hardware, laptops, printers, and peripherals
Professional Skills
- Strong analytical and problem-solving abilities
- Excellent written and verbal communication skills
- Ability to manage multiple tasks and prioritize effectively
- Customer-service mindset with attention to detail
Experience & Education
- 2–5 years of experience in an IT Desktop Support or End User Support role
- Associate or Bachelor’s degree in IT, Computer Science, or equivalent experience preferred
Certifications (Preferred)
- CompTIA A+, Network+, or Security+
- Microsoft certifications (e.g., Modern Desktop Administrator Associate)
- ITIL Foundation
Work Environment
- May require onsite and remote support
- Occasional after-hours or on-call support as needed
What next?
If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to
At Gilead, we're creating a healthier world for all people. For more than 35 years, we've tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world's biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.
Every member of Gilead's team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we're looking for the next wave of passionate and ambitious people ready to make a direct impact.
We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together.
The Director, USMA (United States Medical Affairs) Framework Architecture is responsible for establishing, maintaining and continuously improving the medical affairs framework within US Medical Affairs. This role ensures medical affairs operates ethically, transparently and in full compliance with internal policies, industry codes and regulatory requirements. This role oversees the design and implementation of robust medical mechanisms for medical content, scientific exchange, evidence generation and external engagement to uphold the highest ethical standards, patient-centricity, and scientific integrity.
Develop and execute training programs for Medical Affairs personnel on Medical Affairs framework and ethical standards. Track training completion and maintain audit readiness documentation. Ensure USMA employees operate in the appropriate framework for all US medical activities, including publications, post approval studies, research, advisory boards, scientific engagement and medical information and response documents. Partner with patient safety organization. Ensure Scientific integrity in US Affiliate communication.
Contribute to shaping medical affairs framework that compliantly enables the US Medical Affairs and US Affiliate organization.
Key Responsibilities:
- Identify and share opportunities to improve specific Medical Affairs framework, policies and input into relevant global and local policies.
- Develop, lead, and continuously improve the U.S. Medical framework to support compliant medical operations and decision-making.
- Drive medical affairs framework and ethical training programs and ensure ongoing training within USMA and US Affiliate as required.
- Ensure appropriate onboarding of employees into USMA framework in collaboration with Global Learning and Development.
- Ensure an effective medical contribution to the review and approval processes for U.S. promotional and non-promotional materials, ensuring medical accuracy and compliance (PRC).
- Ensure an effective medical contribution to the U.S. Medical Review Committee (MRC), ensuring timely and compliant review of medical content.
- Manage the USMA input into PRC and MRC escalation
- Collaborate closely with U.S. Commercial, Regulatory, Legal, and Compliance teams to support business objectives while upholding medical affairs framework standards.
- Ensure adherence to U.S. regulatory and industry standards including FDA promotional guidelines, PhRMA Code, and OIG compliance requirements.
- Provide medical governance oversight for U.S. medical field activities (e.g., MSL engagements, scientific exchange, advisory boards, studies).
- Support audits and inspections as needed.
- Up to date on emerging global and U.S. regulatory, clinical, ethical and compliance trends and assess their impact on USMA framework.
- Act as key liaison between Medical Affairs, Regulatory, Legal, Compliance and Commercial teams to ensure medical affairs has the optimal framework to enable compliance and USMA deliverables.
- Oversee risk assessments and implement control measures for emerging issues and manage medical and scientific risks across the US Affiliate.
- Develop appropriate metrics and dashboards to reflect key performance indicators for effective Medical Affairs framework within the US.
Qualifications:
- Advanced degree in a life science discipline (MD, PharmD, or PhD strongly preferred).
- Minimum 5 years of experience in U.S. Medical Affairs roles within the pharmaceutical or biotech industry.
- Deep understanding of US FDA regulations, PhRMA Code, Sunshine Act, and other applicable laws and guidance.
- Proven understanding or ability to lead governance frameworks within a US-based, cross-functional Medical Affairs environment.
- Strong experience in promotional review committees and medical content governance.
- Exceptional interpersonal, influencing, and communication skills.
- Strategic mindset with the ability to navigate complex challenges and drive ethical, compliant decision-making.
The salary range for this position is: Other US Locations: $221,000.00 - $286,000.00. Bay Area: $243,100.00 - $314,600.00. Gilead considers a variety of factors when determining base compensation, including experience, qualifications, and geographic location. These considerations mean actual compensation will vary. This position may also be eligible for a discretionary annual bonus, discretionary stock-based long-term incentives (eligibility may vary based on role), paid time off, and a benefits package. Benefits include company-sponsored medical, dental, vision, and life insurance plans.
Gilead Sciences Inc. is committed to providing equal employment opportunities to all employees and applicants for employment, and is dedicated to fostering an inclusive work environment comprised of diverse perspectives, backgrounds, and experiences. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, sex, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state and local laws. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact for assistance.
Gilead provides a work environment free of harassment and prohibited conduct. We promote and support individual differences and diversity of thoughts and opinion.
Job Title: Product Owner – Automation Framework
Location: Portland, OR
Job Type: Full-Time
Role Overview
We are seeking an experienced Product Owner – Automation Framework to lead and drive automation initiatives for Virtualized Android, Linux/QNX based In-Flight Entertainment (IFE)and infotainment platforms. This role will own the vision, roadmap, and delivery of automation frameworks supporting Qualcomm SOM based embedded systems and will work closely with cross-functional engineering teams to ensure scalable, high-quality automation solutions.
Mandatory Skills
- Automation Framework development & ownership
- Virtualized Android Environment
- Linux & QNX Operating Systems
- Qualcomm SOM / Embedded Platforms
- In-Flight Entertainment (IFE) Systems
Key Responsibilities
Product Leadership & Strategy
- Own the product vision, roadmap, and backlog for the Automation Framework supporting IFE platforms.
- Define and prioritize automation features based on business value, platform needs, and delivery timelines.
- Establish KPIs for automation coverage, stability, efficiency, and adoption across platform teams.
- Drive automation strategy for:
- Virtualized Android environments
- Linux and QNX subsystems
- Qualcomm SOM hardware platforms
- IFE integration and certification workflows
Agile & Delivery Management
- Create and maintain clear epics, features, and user stories for automation tools, APIs, and workflows.
- Refine backlog items to ensure feasibility, clarity, and engineering alignment.
- Partner with Scrum Master and Engineering Leads to enable predictable sprint-based delivery.
Stakeholder Collaboration
- Act as the primary liaison between automation engineering and cross-functional stakeholders.
- Gather and translate requirements from system verification, platform software, airline program teams, and integration labs.
- Communicate roadmap, progress, dependencies, and risks with clarity and consistency.
Required Qualifications
- 7–10 years of experience in Automation Framework / Embedded / Platform Software Product Ownership
- Strong understanding of Virtualized Android, Linux/QNX, and Qualcomm embedded platforms
- Experience working within Agile/Scrum automation engineering teams
- Strong stakeholder management, documentation, and communication skills
- Prior exposure to IFE, avionics, mobility, o
Job Title: Product Owner – Automation Framework
Location: Portland, OR
Experience: 7–10 Years
Job Type: Full-Time
Role Overview
We are seeking an experienced Product Owner – Automation Framework to lead and drive automation initiatives for Virtualized Android, Linux/QNX-based In-Flight Entertainment (IFE) and/or Automotive Infotainment platforms.
This role will own the vision, roadmap, and delivery of automation frameworks supporting Qualcomm SOM-based embedded systems and will work closely with cross-functional engineering teams to ensure scalable, high-quality automation solutions across embedded and infotainment ecosystems.
Mandatory Skills
- Automation Framework development & ownership
- Virtualized Android Environment
- Linux & QNX Operating Systems
- Qualcomm SOM / Embedded Platforms
- In-Flight Entertainment (IFE) or Automotive Infotainment Systems
Key Responsibilities
Product Leadership & Strategy
- Own the product vision, roadmap, and backlog for the Automation Framework supporting IFE and/or Automotive Infotainment platforms.
- Define and prioritize automation features based on business value, platform needs, and delivery timelines.
- Establish KPIs for automation coverage, stability, efficiency, and adoption across platform teams.
- Drive automation strategy for:
- Virtualized Android environments
- Linux and QNX subsystems
- Qualcomm SOM hardware platforms
- IFE or Automotive infotainment integration and certification workflows
Agile & Delivery Management
- Create and maintain clear epics, features, and user stories for automation tools, APIs, and workflows.
- Refine backlog items to ensure feasibility, clarity, and engineering alignment.
- Partner with Scrum Master and Engineering Leads to enable predictable sprint-based delivery.
Stakeholder Collaboration
- Act as the primary liaison between automation engineering and cross-functional stakeholders.
- Gather and translate requirements from system verification, platform software, airline program teams, automotive program teams, and integration labs.
- Communicate roadmap, progress, dependencies, and risks with clarity and consistency.
Required Qualifications
- 7–10 years of experience in Automation Framework / Embedded / Platform Software Product Ownership
- Strong understanding of Virtualized Android, Linux/QNX, and Qualcomm embedded platforms
- Experience working within Agile/Scrum automation engineering teams
- Strong stakeholder management, documentation, and communication skills
- Prior exposure to IFE, Automotive Infotainment, avionics, mobility, or embedded systems environments preferred
The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.
Desktop Support Engineer provides Break Fix, fault diagnosis and resolution.
Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite.
Ideal candidate should have relevant 3-5 years’ experience in Windows Desktop support.
a) Provide first/second level contact and problem resolution for customer issues.
b) Work with Third Party Vendors to remediate complex AV issues as needed.
c) Provide timely communication on issue status and resolution.
d) Maintain ticket updates for all reported incidents.
e) Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application.
f) Should have basic knowledge of Mac operating system, to support Apple pc users.
g) Install, upgrade, support and troubleshoot for printers, computer hardware.
h) Performs general preventative maintenance tasks on computers, laptops, printers.
i) Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
j) Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
k) Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.
l) This position requires the ability to work in a project-based environment requiring flexibility and teamwork.
Performs other duties as assigned.
Candidate Required Minimum Qualifications and Skills a) Bachelor’s Degree or equivalent in Computer Science or related field.
b) CompTIA A+, Microsoft Certified Professional (MCP) or better.
c) Minimum of 18 months years of IT experience.
d) Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
e) Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
f) Proven analytical, troubleshooting and problem-solving skills.
g) Proven ability to multi-task, effectively determine priorities and meet SLA’s.
h) Excellent communication relationship-building and internal customer service skills.
i) Adaptable and flexible in a fast-changing industry and work environment.
j) Willing to work off-hours and weekends when required for projects or emergency support.
The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre.
Desktop Support Engineer provides Break Fix, fault diagnosis and resolution.
Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite.
Ideal candidate should have relevant 3-5 years’ experience in Windows Desktop support.
Provide first/second level contact and problem resolution for customer issues.
b)Work with Third Party Vendors to remediate complex AV issues as needed.
c)Provide timely communication on issue status and resolution.
d)Maintain ticket updates for all reported incidents.
Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application.
Should have basic knowledge of Mac operating system, to support Apple pc users.
Install, upgrade, support and troubleshoot for printers, computer hardware.
Performs general preventative maintenance tasks on computers, laptops, printers.
Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.
This position requires the ability to work in a project-based environment requiring flexibility and teamwork.
Performs other duties as assigned.
Job Title: Desktop Administrator Japanese Language Proficiency (JLPT N2/N3 or equivalent preferred).
Location: Newark, NJ (Onsite)
Experience: 5+
Job Type: Full-time
Job Description
Must-Have Technical/Functional Skills
- 4-5 years of experience in desktop support managing laptops/desktops on Windows 7/10/11 operating systems.
- Experience in the installation/upgrade of Windows 11 on laptops and desktops.
- Experience in resolving user issues related to OS and laptop/desktop hardware issues.
- Experience in providing L2 support for desktops, laptops, printers, mobile devices, and peripherals as existing processes.
- Experience in diagnosing and troubleshooting users’ issues, including account setup, network configuration, and software/application issues.
- Experience in performing OS installations, upgrades, patching, and driver updates.
- Experience working with EUC tools such as SCCM for endpoint patching and Intune for mobile device management.
- Experience in installation and configuration of hardware and software/applications.
- Experience is using problem/ticket management systems like ServiceNow, BMC Remedy, Jira etc.
- Experience with remote support tools like Bomgar, LogMeIn, MS Teams, etc., to troubleshoot and resolve user issues.
- Coordinate with vendors for any hardware repairs and warranty services/issues.
- Familiarity with endpoint security tools—anti-virus, device encryption, Trend micro
- Work closely with other functional teams for escalated issues.
- Ensure SLA compliance for tickets, escalations, and service requests.
- Excellent communication and interpersonal skills.
- Ability to work well both independently and as part of a team.
- Customer-focused attitude and a desire to deliver high-quality support.
Technical Skills:
Strong experience in:
Windows 10 / Windows 11 administration
Microsoft Office / Microsoft 365
Active Directory / Azure AD
Endpoint management tools (SCCM / Intune)
Basic networking (TCP/IP, DNS, DHCP)
Experience working with ITSM tools (ServiceNow, Remedy, Jira, etc.).
Language Skills:
Japanese Language Proficiency (JLPT N2/N3 or equivalent preferred).
Ability to communicate technical issues in Japanese and English
Regards,
Sajith Nair
Ztek Consulting Inc.
Cell: 678-918-8705
The Analyst, Desktop Support is responsible for the maintenance, installation, repairs and overall support of desktops, laptops, tablets, mobile devices and IoT medical devices to support critical healthcare operations across The Guthrie Clinic (TGC). The Analyst documents, upgrades and/or replaces hardware and software as required. This position will work together with the Help Desk and Network Operations Center (NOC) staff as appropriate to determine and resolve problems.
Experience:
1. Preferred one to three (1 to 3) years of experience on a desktop support services team; healthcare experience preferred.
2. Proficiency in operating systems (e.g., Windows, macOS, iOS, Android)
3. Experience specifying, troubleshooting, and maintaining Microsoft compatible end‐user computing platforms and peripherals running Microsoft Windows Operation Systems including Windows 10 and Windows 11.
4. Experience migration operating system versions and updating desktop images.
5. Knowledge in Microsoft O365, Patch Management, anti-virus and inventory management tools.
6. Excellent knowledge of computers and peripherals.
7. Working knowledge of configuring and troubleshooting iOS and Android-based mobile devices.
8. Strong customer service orientation, good written and oral communication skills, self-motivated and directed.
9. Working knowledge of managing tickets, follow-up actions and close issues.
10. Ability to work in a fast-paced environment, manage user expectations and potential risks.
11. Experience with patch management software.
12. Basic understanding of LAN/WAN network infrastructure technologies.
13. Basic understanding of security technologies including firewalls and antivirus.
14. Experience with ITSM functionalities such as change control, CMDB and ticketing systems.
15. Basic understanding of healthcare information systems (e.g., Epic, Cerner), cybersecurity and clinical operations.
16. Experience with resolving multiple issues simultaneously.
Education:
1. Bachelor’s degree in Information Technology, Computer Science, Healthcare Administration or related field strongly desired or an equivalent combination of education and experience.
Licenses/Certifications:
1. Preferred certifications include CompTIA A+.
Essential Functions:
- Responsible for installation and maintenance of desktop, laptops, tablets, mobile devices, printers and peripheral hardware.
- Perform preventative maintenance on hardware.
- Test and plan the deployment of new operating system releases, vendor patches and commercial software releases.
- Develop and document standardized user processes and procedures; “how-to” documentation.
- Provides proactive and advanced troubleshooting and analysis.
- Understands and accounts for interactions between technologies and applications.
- Responsible for maintaining ticket status and resolution information in ticketing system.
- Accountable for meeting established performance metrics which will be used in performance evaluations.
- Participates in on-call support rotation as specified by management.
- Willingness to travel between sites in the TGC Pennsylvania/New York regional footprint (Sayre, Towanda, Troy, Corning, Cortland, Binghamton, etc.)
- Promotes the use of TGC’s PMO methodology and standards to manage IT initiatives.
- Demonstrate commitment to customer service by providing responsive and effective support, developing solid working relationships with customers and IT colleagues, and delivering high quality, value-added services that exceed customer expectations.
- Demonstrates a commitment to excellence in Customer Service with all internal and external customers of TGC.
- Performs related duties as assigned and unrelated duties as requested.
Other Duties:
- Other duties as assigned
Pay range: min $27.42/hr max $42.78/hr
Job Title: Desktop Engineer / Deskside Support
Location: Prosper, TX
Job Type: Contract-to-Hire
Schedule: Monday–Friday, 8:00 AM – 5:00 PM
Position Summary:
Our client is seeking experienced Desktop Engineers to provide deskside support in an enterprise environment. This role is ideal for candidates with deep knowledge of Windows operating systems and strong troubleshooting abilities, especially with the Windows registry and client-side networking. The ideal candidate is not just a user of Windows, but someone who understands how it works beneath the surface.
Key Responsibilities:
- Provide deskside technical support for Windows OS and various hardware components
- Troubleshoot and support issues involving laptops, desktops, thin clients, badge readers, signature pads, document scanners, webcams, speakers, and microphones
- Perform installations, uninstalls, and imaging (no image creation required)
- Troubleshoot client-side networking and registry-level issues
- Deliver timely and professional technical support directly at users’ desks
- Document and escalate support issues as needed
Required Qualifications:
- Minimum of 3 years of Deskside/Desktop Support experience in an enterprise environment
- High school diploma or equivalent
- Strong understanding of Windows OS and registry-level troubleshooting
- Solid linear troubleshooting skills and client-side network support experience
- Excellent communication skills for interacting with both technical and non-technical users
Preferred Qualifications:
- Prior experience in a medical or government environment
Additional Details:
- This is a contract-to-hire role
- No driving is required while on contract, but 3 years of driving history is preferred for conversion
Training for first week will be onsite (no days at home that week, i.e.
first week) Note: Must be Authorized and willing to work on W2.
End User Support role, Desktop Support Skills.
Primary experience in a large scale environment is highly preferred.
Will prefer past experience with Windows 8/10 or 11.
Proficient in MS O365, Outlook, MS teams, and one drive, Exchange Online.
Will actively be touching each of these.
Software Installation and Support, Onboarding Users, PC Setups, and PC replacements, completing back-up and restores of data, and reinstalling software.
Need strong technical candidates with excellent commm skills and commitment to join asap.
Support, Desktop, Outlook, laptop, Technical, users
