Associate IS Engineer

What you will do

Lets do this. Lets change the world. In this vital role you will be responsible for diagnosing and resolving Virtual Desktop related issues affecting end users, managing virtual desktops, and proactively supervising service health. They will work closely with the Virtual Desktop System Owner and Service Owner to troubleshoot sophisticated issues and continually refine support processes and related documentation.

Roles & Responsibilities:

• Provide VDI specific end user support for hardware, software, and network related issues, escalating to the Virtual Desktop System Owner and Service Owner as vital
• Respond to service requests and incidents, ensuring timely resolution and high user satisfaction
• Perform Virtual Desktop service operations including provisioning, termination, upgrades, and region migration
• Coordinate support activities with the Amgen Service Desk and other teams
• Track incidents, service requests, and related resolutions using the service management system

What we expect of you

We are all different, yet we all use our unique contributions to serve patients.

Basic Qualifications:

• Bachelors degree and 0 to 3 years of Computer Science, IT or related field experience OR
• Diploma and 4 to 7 years of Computer Science, IT or related field experience

Preferred Qualifications:

Must-Have Skills:

• Proficiency in desktop computer hardware and software troubleshooting in an enterprise Windows 10/11 environment
• Excellent customer service and communication skills
• Working knowledge of IT systems, including operating systems, software applications, hardware components, and network infrastructure

Good-to-Have Skills:

• Experience managing one or more Virtual Desktop solutions, including Microsoft W365, Amazon WorkSpaces, Citrix Virtual Apps & Desktops, VMware Horizon (W365 or Amazon WorkSpaces Preferred)
• Experience with desktop management software (Microsoft Intune preferred)
• Strong analytical and problem-solving skills
• Working knowledge of IT service management practices and tools
• Ability to manage multiple priorities and work under stress

Soft Skills:

• Excellent verbal and written communication skills
• High degree of initiative and self-motivation
• Ability to successfully manage multiple priorities
• Comfortable working both independently and in a team environment