Contract: IT Helpdesk Engineer Level 2

About the role

PharmaEssentia Corporation is a rapidly growing biopharmaceutical innovator leveraging deep expertise and proven scientific principles to deliver effective new biologics for challenging diseases in hematology and oncology. Founded in 2003, the company is listed on the Taiwan Stock Exchange (TWSE: 6446) and operates globally with headquarters in Burlington, MA.

Responsibilities

• Provide Level 2 support for escalated incidents and service requests.
• Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, operating systems, business applications, and collaboration tools.
• Support Windows and/or mobile devices, including user profiles, device performance, and system errors.
• Diagnose and resolve network connectivity issues, including Wi-Fi, VPN, LAN, DNS, DHCP, and basic firewall-related problems.
• Support Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, Exchange Online, and Office applications.
• Create, modify, disable, and troubleshoot user accounts in Active Directory, Microsoft Entra ID/Azure AD, and related systems.
• Manage group memberships, permissions, shared mailboxes, distribution lists, and access requests.
• Support password resets, MFA issues, SSO troubleshooting, and account lockouts.
• Ensure access changes follow company security policies and approval processes.
• Build, configure, deploy, and maintain laptops, desktops, peripherals, and mobile devices.
• Install, update, and troubleshoot approved software applications.
• Support endpoint management tools such as Intune or similar platforms.
• Maintain accurate asset records and assist with equipment lifecycle management.
• Log, update, prioritize, and resolve tickets in the IT service management system.
• Escalate complex issues to Level 3 support, infrastructure, security, or vendors when required.
• Identify recurring technical issues and recommend permanent fixes or process improvements.
• Document troubleshooting steps, resolutions, and knowledge base articles.
• Follow IT security policies, data protection requirements, and access control procedures.
• Aid in endpoint security, antivirus/EDR alerts, patching, encryption, and vulnerability remediation.
• Assist with onboarding and offboarding processes in coordination with HR and business teams.
• Support business continuity and disaster recovery activities as needed.

Qualifications

• Diploma, associate degree, bachelor’s degree, or equivalent experience in Information Technology, Computer Science, or a related field.
• 2–5 years of experience in IT helpdesk, desktop support, service desk, or technical support.
• Experience supporting Microsoft Windows, Microsoft 365, Microsoft Entra, and standard business applications.
• Strong troubleshooting skills across hardware, software, networking, and user access issues.
• Experience using ticketing systems such as ServiceNow, or similar.
• Good understanding of ITIL-based incident, request, and change management processes.
• Strong communication skills and ability to support both technical and non-technical users.

Preferred Qualifications

• Certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft 365 Certified: Fundamentals, Microsoft Certified: Azure Fundamentals, ITIL Foundation.
• Experience with endpoint management tools such as Microsoft Intune or similar.
• Experience supporting VPN, MFA, SSO, endpoint encryption, and remote access tools.
• Experience in a regulated, healthcare, pharmaceutical, financial, or enterprise environment.
• Basic scripting experience with PowerShell or similar tools.

Skills and Competencies

• Strong customer service and user-support mindset.
• Ability to prioritize multiple incidents and requests in a fast-paced environment.
• Strong analytical and problem-solving ability.
• Clear documentation and knowledge-sharing skills.
• Ability to work independently and as part of a wider IT team.
• High attention to detail, especially with access management and security procedures.
• Professionalism, discretion, and ability to handle confidential information.

Tools and Technologies

• Windows 10/11
• macOS
• iOS/Android
• Microsoft 365
• Microsoft Teams, Outlook, OneDrive, SharePoint
• Active Directory
• Microsoft Entra ID / Azure AD
• Intune or similar endpoint management tools
• Ticketing systems
• Antivirus/EDR platforms
• Printers, scanners, docking stations, and conference room equipment