Desktop Engineer
Alcami Corporation · Charleston County, SC · 1 mo ago
Information TechnologyFull-time
We need to output HTML fragment with sections: h3 headings for sections present: About the role? The posting includes a paragraph about Alcami and job summary. Could treat that as "About the role" or "Job Summary". The instruction: use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We need to include sections only when posting has real specific content. So we need sections: About the role (or Job Summary), Responsibilities, Qualifications, Knowledge, Skills, And Abilities (maybe combine as Skills?), Travel Expectations? Not listed as standard heading but we could include as a section maybe "Travel Expectations". However instruction says use those example headings; but we can also add other headings if needed? It says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We need to include sections only when posting has real specific content. So we need sections: About the role (or Job Summary), Responsibilities, Qualifications, Knowledge, Skills, And Abilities (maybe combine as Skills?), Travel Expectations? Not listed as standard heading but we could include as a section maybe "Travel Expectations". However instruction says use those example headings; but we can also add other headings if needed? It says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but likely they expect those. We'll include: About the role (job summary), Responsibilities, Qualifications, Skills (maybe combine Knowledge, Skills, And Abilities), Travel Expectations (maybe as its own section). Also On-Site Expectations (schedule) could be Schedule section. Pay not present, Benefits not present. So we omit those.
We need to use - for any list of duties/requirements/benefits. So responsibilities list items, qualifications list items, skills list items, travel expectations maybe list, schedule maybe list.
We must preserve all substantive information, not invent or summarize away detail. Remove boilerplate: cookie/navigation/legal/EEO etc. There's none.
We need to ensure we don't repeat job title as heading. Not include Job ID.
We need to output only HTML fragment.
Let's extract content.
Job Summary paragraph: "At Alcami, we deliver reliable solutions that unlock the potential of transformative medicines from discovery to commercialization, through trusted partnership with our clients, recognized industry expertise and proven regulatory track record. Are you interested in joining our team? Job Summary The Desktop Engineer will help ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Additionally, problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This position will involve manufacturing and scientific computer system installation, test execution, and support."
We can combine that as About the role.
On-Site Expectations: "100% on-site position. 1st Shift: Monday - Friday, 8:00am - 5:00pm. After-hours and flexible hours as needed. On call as needed."
That's schedule.
Responsibilities: list bullet points after "Responsibilities". Let's extract each sentence as bullet.
Responsibilities block:
- End User Support Field incoming help requests via ticket system, walk-up, telephone, and e-mail in a courteous professional manner.
- Documents all pertinent end-user identification information, including name, department, contact information and nature of problem or issue in our incident management system.
- Builds rapport and elicits problem details from helpdesk customers.
- Triages and escalates problems when required.
- Provide exceptional customer service and follow up on incidents and issues.
- Perform end user account management, permissions, and access as required.
- PC Management Deploy PC Images and complete user setup as assigned or required.
- Manage and maintain accurate and detailed records of hardware receipt and assignments.
- Apply diagnostic utilities to aid in troubleshooting PCs, manufacturing, and laboratory systems.
- Install software as requested by users in accordance with IT software standards
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
- Perform installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.
- Technical Overviews and Training Record, track, and document the help desk request problem solving process.
- Identify and learn appropriate software and hardware used and supported by the company.
- Test fixes to ensure the problem has been adequately resolved.
- Develop and publish training instructions, how to sheets, and frequently asked question lists for end users.
- Conduct IT onboarding training for end users.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Ensure timely completion and compliance with cGMP and all other relevant company training requirements.
- Other duties as assigned.
Qualifications block:
- Bachelor's Degree in Computer Science, prior technical training, or equivalent experience required.
- A+ Certifications preferred.
- 2-3+ years’ experience in an information technology support role required with experience in supporting pharmaceutical or manufacturing areas.
- Experience using or supporting laboratory or manufacturing systems and processes preferred.
Knowledge, Skills, And Abilities block: many bullet-like sentences.
Let's extract each as bullet.
- Experience with desktop operating systems, including Windows 10 and Windows 11.
- Application support experience with Microsoft suite and Adobe Acrobat.
- Working technical knowledge of network protocols and systems including TCP/IP, DNS, DHCP, and Active Directory.
- Knowledge of multiple diagnostic utilities, including Microsoft tools (e.g., PowerShell, CMD).
- Good analytical and problem-solving skills with attention to detail and accuracy.
- Familiar with Incident management systems like ServiceNow, JIRA, Remedy or similar.
- Strong knowledge of computer hardware and mobile devices including smartphones.
- Strong understanding of IT security principles and best practices.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills with a focus on rapport-building, listening, and questioning skills.
- Ability to learn new systems quickly and provide end user support.
- Uses professional concepts and critical thinking to solve complex problems.
- Independently determines methods and procedures, including assignments and the work of others.
- Applies job skills and company policies and SOPs to complete a broad range of difficult tasks.
Travel Expectations:
- This position will support local Alcami sites, so short commutes to provide on-site support to multiple locations regularly is required.
- Travel to more remote sites may be necessary for training or support, but this is not expected to be more than 5%.
Physical Demands and Work Environment: This is substantive but not a standard heading; maybe we could include as a section "Physical Demands and Work Environment". But instruction only gave examples; but we can include if we want. However they said "Prefer a few substantive sections over many thin ones." This section is somewhat detailed; we could include it. But it's not in the list of example headings; but we could still use h3 with that title. It's not prohibited. However to be safe, maybe we omit it because it's not one of the example headings and could be considered boilerplate? It's substantive though. The instruction: "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." The e.g. suggests those are examples, not exclusive. So we can add other headings if needed. But they also say "Prefer a few substantive sections over many thin ones." Adding Physical Demands may be okay.
But we also have "On-Site Expectations" which we already covered as Schedule.
We'll include sections: About the role, Responsibilities, Qualifications, Skills, Travel Expectations, Schedule, Physical Demands and Work Environment.
But we need to avoid thin sections; each has decent content.
Now format.
We'll output:
About the role
... (the job summary paragraph)
Responsibilities
- ... each bullet
Similarly for Qualifications, Skills, Travel Expectations, Schedule, Physical Demands and Work Environment.
Make sure to preserve all info; not omit any.
Let's craft the About the role paragraph exactly as in posting: "At Alcami, we deliver reliable solutions that unlock the potential of transformative medicines from discovery to commercialization, through trusted partnership with our clients, recognized industry expertise and proven regulatory track record. Are you interested in joining our team? Job Summary The Desktop Engineer will help ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Additionally, problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This position will involve manufacturing and scientific computer system installation, test execution, and support."
We need to keep that as is.
Now Responsibilities bullets: need to ensure we capture each sentence exactly.
Let's list them:
1. Field incoming help requests via ticket system, walk-up, telephone, and e-mail in a courteous professional manner.
2. Documents all pertinent end-user identification information, including name, department, contact information and nature of problem or issue in our incident management system.
3. Builds rapport and elicits problem details from helpdesk customers.
4. Triages and escalates problems when required.
5. Provide exceptional customer service and follow up on incidents and issues.
6. Perform end user account management, permissions, and access as required.
7. Deploy PC Images and complete user setup as assigned or required.
8. Manage and maintain accurate and detailed records of hardware receipt and assignments.
9. Apply diagnostic utilities to aid in troubleshooting PCs, manufacturing, and laboratory systems.
10. Install software as requested by users in accordance with IT software standards
11. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
12. Perform installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.
13. Record, track, and document the help desk request problem solving process.
14. Identify and learn appropriate software and hardware used and supported by the company.
15. Test fixes to ensure the problem has been adequately resolved.
16. Develop and publish training instructions, how to sheets, and frequently asked question lists for end users.
17. Conduct IT onboarding training for end users.
18. Evaluate documented resolutions and analyze trends for ways to prevent future problems.
19. Ensure timely completion and compliance with cGMP and all other relevant company training requirements.
20. Other duties as assigned.
Note: Some bullets start with verb capitalized inconsistently; we keep as is.
Qualifications bullets:
1. Bachelor's Degree in Computer Science, prior technical training, or equivalent experience required.
2. A+ Certifications preferred.
3. 2-3+ years’ experience in an information technology support role required with experience in supporting pharmaceutical or manufacturing areas.
4. Experience using or supporting laboratory or manufacturing systems and processes preferred.
Skills bullets (Knowledge, Skills, And Abilities):
1. Experience with desktop operating systems, including Windows 10 and Windows 11.
2. Application support experience with Microsoft suite and Adobe Acrobat.
3. Working technical knowledge of network protocols and systems including TCP/IP, DNS, DHCP, and Active Directory.
4. Knowledge of multiple diagnostic utilities, including Microsoft tools (e.g., PowerShell, CMD).
5. Good analytical and problem-solving skills with attention to detail and accuracy.
6. Familiar with Incident management systems like ServiceNow, JIRA, Remedy or similar.
7. Strong knowledge of computer hardware and mobile devices including smartphones.
8. Strong understanding of IT security principles and best practices.
9. Exceptional written and oral communication skills.
10. Exceptional interpersonal skills with a focus on rapport-building, listening, and questioning skills.
11. Ability to learn new systems quickly and provide end user support.
12. Uses professional concepts and critical thinking to solve complex problems.
13. Independently determines methods and procedures, including assignments and the work of others.
14. Applies job skills and company policies and SOPs to complete a broad range of difficult tasks.
Travel Expectations bullets:
1. This position will support local Alcami sites, so short commutes to provide on-site support to multiple locations regularly is required.
2. Travel to more remote sites may be necessary for training or support, but this is not expected to be more than 5%.
Schedule
- for any list of duties/requirements/benefits. So responsibilities list items, qualifications list items, skills list items, travel expectations maybe list, schedule maybe list.
We must preserve all substantive information, not invent or summarize away detail. Remove boilerplate: cookie/navigation/legal/EEO etc. There's none.
We need to ensure we don't repeat job title as heading. Not include Job ID.
We need to output only HTML fragment.
Let's extract content.
Job Summary paragraph: "At Alcami, we deliver reliable solutions that unlock the potential of transformative medicines from discovery to commercialization, through trusted partnership with our clients, recognized industry expertise and proven regulatory track record. Are you interested in joining our team? Job Summary The Desktop Engineer will help ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Additionally, problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This position will involve manufacturing and scientific computer system installation, test execution, and support."
We can combine that as About the role.
On-Site Expectations: "100% on-site position. 1st Shift: Monday - Friday, 8:00am - 5:00pm. After-hours and flexible hours as needed. On call as needed."
That's schedule.
Responsibilities: list bullet points after "Responsibilities". Let's extract each sentence as bullet.
Responsibilities block:
- End User Support Field incoming help requests via ticket system, walk-up, telephone, and e-mail in a courteous professional manner.
- Documents all pertinent end-user identification information, including name, department, contact information and nature of problem or issue in our incident management system.
- Builds rapport and elicits problem details from helpdesk customers.
- Triages and escalates problems when required.
- Provide exceptional customer service and follow up on incidents and issues.
- Perform end user account management, permissions, and access as required.
- PC Management Deploy PC Images and complete user setup as assigned or required.
- Manage and maintain accurate and detailed records of hardware receipt and assignments.
- Apply diagnostic utilities to aid in troubleshooting PCs, manufacturing, and laboratory systems.
- Install software as requested by users in accordance with IT software standards
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
- Perform installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.
- Technical Overviews and Training Record, track, and document the help desk request problem solving process.
- Identify and learn appropriate software and hardware used and supported by the company.
- Test fixes to ensure the problem has been adequately resolved.
- Develop and publish training instructions, how to sheets, and frequently asked question lists for end users.
- Conduct IT onboarding training for end users.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Ensure timely completion and compliance with cGMP and all other relevant company training requirements.
- Other duties as assigned.
Qualifications block:
- Bachelor's Degree in Computer Science, prior technical training, or equivalent experience required.
- A+ Certifications preferred.
- 2-3+ years’ experience in an information technology support role required with experience in supporting pharmaceutical or manufacturing areas.
- Experience using or supporting laboratory or manufacturing systems and processes preferred.
Knowledge, Skills, And Abilities block: many bullet-like sentences.
Let's extract each as bullet.
- Experience with desktop operating systems, including Windows 10 and Windows 11.
- Application support experience with Microsoft suite and Adobe Acrobat.
- Working technical knowledge of network protocols and systems including TCP/IP, DNS, DHCP, and Active Directory.
- Knowledge of multiple diagnostic utilities, including Microsoft tools (e.g., PowerShell, CMD).
- Good analytical and problem-solving skills with attention to detail and accuracy.
- Familiar with Incident management systems like ServiceNow, JIRA, Remedy or similar.
- Strong knowledge of computer hardware and mobile devices including smartphones.
- Strong understanding of IT security principles and best practices.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills with a focus on rapport-building, listening, and questioning skills.
- Ability to learn new systems quickly and provide end user support.
- Uses professional concepts and critical thinking to solve complex problems.
- Independently determines methods and procedures, including assignments and the work of others.
- Applies job skills and company policies and SOPs to complete a broad range of difficult tasks.
Travel Expectations:
- This position will support local Alcami sites, so short commutes to provide on-site support to multiple locations regularly is required.
- Travel to more remote sites may be necessary for training or support, but this is not expected to be more than 5%.
Physical Demands and Work Environment: This is substantive but not a standard heading; maybe we could include as a section "Physical Demands and Work Environment". But instruction only gave examples; but we can include if we want. However they said "Prefer a few substantive sections over many thin ones." This section is somewhat detailed; we could include it. But it's not in the list of example headings; but we could still use h3 with that title. It's not prohibited. However to be safe, maybe we omit it because it's not one of the example headings and could be considered boilerplate? It's substantive though. The instruction: "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." The e.g. suggests those are examples, not exclusive. So we can add other headings if needed. But they also say "Prefer a few substantive sections over many thin ones." Adding Physical Demands may be okay. But we also have "On-Site Expectations" which we already covered as Schedule. We'll include sections: About the role, Responsibilities, Qualifications, Skills, Travel Expectations, Schedule, Physical Demands and Work Environment. But we need to avoid thin sections; each has decent content. Now format. We'll output:
About the role
... (the job summary paragraph)
Responsibilities
- ... each bullet