IT Desktop Support Technician

At Krystal Biotech, Inc., we bring together the brightest and most eager minds to relentlessly pursue the discovery, development and commercialization of gene delivery medicines for patients with serious and life-threatening genetic diseases. Founded in 2016, Krystal is a leader in gene therapy. Krystal received U.S. FDA approval for the first-ever redosable gene therapy treatment, VYJUVEK™, for the treatment of Dystrophic Epidermolysis Bullosa. Krystal continues to leverage our proprietary platform to develop new treatments across a robust clinical pipeline.

Krystal Biotech is based in Pittsburgh, PA which is home to our two state-of-the-art GMP facilities.

Join us on our journey to implement our mission to identify, develop and deliver genetic medicines to patients!

Job Description Summary:

Krystal Biotech, Inc is seeking a highly motivated and customer-oriented Desktop Support Technician to join our team and provide exceptional onsite technical support to both local and remote employees. As a Support Technician, you will be responsible for diagnosing and resolving technical issues, assisting with hardware and software installations, and ensuring the smooth overall operation of our IT systems. This is a full-time onsite role.

Primary Responsibilities:

• Offer timely and effective technical support to on-site employees, addressing hardware, software, and network-related issues
• Provide remote technical support to a global employee base through phone, email, and remote desktop tools, ensuring minimal downtime and disruptions
• Generate metrics and status reports for management; Develop and revise team documentation, procedures, and processes
• Work with cloud-based resources such as Microsoft Intune and Windows Autopilot to streamline configuration processes
• Assign and manage tasks within the team to ensure top-tier customer service
• Diagnose and resolve hardware and software problems for desktops, laptops, printers, and other peripherals
• Provide excellent customer service by actively listening to user concerns, empathizing with their issues, and ensuring timely resolution
• Manage user account information, including rights, security, and systems groups
• Assist in the installation, configuration, and maintenance of computer hardware, operating systems, and software applications
• Evaluate and advise on hardware and software standardization
• Offer guidance and training to employees on utilizing IT resources, software applications, and security best practices
• Maintain an accurate inventory of IT assets, including computers, peripherals, and software licenses
• Create and update technical documentation, user manuals, and knowledge base articles to facilitate efficient issue resolution
• Ensure compliance with IT security policies, implement security measures, and educate employees on cybersecurity best practices
• Collaborate with IT team members to escalate and resolve complex technical issues and participate in IT projects as needed
• Leads the development of the IT Service Catalog to ensure end-user support accessibility
  
  

Experience and Skills Desired:

• Bachelor’s degree in relevant discipline such as computer science is preferred, or equivalent combination of technical education (i.e., Associate’s programs / IT certifications) and professional experience
• 1-2+ years of experience in an IT support role
• Recent experience with cloud-based endpoint management solutions such as Intune or Autopilot, highly preferred
• Strong knowledge of computer hardware, software, and operating systems (Windows, macOS)
• Familiarity with network protocols and troubleshooting network-related issues
• Excellent problem-solving and communication skills
• Ability to work both independently and collaboratively in a team
• IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus
• Customer-oriented attitude with a commitment to delivering outstanding service
• Must be able to work in a fast-paced and changing environment with an ability to prioritize activities appropriately
  
  

Krystal Biotech, Inc. is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Krystal Biotech, Inc. does not accept unsolicited headhunter and agency resumes. Krystal Biotech, Inc. will not pay fees to any third-party agency or company that does not have a signed agreement with Krystal Biotech, Inc.

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