End User Support Analyst

A career at Resilience is more than just a job – it’s an opportunity to change the future.

Resilience is a technology-focused biomanufacturing company that’s changing the way medicine is made. We’re building a sustainable network of high-tech, end-to-end manufacturing solutions to better withstand disruptive events, serve scientific discovery, and reach those in need. 

For more information, please visit www.resilience.com

Position Summary & Responsibilities

The end user support analyst's primary responsibility is to ensure all Resilience users can effectively utilize Resilience’s technology, digital tools and systems. The End User Support Analyst (EUSA) will be responsible for digital end user support and digital operations activities requested by customers and or assigned by management. This person will introduce new employees and contractors to the digital ecosystem at Resilience and perform all end user computer laptop maintenance and provisioning, system onboarding/offboarding, conference room support, badge and printer support, etc. This role will also support the development required for configuration, administration, or maintenance of any systems supported by the Digital organization. The End User Support Analyst will collaborate with peers across departments and sites, often working in cross-functional teams to ensure completion of Digital requests, incidents, problems and projects that help improve the operation and end user support experience.

• End user device support of local computers and laptops for remote and onsite end users.
• Manage conference rooms technology and audio-visual systems.
• Digital asset management of end user devices
• Onboard and offboard employees and contractors by performing new hire orientation related to digital activities and provisioning of end user devices.
• Provides end user digital support to all visitors/guests to the site as needed.
• Assists end users and administrators with onsite digital security system needs
• Supports end users and vendors with all end user printing needs
• Monitors ticketing system queue and responds to all user incidents and requests via phone, in person, email or chat.
• Builds laboratory walkabout laptops on restricted secure network.
• Supports and contributes to digital operation and end user continuous improvement initiatives.
• Compiles and reports technical performance metrics upon request of customers.
• Supports enterprise and other site(s) initiatives as needed.
• Provides as-needed lab facing support for the location onsite.

Minimum Qualifications

• Prior End User Support / IT Operations experience
• Hands-on experience with ITSM and change management
• Experience in highly regulated environments, pharmaceutical preferred.
• Technical knowledge of deskside support, device administration and maintenance skills
• Strong working knowledge with system troubleshooting and maintenance
• Strong organizational skills and ability to multitask and execute in a high-pressure environment
• Ability to prioritize and quickly resolve issues
• Excellent written and oral communication skills
• Excellent analytical and problem-solving skills
• Excellent attention to detail and documentation skills
• Effective time management skills and ability to meet deadlines
• Microsoft experience required
• Flexibility to work a variety of shifts with minimal notice
• Comfortable in a fast-paced, start-up, collaborative small company environment, working with minimal direction and able to adjust workload based upon changing priorities.

Preferred Qualifications

• 2+ years of End User Support / IT Operations experience
• Project management experience
• MAC and IoS devices
• Fluency in supporting the digitization of manufacturing & engineering business process by sharing the IT knowledge to local user communities
• Builder mentality that seeks to produce innovation, agility, and velocity to support business-as-usual operations and new project implementation.

Resilience is an Equal Employment Opportunity 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, disability status, physical or mental disability, genetic information, or characteristic, or other non-job-related characteristics or other prohibited grounds specified in applicable federal, state, and local laws. Requests for reasonable accommodation can be made at any stage of the recruitment process.

Resilience offers employees a robust total rewards program including equity, an annual cash bonus program, a 401(k) plan with a generous company match and our benefits package which is thoughtfully designed to support our employees with great healthcare (including medical, dental and vision), family building benefits, life and disability insurance, flexible time off, paid holidays, other paid leaves of absence, tuition reimbursement and support for caregiving needs. Our target base pay hiring range for this position is $55,000.00 - $85,000.00 per year. Actual base pay is dependent upon a number of factors, including but not limited to, the candidate’s geographical location, relevant experience, qualifications, skills and knowledge. Excited about Resilience and the biomanufacturing revolution? We encourage you to apply and start a conversation with one of our recruiters.