Senior Engineer, Service Desk - Verve Therapeutics, Inc.
Boston, MA
About the Job
The Company
Verve is a clinical-stage genetic medicines company established with a mission to solve the global health epidemic of cardiovascular disease. Founded by world-leading experts in cardiovascular medicine, human genetics and gene-editing, Verve is pioneering a new approach to the care of cardiovascular disease, potentially transforming treatment from chronic management to single-course gene editing medicines. The company's initial three programs – VERVE-101, VERVE-102, and VERVE-201 – target genes that have been extensively validated as targets for lowering low-density lipoprotein cholesterol (LDL-C), a root cause of cardiovascular disease. VERVE-101 and VERVE-102 are designed to permanently turn off the PCSK9 gene in the liver and are being developed initially for heterozygous familial hypercholesterolemia (HeFH) and ultimately to treat atherosclerotic cardiovascular disease (ASCVD) patients not at goal on oral therapy. VERVE-201 is designed to permanently turn off the ANGPTL3 gene in the liver and is initially being developed for homozygous familial hypercholesterolemia (HoFH) and ultimately to treat patients with refractory hypercholesterolemia. In 2023, Verve was named a Top Place to Work by The Boston Globe for the third consecutive year. Verve is headquartered in Boston, Massachusetts.
The Position
Verve is looking for an experienced Senior Help Desk Engineer to join the IT department of a growing biotech. This individual will be responsible for providing tier 2 & 3 support for onsite and remote users in a mixed Windows/Mac environment. This key role will work closely with our Managed Service Provider (MSP) to ensure timely issue resolution. The ideal candidate has experience working in a fast-paced, multi-location, life sciences company, implementing and supporting IT, lab, GxP, and SOX regulated systems.
This position requires 5 days a week onsite in our beautiful office in the Fenway neighborhood of Boston.
Job Responsibilities
- Serve as the primary on-site technical resource, escalation point, providing tier 2 and 3 support for all service desk tickets.
- Coordinate with the Sr. Manager of IT Operations to align team activities with organizational goals and IT strategies.
- Oversee the triaging of service desk tickets by the MSP, ensuring they meet or exceed established SLAs.
- Ensure full compliance with on-boarding and off-boarding policies and procedures.
- Collaborate with operations and application teams to ensure system documentation and support procedures are effectively designed and implemented.
- Identify technical/documentation gaps, provide training, and develop procedures, serving as the technical lead for junior staff.
- Administer Microsoft Intune and Autopilot to streamline device deployments, enforce security policies, and ensure proper device configurations organization wide.
- Utilize PowerShell for automation and efficient management of system tasks, such as user provisioning, configuration management, and reporting.
- Manage Azure AD, including user provisioning, group policies, and access control, to maintain a secure and organized directory environment.
- Implement Single Sign-On (SSO) integrations in Entra ID (Azure AD) and configure SCIM for automated user provisioning and deprovisioning across supported applications.
- Be available to work off-hours or weekends as needed to resolve critical system issues, perform maintenance, or ensure smooth project deployments.
- Other duties as assigned.
Qualifications
- Bachelor's degree in computer science or related field preferred but not required.
- At least 5 years of relevant experience within a regulated life sciences environment.
- At least 2 years' experience providing tier 1 operational support, preferably within a mixed operating system.
- At least 2 years' experience providing tier 2 operational support experience, with a strong understanding of technical troubleshooting and problem-solving techniques.
- Committed to staying current with IT trends, technologies, and best practices to address evolving technical challenges.
- Proficient in configuring Entra ID (Azure AD) conditional access policies to enforce security controls based on location, device health, and user identity.
- Experienced in diagnosing instrument communication in lab environments.
- Skilled in system imaging and deployment, including Microsoft AutoPilot.
- Excellent communicator, able to simplify complex technical concepts for diverse audiences.
- Strong organizational skills with the ability to manage multiple tasks and priorities.
- Effective collaborator with IT teams and departments to achieve shared goals.
- Self-motivated with a strong ability to follow guidance from senior IT staff.
- Customer-focused, with a commitment to responsiveness and understanding end-user needs.
- Preferred certifications:
- CompTIA A+
- Microsoft Certified: Azure Administrator Associate
- Microsoft Certified: Modern Desktop Administrator Associate
- Apple Certified Support Professional (ACSP)
- CompTIA Network+
- CompTIA Security+
Don't check off every box in the requirements listed above? Please consider applying anyway. We want the best candidates for the job, and those candidates don't always meet 100% of the qualifications listed. At Verve, we are dedicated to building diverse and inclusive teams who embody the values we share: grit, spirit, drive, and passion. We look forward to learning more about your unique background.
EEO Statement
Verve Therapeutics is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.
Recruitment & Staffing Agencies
Verve Therapeutics does not accept agency resumes unless contacted directly by internal Verve Talent Acquisition. Please do not forward resumes to Verve employees or any other company location; Verve Therapeutics is not responsible for any fees related to unsolicited resumes.