Senior Desktop Support Specialist

This role directly reports to Intellia's Director, IT Operations and works closely with all areas of the organization as well as the Company's vendors. The Senior Desktop Support Specialist will provide L2/L3 escalation desktop support and problem resolution for Intellia's office and laboratory systems. The Senior Desktop Support Specialist will respond to break/fix requests for technical support and assistance for all workstations, laptops, peripherals and software applications., * Identify and remediate trends with ongoing issues and problems.

• Triage and assign tickets in the Helpdesk queue.
• Level 2/3 escalation for the desktop support team to troubleshoot complex tickets and issues.
• Place orders as needed and maintain hardware and software inventories.
• Provide escalation support for end-user support for computers running Windows 10/11 and Mac OS and ensure that break/fix tickets are resolved according to Intellia's defined Service Level Agreements.
• Perform software and hardware installations and upgrades as needed.
• Documents, tracks, and handles helpdesk calls and/or escalate problems when necessary.
• Responsible for weekly and monthly maintenance tasks on lab workstations and ensures critical data is being backed up and/or synchronized to network resources.
• Troubleshoot print, copy, and scanner issues, escalating calls to support vendors when necessary

Supervisory Responsibilities

• Recruit, interview, hire, and train new contingent workers in the team
• Oversee the daily workflow of the group and assign tickets and task/projects to the team
• Provide ongoing coaching, mentoring, and development for the contingent workers

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Must have experience in Windows 10/11, Office365, Entra ID, Microsoft Intune, Microsoft Teams and calling, Jamf and common antivirus tools
• Bachelor's degree or equivalent experience
• 3-4 years of experience with Desktop support.
• Experience in Life Sciences industry a plus.
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 20 pounds at times.
• Walk couple of miles between buildings

The base salary for this position is expected to range between $80,703.00 - $98,637.00 USD per year.

The salary offered is determined based on a range of factors including, but not limited to, relevant education and training, overall related experience, specialized, rare or in-demand skill sets, internal comparators and other business needs. Upon joining Intellia, your salary will be reviewed periodically and additional factors such as time in role and performance will be considered. Intellia may change the published salary range based on company and market factors.

Additional compensation includes a performance-based annual cash bonus, a new hire equity grant, and eligibility to be considered for annual equity awards the value of which are determined annually at the Company's discretion.

Why Join Intellia? Our mission is to develop curative genome editing treatments that can positively transform the lives of people living with severe and life-threatening diseases. Beyond our science, we live our four core values: One, Explore, Disrupt, Deliver and feel strongly that you can achieve more at Intellia. We have a single-minded determination to excel and succeed together. We believe in the power of curiosity and pushing boundaries. We welcome challenging thoughts and imagination to develop innovative solutions. And we know that patients are counting on us to make the promise a reality, so we must maintain high standards and get it done. We wantall ofour people to go beyond what is possible. We aren't constrained by typical end rails, and we aren't out to just "treat" people. We're all in this for something more. We're driven to cure and motivated for change. Just imagine the possibilities of what we can do together., Many of us pursuing work in the biotechnology industry are inspired by a loved one who is living with a disease or the loss of someone in our community. Rare genetic and oncological and immunological diseases not only affect the people living with often debilitating and life-threatening symptoms, but these disorders also significantly impact their families, friends and caregivers. Our researchers work tirelessly to harness the genome editing technology CRISPR/Cas9 for human therapeutic use. Jennifer Doudna, an Intellia co-founder, and Emmanuelle Charpentier were awarded the 2020 Nobel Prize in Chemistry for their pioneering work in CRISPR. We at Intellia are humbled to have a hand in making what we believe to be medical history. As a leader in this space, we take this responsibility to patients seriously. We are employing a modular genome editing platform to create diverse in vivo and ex vivo pipelines, spanning a range of therapeutic indications. Guided by this full-spectrum approach, we are committed to making CRISPR/Cas9-based medicines a reality for patients suffering from genetic diseases and to creating novel engineered cell therapies for various cancers and autoimmune diseases.