Desktop Support Specialist (Contract)

Adverum Biotechnologies, Inc. is a mission-driven clinical-stage company that aims to establish gene therapy as a new standard of care for highly prevalent ocular diseases with the aspiration of developing functional cures to restore vision and prevent blindness. Leveraging the research capabilities of its proprietary intravitreal (IVT) platform, Adverum is developing durable, single-administration therapies designed to be delivered in physicians’ offices to eliminate the need for frequent ocular injections to treat these diseases. By overcoming the challenges associated with current treatment paradigms for these debilitating ocular diseases, Adverum aspires to transform the standard of care, preserve vision, and create a profound societal impact around the globe.

Note to Recruiters and Agencies

All recruiter and agency inquiries must go through Adverum’s internal Talent Acquisition team.  Unsolicited resumes sent to Adverum will be considered Adverum's property.   Adverum’s Talent Acquisition team must expressly engage agencies for any requisition.  Direct contact with hiring managers by agencies will not be tolerated and may affect your ability to work with Adverum in the future.

Adverum is seeking a skilled Desktop Support Specialist (Contract) with outstanding customer support skills to assist with migrating Windows 10 laptops to Windows 11. The ideal candidate will have extensive experience with Windows operating systems, configuring laptops, installing software, and using InTune for device management.  Communication skills are also essential as the job entails scheduling local and remote users and assisting them throughout the transition.  

This is a 3-6mo contract.

• Work with users to migrate them from Windows 10 to Windows 11.
• Provide technical guidance in easy-to-understand, non-technical terms to users of all skill levels. 
• Configure laptops according to company standards.
• Utilize InTune for device management and configuration.
• Schedule time with users to perform migrations, ensuring minimal disruption to their work.
• Install and update necessary software applications.
• Troubleshoot and resolve any issues that arise during the migration process.
• Document processes and procedures related to the migration.
• Provide day-to-day IT support and excellent customer service to the Adverum workforce.
• Document all user requests from initiation through resolution in the IT Service Management System (ITSM).
• Follow defined processes to install, configure, and administer IT systems - primarily Windows, MacOS, iOS, Zoom, and Sharp.
• Track inventory to ensure old laptops are returned.
• Potential for regular support of users as a member of the Desktop Support team.

• Five plus years of experience in Desktop Support or a similar role.
• A passion for customer service, including the ability to listen, interpret, and explain computer and other technical concepts in non-technical terms
• Deep experience with Microsoft Windows, Office 365, and Active Directory
• Experience with Okta SSO, ZScaler, and Zoom a plus
• Strong communications skills, including the ability to write user documentation
• Steady under pressure with the ability to handle delicate and urgent situations with users of all levels
• Adept at troubleshooting computer related issues in Windows
• Hands-on experience with computer utilities and security tools, such as anti-virus, malware removal, and update tools
• Experience working with users of all levels and technical abilities, including VIP support
• Experience in the pharma/biotech area and GxP experience a plus
• Experience supporting mobile devices, primarily iOS (InTune experience a plus)
• Experience supporting remote users
• Certifications in A+, Microsoft, ITSM, HDI a plus

At Adverum, Inclusion and Diversity are at our core. We believe in the power of being your authentic self.  We strive to create the space which allows for everyone in our Adverum Community to not only feel safe but encouraged to speak, learn from each other, grow in their professions and be the very best versions of themselves no matter what their age, ethnic background, gender, origin, religion or sexual orientation.