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Help Desk Analyst

Hybrid/Waltham, MA

ABOUT US

There are more than 9 million immunocompromised people in the United States. Almost half a million of those represent a population that are moderately to severely immunocompromised and at highest risk for severe COVID-19, including stem cell and solid organ transplant patients as well as those with hematologic cancers.

At Invivyd, Inc., we take those numbers very seriously and we come to work each day on a mission to deliver protection from serious viral infectious diseases, beginning with SARS-CoV-2. Our proprietary INVYMAB™ platform approach combines state-of-the-art viral surveillance and predictive modeling with advanced antibody engineering, designed to facilitate the rapid, serial generation of new monoclonal antibodies (mAbs).

Join an incredible team of innovators, disrupters, predictive modelers, and antibody engineers who embrace a shared sense of ownership, a passion to save lives, think boldly and creatively, take targeted risks, are unafraid of failure, and welcome change as a positive catalyst to new opportunities.

This is your chance to be part of the company with the first mAb authorized in over a year and the only one currently on the market for pre-exposure prophylaxis of COVID-19 in certain adults and adolescents (12 years of age and older weighing at least 40 kg) with moderate-to-severe immune compromise.

Be part of making a difference. Be part of Invivyd.

Position Title:  Help Desk Analyst

Summary: In this role you will report to the Director of IT and will be the primary contact point for Invivyd’s IT Service Desk. You will work directly with all levels of the organization in assuring that issues are triaged and resolved in a timely manner while making sure that best practices and organizational policies are adhered to. The goal is to provide exceptional support to all members of the organization while also giving guidance to the customer to ensure that they can work safely, effectively and efficiently without recurring issues.

Responsibilities:

  • Provide 1st level support by responding to incoming service requests via phone, email, or chat in a timely and professional manner.
  • Diagnose and troubleshoot hardware, software, and network related issues.
  • Provide step-by-step instructions to resolve technical problems.
  • Escalate unresolved issues to the appropriate team members as needed.
  • Document all service requests and resolutions in the ticketing system.
  • Provide excellent customer service by maintaining a positive, empathetic, and professional attitude toward users.
  • Follow up with customers to ensure their technical issues are resolved to their satisfaction.
  • Educate customers on best practices and preventative measures to avoid future technical issues.
  • Assist in the setup, configuration, and maintenance of computer systems and peripherals.

Required Skills and Qualifications:

  • Proven experience as a Service Desk Agent or in a similar technical support role.
  • Strong knowledge of computer hardware, software, and network troubleshooting.
  • Familiarity with Windows 10/11, macOS, and mobile device operating systems.
  • Proficiency in using ticketing systems and remote support tools.
  • Detail oriented with excellent problem-solving and analytical skills.
  • Strong communication and interpersonal skills with the ability to communicate a technical message to a non-technical audience, focusing on managing customer expectations
  • Ability to work independently and as part of a team.
  • Customer-focused with a commitment to providing high-quality service.
  • Comfortable working in a fast-paced, rapidly changing environment servicing all levels of the organization.
  • Willing to work both onsite and remotely as needed.

Preferred Qualifications:

  • Bachelor’s Degree in Computer Science/Information Technology or related field.
  • Relevant certifications such as CompTIA A+/Network+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate.
  • 1-3 years of biotech/pharma industry experience in providing End User Desktop support.
  • Experience with enterprise-level software and systems, such as Microsoft 365, Azure Cloud, Intune and MFA.
  • Experience with Zoom, Teams and A/V Systems for virtual and Conference Room use.

At Invivyd we strive to create a welcoming and inclusive environment. Here all applicants will receive equal consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other applicable legally protected characteristics.

Invivyd is proud to be an equal opportunity employer.

We do not accept unsolicited resumes from agencies. 

 

We do not accept unsolicited resumes from agencies. 

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