Desktop Support Specialist II

California, US residents .

The job details are as follows:

Who We Are

We are the first publicly-traded biotech or pharmaceutical company to take the form of a public benefit corporation. Our public benefit purpose is to provide a brighter future for patients through the development of novel pharmaceutical therapies; and technologies that expand the availability of transplantable organs.

United Therapeutics (Nasdaq: UTHR) seeks to travel down the corridors of indifference to develop treatments for rare, deadly diseases. We were founded in 1996 by a family seeking a cure for their daughter's pulmonary arterial hypertension (PAH). Today, we have six FDA-approved therapies that treat PAH, pulmonary hypertension associated with interstitial lung disease (PH-ILD) and neuroblastoma, a rare pediatric cancer. Our near-term pipeline seeks to develop additional therapies for PAH and pulmonary fibrosis (PF).

The cure for end-stage life-threatening diseases like PAH, PH-ILD, PF, and many others is an organ transplant, but only a small percentage of donated organs are available to address the vast need. For this reason, we are working to create manufactured organs to address the shortage of kidneys, hearts, lungs, and livers available for transplant. We believe an unlimited supply of tolerable, transplantable organs will eliminate the transplant waiting list and cure end-stage organ diseases for which transplant is not currently an option.

Who You Are

You have strong customer service skills, a passion for network triage support, and advocate for technology adoption and support via simplicity. You will utilize, manage, and maintain documentation relevant to various IT support used for operations and support of a wide array of platforms and systems within a innovative and growing business.

* Develop and maintain robust documentation (not limited to) configuration documentation, support/administration manuals, and end user KBs regarding a system/solution/process

* Accept escalations from junior team members and colleagues in varying capacities for related and unrelated subsystems supported by the IT EUC practice

* Monitor level/tier 2 (L2) tickets to ensure timely escalation, resolution and overall service excellence

* Identify and communicate recommendations for tools and/or processes

* Identify patterns within service desk tickets and use data to present data driven solutions

* Act as an escalation point for other team members

* Practice change control methodologies

* Keep abreast of current & future technologies, evaluating for potential benefits

For this role you will need

* Associate or bachelor's degree in computer science or related technical discipline 4+ years of experience troubleshooting in a number of the following areas:
Microsoft Office 365, MS Teams, SharePoint services, One Drive for Business Desktop Operating system administration (Win
10, OS X), Okta, Microsoft Active Directory, File Services Intune, Jamf, Service Now, and Polycom

* 1+ years of experience troubleshooting and supporting a mobile work force

* 1+ years of experience and understanding of desktop and mobile Operating Systems

* 1+ years of experience supporting and managing Mac OS X via Jamf

* 1+ years of experience using service desk software to track and report on tickets, as well as queue management (Service Now)

* Good knowledge of IT operating systems, especially Windows (7, 10, & 11), OS X, Android, iOS

* Knowledge of VPN and Citrix

* Robust and varied background in end user technical support [iOS, Android, OS/X, Windows], ITIL based ITSM software, and M365/AD.

* Deep familiarity with industry standard and progressive technology with a strong focus on cloud solutions and technology

* Superior customer service skills

* Excellent triage, root cause analysis, and problem solving skills

At United Therapeutics, our mission and vision are one. We use our enthusiasm, creativity, and persistence to innovate for the unmet medical needs of our patients and to benefit our other stakeholders. We are bold and unconventional. We have fun, we do good.

Eligible employees may participate in the Company's comprehensive benefits suite of programs, including medical / dental / vision / prescription coverage, employee wellness resources, savings plans (401k and ESPP), paid time off & paid parental leave benefits, disability benefits, and more. For additional information on Company benefits, please visit

United Therapeutics Corporation is an Equal Opportunity Employer, including veterans and individuals with disabilities.