IT Support Engineering Specialist

At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.

Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact.

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together.

The IT Support Engineer Specialist is responsible for supporting both VIP and standard users, performing advanced repairs and diagnostics related to system and network issues, and overseeing Executive Support Procedures. This role is expected to deliver outstanding customer service by promptly and effectively resolving support requests, proactively identifying potential challenges and future needs, and escalating system concerns as required. The specialist will diligently track the resolution of issues and provide timely updates to stakeholders and leadership, while consistently adhering to stringent privacy and confidentiality policies.

As an IT Support Engineer Specialist, you will provide advanced IT support services to C-level executives, VIPs, and standard users, ensuring high levels of customer satisfaction while strictly adhering to established service level agreements. Your work involves handling complex network and system troubleshooting tasks, utilizing sophisticated diagnostic tools and techniques to quickly and effectively resolve technical issues.

You will take the lead in managing IT projects, specifically those aimed at enhancing the executive team's technical environment. This includes supporting and enforcing endpoint security standards and advanced protocols to protect company data and communications. You will also serve as a primary contact for incident management, demonstrating expertise in high-level incident response situations.

Your responsibilities include providing comprehensive support to VIPs, administrators, and standard users who encounter issues with desktop hardware, software, mobile devices, audio/visual equipment, and networking. You are expected to follow through each case to ensure successful resolution on the first touch. Additionally, you will facilitate a smooth onboarding experience for new employees, ensuring their technology setup is seamless from day one.

You will adhere to established processes for new hires, identity management, SAP access, password resets, and IDM access, collaborating with the Service Desk to support users on a scheduled basis. Imaging and deploying systems—including laptops, desktops, tablets, smartphones, monitors, keyboards, mice, printers, and other accessories—will be a routine part of your role.

The position may require travel to support technology needs at offsite engagements or between offices. You are encouraged to seek out innovative solutions to improve operational processes, service delivery, and technology support.

You will establish and monitor service delivery metrics and customer satisfaction, identifying and escalating systemic problems or automation opportunities to relevant teams as needed. For every issue, you are responsible for creating a ticket and documenting the root cause using Service-Now, escalating to Tier II, Tier III, or external vendors when necessary, and consistently meeting or exceeding SLA expectations.

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