End User Support Analyst

A career at Resilience is more than just a job – it’s an opportunity to change the future.

Resilience is a technology-focused biomanufacturing company that’s changing the way medicine is made. We’re building a sustainable network of high-tech, end-to-end manufacturing solutions to better withstand disruptive events, serve scientific discovery, and reach those in need. 

For more information, please visit www.resilience.com

Position Summary & Responsibilities
The End User Support Representative provides critical technical support and digital operations assistance for both remote and onsite users. This role ensures seamless operation of end-user and lab devices, digital systems (on prem and in the cloud), on-site technology, including print services and conference room while contributing to continuous improvement initiatives. The representative acts as the first point of contact for troubleshooting, device management, and technical issue resolution, providing exceptional service to employees, contractors, visitors, and vendors. The End User Support Analyst will collaborate with peers across departments and sites, often working in cross-functional teams to ensure completion of Digital requests, incidents, problems and projects that help improve the operation and end user support experience.

End User and Lab Device Support

• Provide comprehensive technical support for local computers, laptops, and other end-user devices for both remote and onsite users.
• Perform digital asset management, including setup, deployment, maintenance, and inventory tracking of end-user devices.
• Build and configure laboratory walkabout laptops for use on restricted secure networks.

Employee Lifecycle Support

• Onboard and offboard employees and contractors, including provisioning and setup of end-user devices.
• Conduct new hire orientation focused on digital tools, systems, and security protocols.
• Assist with digital support for visitors/guests to ensure their technical needs are met seamlessly.

Conference Room and Audio-Visual Support

• Manage conference room technology and audio-visual systems to ensure a smooth user experience during meetings and events.
• Provide ongoing technical support and troubleshooting for all conference room equipment.

Printing and Security Support

• Support end users and vendors with onsite printing needs, including troubleshooting and device configuration.
• Assist administrators and end users with onsite digital security systems as needed.

Incident Management and User Support

• Monitor the ticketing system queue and provide timely responses to incidents and service requests via phone, in-person, email, or chat.
• Troubleshoot and resolve user-reported technical issues effectively while maintaining clear communication.
• Provide lab-facing support as required for technical needs at the onsite location.

Continuous Improvement and Reporting

• Support and contribute to digital operations initiatives and end-user continuous improvement programs.
• Compile and report technical performance metrics upon customer or leadership request.
• Collaborate with enterprise teams to support site-specific and enterprise-wide initiatives as needed.

Minimum Qualifications

Resilience is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, physical or mental disability, genetic information, or characteristic, or other non-job-related characteristics or other prohibited grounds specified in applicable federal, state, and local laws. Requests for reasonable accommodation can be made at any stage of the recruitment process.

Resilience offers employees a robust total rewards program including equity, an annual cash bonus program, a 401(k) plan with a generous company match and our benefits package which is thoughtfully designed to support our employees with great healthcare (including medical, dental and vision), family building benefits, life and disability insurance, flexible time off, paid holidays, other paid leaves of absence, tuition reimbursement and support for caregiving needs. Our target base pay hiring range for this position is $60,000.00 - $90,000.00 per year. Actual base pay is dependent upon a number of factors, including but not limited to, the candidate’s geographical location, relevant experience, qualifications, skills and knowledge. Excited about Resilience and the biomanufacturing revolution? We encourage you to apply and start a conversation with one of our recruiters.