IT Support Engineer II

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.

Job Description

Key Responsibilities:

• Provide onsite and remote Tier 2 and Tier 3 support for employees, executives, and administrative assistants across hardware, software, AI and Microsoft Copilot, identity, connectivity, collaboration, mobile, printing, and meeting-room technologies.

• Deliver discreet, responsive and high-touch support that creates a consistently positive customer experience through active listening, empathy, proactive readiness, clear expectations, timely updates, and follow-through until the customer confirms service is restored.

• Own incidents and requests end to end: assess impact, ask targeted questions, diagnose root cause, implement or coordinate resolution, validate functionality, and document outcomes in the corporate ticketing system.

• Prioritize multiple open issues while meeting service-level expectations; escalate unresolved or high-impact matters to appropriate internal teams, Tier 3 specialists, or external vendors.

• Provide break-fix, workstation, mobile-device and basic home-network support, including Windows, macOS, iOS/iPadOS, Android, peripherals, secure remote access, encryption and authentication technologies.

• Support executive and business meetings, town halls and events through technical-readiness checks, audio/visual testing, live support, and coordination across office and offsite locations.

• Deliver a seamless onboarding and transition experience for new hires and executives, including device readiness, access validation, orientation and early-life support.

• Partner with the Service Desk, infrastructure, security, application and workplace technology teams to resolve issues, execute defined changes, and maintain smooth site operations.

• Participate in technology rollouts and IT projects by testing solutions, documenting results, communicating impacts, supporting deployment, and helping users adopt new capabilities.

• Create procedures, knowledge articles and training content; coach peers and customers on applications, hardware, AI and Copilot capabilities, responsible-use practices, security requirements and support processes.

• Act as a dependable onsite technology contact for network-connectivity triage, AV equipment, inventory, secure device handling, decommissioning and other operational tasks.

• Participate in a global Follow-the-Sun support model, providing clear cross-regional handovers and coordinating unresolved incidents and requests across time zones. Maintain flexibility for business-critical early morning, evening, weekend or holiday coverage on a rotational basis, and travel between offices or event locations when required.

Qualifications:

Basic Qualifications:

• Bachelor’s degree and 5 years of experience

• Demonstrated experience providing enterprise IT support, including independently resolving complex end-user technology issues.

• Experience supporting senior executives and administrative assistants with a customer-first, confidential and composed service approach.

• Hands-on experience supporting Windows and Mac environments, mobile platforms, collaboration tools, identity and access services, network connectivity, endpoint management, conferencing and workplace AV.

• Experience with process improvement or project delivery, including testing, rollout support, documentation and user enablement.

• Excellent customer-service, troubleshooting, judgment, organization and communication skills, with the ability to listen actively, set expectations, explain technical steps clearly, and adapt support to customer needs.

Preferred Qualifications :

•   Experience in a multinational life-sciences or other regulated business environment

•   Familiarity with enterprise AI assistants such as Microsoft Copilot, including effective prompting, user enablement, troubleshooting and responsible-use principles.

• Ability to manage competing priorities, maintain professionalism under pressure, protect confidential information, recover the customer experience after service disruptions, and build trusted relationships across technical and business teams.

Technology Environment

Experience across several of the following is preferred; the specific portfolio may vary by site and business need:

Productivity, AI & collaboration

Microsoft 365, Microsoft Copilot and enterprise AI assistants, Teams, OneDrive, SharePoint, Exchange, Zoom, Webex, Adobe Acrobat

Endpoints & mobility

Windows 11, macOS, iOS/iPadOS, Android, Dell, Microsoft Surface, Intune, JAMF, Apple Business Manager, SCCM

Identity, security & access

Active Directory, MFA, RSA token, BitLocker, secure USB, VPN, Cisco AnyConnect, Citrix, endpoint and web security tools

Workplace & operations

ServiceNow, remote-support tools, secure print, conferencing systems, desk phones, hotspots, remote access points, device wipe and e-waste processes

Gilead Sciences Inc. is committed to providing equal employment opportunities to all employees and applicants for employment, and is dedicated to fostering an inclusive work environment comprised of diverse perspectives, backgrounds, and experiences. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, sex, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state and local laws.

Our environment respects individual differences and recognizes each employee as an integral member of our company. Our workforce reflects these values and celebrates the individuals who make up our growing team.

Gilead provides a work environment free of harassment and prohibited conduct. We promote and support individual differences and diversity of thoughts and opinion.

For Current Gilead Employees and Contractors:

Please apply via the Internal Career Opportunities portal in Workday.