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 requ