Desktop and Field Sales Support Specialist

About the role

Cogent Biosciences is a publicly traded biotechnology company focused on developing novel precision therapies to treat a broad range of patients with unmet medical needs. Cogent's lead program, bezuclastinib, is designed to selectively and potently inhibit exon 17 mutations found within the KIT receptor tyrosine kinase, including KIT D816V. KIT D816V is responsible for driving a rare and serious condition called Systemic Mastocytosis, and exon 17 mutations are also found in patients with gastrointestinal stromal tumors (GIST), a type of cancer with strong dependence on oncogenic KIT signaling. Bezuclastinib has exhibited promising initial data across all three trials: APEX in AdvSM, SUMMIT in NonAdvSM and PEAK in GIST, including an encouraging safety profile across 600+ patients in single agent and combination dosing. We are seeking a desktop support specialist who will support all employees at Cogent, but will also be a primary Commercial IT desktop support specialist and contact. The ideal candidate will be a highly motivated self-starter with excellent customer service, communications, and strong technical support skills who enjoys working in a fast-paced environment. You will have experience providing IT support in a life science environment and with a Commercial sales team. You will work closely with Commercial, Clinical Development, and G&A staff and provide additional support to our Waltham, Boulder, and remote employees. Every day will bring new challenges and opportunities to learn. You'll report to the Director of IT in Boulder. Please note: This position is on-site in Waltham, MA. It is not a remote role.

Responsibilities

• General IT Support
• Provide exceptional IT support to local and remote staff - with an emphasis on root cause analysis, not just break/fix.
• Manage and resolve requests from the IT service desk queue with urgency and professionalism.
• Diagnose and troubleshoot hardware/software issues on Windows and MacOS devices.
• Prepare and deploy new computers, including imaging, configuration, and installation of required applications.
• Train and onboard new staff on IT systems, tools, and best practices.
• Support conference room A/V systems, hybrid meeting setups, and video conferencing tools, including Zoom and Microsoft Teams.
• Maintain accurate inventory of IT equipment and peripherals.
• Promote and model cybersecurity awareness and safe computing practices among staff.
• Collaborate on IT initiatives and contribute ideas to adhere to and improve processes and services.
• Document solutions and procedures to build our knowledge base and help others succeed.
• Field Team IT Support
• In collaboration with the Commercial field operations team, act with a sense of urgency and provide exceptional IT support for the Commercial field team.
• In collaboration with the IT team, ensure the Commercial field team has IT services, hardware, and software they need to succeed.
• Be a primary IT support contact for the Commercial field team
• Fulfill IT requests submitted by Commercial field team
• Troubleshoot tickets submitted by Commercial field team
• Adhere to established IT Help Desk best practices and incident and problem management procedures daily
• Document Commercial field specific solutions and procedures

Requirements

• Experience working in biotech/pharmaceutical life science industry is preferred
• Excellent customer service skills
• Experience supporting a Commercial sales field team
• Experience working on a help desk and as a desktop support specialist
• Associate degree in IT (or related field), technical training, or equivalent experience (3-5 years).
• 3+ years advanced Windows and Apple OS experience
• 2+ years experience with M365 apps, Outlook, Teams and Zoom web conferencing
• 1+ years experience working with Commercial business applications such as Veeva and Salesforce
• Excellent communication skills - you listen to understand, explain clearly, and build trust with end-users.
• Self-motivated with the ability to take initiative, work independently, and prioritize effectively, while also contributing as a reliable and collaborative team member in a dynamic environment.
• Creative problem-solving and strong troubleshooting instincts.
• A collaborative spirit and a genuine desire to help others succeed.
• Commitment to being a cyber-safe staff member and educating others on good security practices.
• Understanding of networking and cybersecurity concepts and troubleshooting.
• Familiarity with Azure and on-premises Active Directory is a plus
• Knowledge of IT service management
• Ability to safely lift and move equipment (~ 30 lbs).
• Enthusiasm to learn, grow, and take on new challenges as part of a collaborative team.
• Salary Range:
• $35-42/hour
• Target Bonus: 10%
• Exact compensation will vary based on skills, experience, and location.
• Our Locations
• Waltham, MA: Our headquarters is located in the Greater Boston life sciences community, with an open , collaborative offic

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