End User Computing Engineer

Summary

Join MindMed, a clinical-stage biopharmaceutical company, as their End-User Computing (EUC) Engineer. Reporting to the Director of Information Technology, you will provide primary operational support for end-user hardware and software for a fully remote and geographically distributed company. You will handle level 1 and 2 support, collaborate with senior IT members, and participate in the design and implementation of MindMed’s global SaaS IT and business application portfolio. This role requires strong problem-solving skills, excellent end-user experience delivery, and a passion for continuous improvement. The position offers a competitive salary and benefits package, including 100% paid health benefits, a 401(k) program, flexible time off, and generous parental leave.

Requirements

• Bachelor’s degree or equivalent work experience
• 2+ years of Tier I operational support experience, preferably within a regulated life sciences environment that has a remote or hybrid workforce
• 2+ years supporting macOS and Windows laptops via MDM
• 2+ years supporting Identity platforms [OKTA or Entra/AzureAD]
• 2+ years supporting SaaS applications
• Experience administering M365, SharePoint, Powershell, Cisco Umbrella, CrowdStrike, CheckPoint, M365, Slack, Zoom, DocuSign, FreshService, Intune, Kandji, Apple Business Manager, Adobe, and OKTA
• Strong verbal and written communication skills
• Excellent vendor management and negotiation skills
• Strong remote triaging skills
• Strong experience managing SharePoint sites and M365 permissions
• SOX and/or 21 CFR Part 11 experience
• Experience supporting multiple operating systems (Windows 11, iOS, and MacOS )

Responsibilities

• Provide operational support for remote staff. This will include hardware and software issues
• Create, update, triage, and close support tickets in the MindMed ITSM to ensure a thorough documentation of requests and incidents, end-user communication, root cause analysis and resolution
• IT lead for all new and departing employee responsibilities. Ensure compliance with all on-boarding and off-boarding policies and procedures
• Coordinate the hardware lifecycle for remote employees from procurement, configuration, collection, and retirement
• Provide primary/secondary system administration to IT systems
• Work closely with IT MSPs and professional service providers
• Assist in identifying, evaluating, justifying, and deploying, new products, technologies, systems, services, and workflows
• Independently perform actions under departmental change control procedures with minimal oversight or assistance
• Ensure compliance for technology projects and processes including Sarbanes Oxley (SOX), 21 CFR Part 11, cGxP, and GDPR
• Author and review standard operating procedures and knowledge-base articles for the maintenance and operation of software applications
• Ensure that best practices for the service and support of technology products are documented and followed
• Stay up to date on industry trends and best practices

Preferred Qualifications

ITIL certification

Benefits

• 100% paid health benefits including Medical, Dental and Vision for you and your dependents
• 401(k) program with company match and immediate vesting
• Flexible time off
• Generous parental leave
• Bonus and equity