Desktop Support Technician
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Job Description
IT Support Technician providing desktop support for a global biotech company. Lead IT help desk operations and mentor support staff in a dynamic environment.
Responsibilities:
- Lead and provide hands-on support for IT help desk and desktop operations, ensuring timely resolution of incidents and requests.
- Serve as the primary escalation point for complex technical issues across Windows, MacOS, iOS, Microsoft 365, and core business applications.
- Supervise and mentor support staff; set expectations for response, resolution, and customer satisfaction.
- Manage ticketing workflows, ensuring SLAs and response times are consistently achieved.
- Partner with IT leadership to refine policies, procedures, and security best practices.
- Support onboarding/offboarding processes, including account provisioning, hardware configuration, and application access.
- Maintain accurate asset inventory and ensure systems remain compliant with IT standards.
- Coordinate with external vendors and Managed Service Providers as needed to resolve issues and support business continuity.
- Provide clear, proactive communication to end users and stakeholders regarding IT issues and resolutions.
Requirements:
- 3-5+ years of experience providing both remote and on-site desktop support for a diverse workforce, ideally in an enterprise or biotech environment.
- 1+ years of experience in a supervisory or team lead role preferred.
- Associate’s degree in Information Technology or related discipline (or equivalent experience).
- CompTIA A+ certification or equivalent experience
- Demonstrated expertise supporting: Windows 11, MacOS, and iOS environments
- Microsoft 365, Entra, Intune, and SharePoint
- Must have a dedicated office to work from.
- Strong troubleshooting skills across hardware, operating systems, and networking connectivity.
- Knowledge of security principles and experience applying best practices in a regulated environment.
- Excellent organizational skills with the ability to prioritize multiple tasks in a dynamic environment.
- Exceptional communication and customer service skills; ability to work calmly and effectively under pressure.
- Preferred: Experience with Okta, Barracuda, and KnowBe4.
- Prior work within biotech, pharma, or other regulated industries.
- Background in vendor management and collaboration with Managed Service Providers.
Benefits:
- Generous medical, dental, and vision health insurance plans
- Flexible spending accounts for health and dependent care
- Short-term, long-term, and life/AD&D insurance
- Employee Assistance Program
- 20 paid vacation days, 12 paid holidays, and 12 sick days
- 401(k) Retirement Plan with 100% company match up to 4% and immediate vesting
- Hybrid work options
- Wellness Resources
- Stock Options
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