Desktop Support Specialist

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Skills you'll use

What you'll do

• Provide friendly, customer‑focused level 2 support with clear communication and thorough follow‑through to confirmed resolution of all support requests.
• Identify, analyze, and diagnose technical issues while providing customers with timely updates and accurate estimated resolution times.
• Escalate unresolved support requests to the appropriate technicians in accordance with established procedures and SLAs.
• Maintain accurate tracking of hardware and software assets using asset‑management tools and adhering to lifecycle and inventory best practices.
• Monitor Service Desk ticket queues to ensure timely response, proper categorization, and assignment across the IT team.
• Develop and complete small IT projects; create, update, and maintain process and procedure documentation as needed.
• Support Microsoft Teams conference rooms, ensuring reliable meeting room functionality and assisting users with audio, video, and room system issues.
• Apply and support Windows security baselines, BitLocker, and device compliance policies to maintain secure and compliant endpoint configurations.
• Adhere to SOC 2 compliance requirements, including secure handling of systems, data, and change‑control practices.
• Collaborate with Desktop Support Specialists, Systems Administrators, and other IT teams to resolve complex or escalated issues.

Who can apply

• Education: Bachelor’s degree in computer science required but not mandatory.
• Work Experience: 3-5 years of hands-on experience in service desk, desktop support within a professional environment.
• Technical Skills (Preferred)
• Desktop and Laptop hardware; workstation accessories
• Strong remote troubleshooting skills
• Windows 11 / Mac OS
• Antivirus management
• O365 administration and troubleshooting
• ITSM/ITIL-based ticketing systems – Preferably ServiceNow
• iOS & Android device support

About Trinity Life Sciences

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