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.

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.

Desktop Support Technician

Key skills