Desktop Support Boston - MA - Massachusetts

Required Qualifications

Bachelor s degree in Information Technology, Computer Science, Engineering, or related discipline.

Experience supporting laboratory instrument computers and laboratory software applications within pharmaceutical, biotechnology, healthcare, or life sciences environments.

Strong experience in desktop support and End User Computing services.

Hands-on experience with: Windows XP, Windows 7, and Windows 10 Microsoft Office Suite Active Directory SCCM Antivirus and endpoint protection tools Desktop imaging and deployment solutions

Strong understanding of network troubleshooting and connectivity concepts.

Knowledge of ServiceNow and ITIL-based support processes.

Excellent written, verbal, and interpersonal communication skills.

Strong customer-service and stakeholder management skills.

Role Description:

Lab Systems & Instrument Support

Manage, configure, and maintain laboratory desktop and benchtop computing environments.

Perform troubleshooting and resolution of hardware, software, operating system, and network-related issues impacting laboratory operations.

End User Computing (EUC) Support

Support Windows-based desktop and laptop environments in laboratory and office settings.

Build, deploy, and maintain desktop images and operating systems.

Manage software installations, upgrades, patches, and antivirus compliance.

Support user account administration through Active Directory.

Incident & Service Management

Follow ITIL processes for Incident, Change, Problem, and Request Management.

Escalate complex technical issues appropriately and coordinate resolution with cross-functional teams.