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Desktop Support Specialist

Trinity Life Sciences
Remote, IND
Full-time
Mid · 3–5 years experience
Remote
Discovered 1 weeks ago
servicenow

Full Job Posting

Responsibilities:

  • 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.
  • Proactively identify recurring support issues and recommend process, documentation, or system improvements.

Requirements:

  • 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
  • Basic Network knowledge
  • Printer troubleshooting
  • Active Directory fundamentals and basic administration
  • Basic understanding of Office 365 Administration
  • Remote support tools (e.g., Bomgar)
  • Additional Skills
  • Strong verbal and written communication skills
  • Excellent customer service mindset
  • Ability to work collaboratively and manage multiple priorities
  • The ideal candidate works well independently with minimal supervision, is a strong team player, eager to learn, hard-working, flexible, and able to provide quality support.

Preferred Qualifications

  • Technical Skills (Preferred)

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