Sr. Desktop Support Specialist

Global Pharmaceutical and Biotech Consulting

Senior Desktop Support Specialist

Company Profile

Trinity Partners, LLC (“Trinity”) http://www.trinitylifesciences.com/ is a leading healthcare consulting firm based in Waltham, MA that specializes in health care strategy for pharmaceutical, biotech and life sciences firms. Our clients are top tier to venture backed companies worldwide. Trinity provides services to these clients in a variety of practice areas including strategic planning, forecasting and market estimation, licensing and acquisitions, launch strategies, data warehousing and sales force effectiveness. The company consists of approximately ~1600 employees and is headquartered in Waltham, Massachusetts, and has offices in New Jersey, New York, San Francisco, Pennsylvania, Germany, London & India. Trinity is an EEO employer.

Position Summary

Reporting to the Senior Help Desk Manager, the Senior Desktop Support Specialist will troubleshoot advanced issues with end-users and help drive forward larger IT initiatives. This position is a Tier 3 level and is a point of contact for escalations across the IT department. The Senior Desktop Support Specialist role also works closely with System Administrators & Database Administrators on ongoing issues and project management. Additionally, working closely with the IT Management on driving initiatives, streamlining daily operations, and ensuring alignment across priorities to accelerate the team’s success.

This position is based out of Trinity’s Waltham, MA location.  

Essential Functions

• Manage and prioritize ticket queues consisting of both incident and requests
• Educate and develop the IT skills of junior staff to help improve overall end user support
• Serve as the escalation point of contact for Tier 1 and Tier 2 support issues
• Provide "white glove" service working with all levels of personnel on site as well as remotely
• Management of regional purchasing logistics including purchase order submittal and equipment receipt and documentation
• Effectively escalate issues to the appropriate resources when necessary
• Initiate, manage, and complete large-scale projects while thoroughly documenting associated processes and procedures.
• Execute daily on-premises maintenance checklists to ensure consistent employee experience
• Drive the development and optimization of IT workflows to boost efficiency to enhance service delivery and user experience

Education: BS Preferred

Work Experience: 7+ years of hands-on helpdesk and desktop support with at least 5 years in a senior or lead desktop support role in a mid-to-large enterprise environment (1000+ users)

Other Skills: Knowledge and/or working skills in the following areas is preferred, but not required:

• Extremely proficient in tier 1 & 2 troubleshooting, i.e. laptop hardware and peripherals, etc.
• Proven expertise supporting Microsoft 365 ecosystem, including Office 365, SharePoint Online, Teams & OneDrive
• Strong hands-on experience with Microsoft Intune for endpoint management, compliance policies, and device provisioning
• Proficient in Azure Active Directory and identity/access management in hybrid environments
• Deep level of knowledge for Windows Server OS & working knowledge of Active Directory
• Proficient in EDR management
• Solid understanding of vulnerability management practices and tools, with experience remediating endpoint-level security issues
• Significant experience with ServiceNow for incident, request & change management practices
• Ability to identify ticket trends, providing solutions and process changes to management
• Strong working knowledge of PowerShell and scripting automation
• Understanding of compliance and audit requirements: SOC 2 & ISO
• Skilled in training/mentoring junior and outsourced team members
• Deep level of knowledge of audio/visual equipment to support conference rooms

The ideal candidate is a col