Desktop Support Specialist

Planet Pharma; Bothell (WA); Hybrid; USD 55,000 - 74,000; Full time

Job summary

Planet Pharma is seeking a Senior Desktop Support Specialist to provide end-to-end desktop support for computer systems, software, and hardware across on-site and remote users. The role emphasizes timely resolutions, documented requests, and adherence to procedures.

Primary on-site presence is in Bothell, WA with a Seattle site day and remote Fridays for the South San Francisco location. The ideal candidate will have 5+ years in a Service Desk or Desktop Support role, experience with Microsoft

Qualifications

• 5+ years in a Service Desk or Desktop Support role.
• Experience supporting Mac & Windows platforms.

Responsibilities

• Provide Level 1 & 2 support for Service Desk tickets and escalations via Slack, email, or in-person.
• Document and prioritize requests to meet SLAs.
• Troubleshoot and diagnose a variety of technical issues.
• Configure, deploy, and maintain computer hardware, software, and peripherals.
• Support both Mac and Windows systems across office and lab environments.
• Assist with onboarding and system access setup.
• Manage system imaging, patching, and device lifecycle activities.
• Participate in IT projects with security SOP compliance.
• Support identity access management processes.
• Provide remote support to sites including Seattle and South San Francisco.

Skills

Level 1/2 support

Slack/Email/In-person

Documentation & SLAs

Troubleshooting

Hardware deployment & imaging

Mac & Windows support

Onboarding assistance

IT projects & security

Identity access management

Education

Certifications (e.g., CompTIA, Microsoft, Apple)

Tools

Microsoft 365/Exchange Online

SharePoint

Job description

Duties

We are seeking a Senior Desktop Support Specialist to provide technical assistance and resolve issues related to computer systems, software, and hardware including tablets, mobile devices, printers, and A/V equipment. This role supports both in-person and remote users across all company sites, ensuring timely, accurate resolutions while adhering to company procedures and service standards.

Duties

We are seeking a Senior Desktop Support Specialist to provide technical assistance and resolve issues related to computer systems, software, and hardware including tablets, mobile devices, printers, and A/V equipment. This role supports both in-person and remote users across all company sites, ensuring timely, accurate resolutions while adhering to company procedures and service standards. This role is primarily on-site in Bothell, WA, three days per week, with one day per week spent in Seattle, WA. The candidate will also provide remote support to the South San Francisco location (likely remote work from home on Friday's).

Skills

Essential Functions:

• Provide Level 1 & 2 support for Service Desk tickets and escalations via Slack, email, or in-person
• Accurately document and prioritize requests using the ticketing system to meet SLAs and deadlines
• Troubleshoot and diagnose a variety of technical issues using effective questioning and problem-solving skills
• Configure, deploy, and maintain computer hardware, software, and peripheral devices
• Support both Mac and Windows systems across office and lab environments
• Assist with new hire onboarding and system access setup
• Manage system imaging, patching, and device lifecycle activities
• Participate in IT projects while ensuring compliance with security protocols and SOPs
• Support identity access management processes
• Provide technical support across both Lyell locations, collaborating with onsite and remote team members as needed

Education

Requirements:

• 5+ years of experience in a Service Desk or Desktop Support role
• Strong communication, interpersonal, and customer service skills
• Proficient in supporting and administering Microsoft 365, SharePoint, and Exchange Online
• Experience with both PC and Mac hardware/software
• Ability to lift up to 50 lbs and support occasional evening or weekend work
• Relevant certifications (e.g., CompTIA, Microsoft, Apple) are a plus

Pay Rate Range: $40-54/hr depending on experience