Desktop Support Specialist

Trinity Life Sciences; United States; Remote; USD 4,400 - 6,500; Full time

Job summary

Trinity Life Sciences is seeking a diligent IT service desk professional to provide level 2 support from a remote India location. You will handle Windows 11, macOS, antivirus, O365, AD basics, and mobile device support, while maintaining asset records and SOC 2 compliance.

Collaborate with Desktop Support and Systems teams to resolve issues, document processes, and contribute to service improvements. EST hours apply.

Qualifications

• 3-5 years of hands-on experience in service desk or desktop support.
• Bachelor’s degree in computer science (or equivalent) preferred.
• Strong verbal and written communication skills; customer-focused mindset.

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 with timely updates and estimated resolution times.
• Escalate unresolved requests per procedures and SLAs.
• Maintain accurate tracking of assets using asset-management tools and lifecycle practices.
• Monitor service desk queues to ensure timely responses and proper categorization.
• Develop and complete small IT projects; document processes and procedures.
• Support Teams conference rooms, ensuring reliable room functionality and assisting with audio/video issues.
• Apply Windows security baselines, BitLocker, and device compliance policies.
• Adhere to SOC 2 compliance requirements for secure handling of systems, data, and change-control practices.
• Collaborate with Desktop Support Specialists and other IT teams to resolve escalated issues.
• Identify recurring issues and suggest process or system improvements.

Skills

Desktop hardware

Remote troubleshooting

Windows 11

macOS

Antivirus management

O365 administration

ITSM/ITIL ticketing

iOS & Android support

Basic network knowledge

Printer troubleshooting

Active Directory basics

Office 365 administration

Bomgar remote tools

Education

Bachelor’s degree in computer science

Tools

ServiceNow

Bomgar

Job description

Location and Timings

India – Remote

EST Hours

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.