Executive IT Support Technician – Onsite & Collaboration Tech

Mallinckrodt Pharmaceuticals

Bridgewater (MA)

On-site

USD 77,000 - 107,000

Full time

14 days+

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Benefits offered by this job

Total Rewards package

Competitive pay and benefits

Job summary

Keenova is hiring an IT Support Services Technician to provide on-site and remote end‑user support across headquarters and local sites. You will manage desktops, laptops, mobiles, collaboration tools, and conference room systems while delivering executive‑level service with a strong focus on reliability and compliance.

The role emphasizes incident management, asset lifecycle, and collaboration with global IT teams.

Qualifications

Bachelor’s degree or equivalent professional experience.
5+ years’ experience in IT end‑user / deskside support within an office or site‑based environment.
Proven experience in supporting Executive level users, including 1-1 support.
Experience coordinating with other IT teams across multiple locations.
Understanding and experience with ITSM tools/practices (incident, request, problem, change); ITIL familiarity.
Pharmaceutical environment awareness, including data integrity, security compliance, and audit readiness.

Responsibilities

Provide Tier 1 and Tier 2 management and support for desktops, laptops, mobile devices, collaboration peripherals, conference room devices, printers, and business applications for onsite and remote employees.
Troubleshoot and resolve hardware, software, OS, account, and connectivity issues promptly and professionally.
Support and administer endpoint technologies including Active Directory, Microsoft Intune, Intune Autopilot, SCCM/MECM, Microsoft Teams, Conferencing software and the Microsoft 365 suite.
Perform device provisioning, deployment, refresh, imaging, software installation, and lifecycle management activities.
Assist with user account management, access requests, password resets, and endpoint compliance troubleshooting.
Utilize ServiceNow to manage incidents, service requests, asset records, and technical documentation while meeting SLAs.
Support and maintain collaboration technologies including Microsoft Teams, Cisco Webex, Teams Rooms, conferencing platforms, and room scheduling systems.
Provide hands‑on support for conference rooms and executive spaces, ensuring meeting tech is operational.
Troubleshoot and maintain audiovisual systems including displays, projectors, cameras, microphones, speakers, and video conferencing equipment.
Deliver proactive white‑glove support for executives and senior leadership for meetings and events.
Coordinate with infrastructure, networking, security, and vendors to resolve complex issues and support projects.
Participate in office moves, equipment deployments, and headquarters IT operations.
Maintain accurate asset inventories and lifecycle tracking.
Act as escalation point on incident response, ensuring root cause analysis and corrective actions.
Ensure incidents and requests are logged, prioritized, and resolved per SLAs/KPIs.