Executive IT Support Technician — Onsite & White-Glove Service

Mallinckrodt Pharmaceuticals; United States; On-site; USD 77,000 - 107,000; Full time

Job summary

Keenova is seeking an IT Support Services Technician to provide Tier 1/2 support for desktops, laptops, and collaboration tools at headquarters sites with occasional travel. The role emphasizes strong executive support, incident handling, and end-user services within a corporate IT environment.

Primary onsite, 3–5 days per week, with on-call rotation and collaboration with Global IT teams. Base pay ranges in the reported range; candidates with 5+ years of experience will fit well in this role.

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); knowledge and familiarity with ITIL practices.
• 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, operating system, account, and connectivity issues in a timely and professional manner.
• Support and administer endpoint technologies including Active Directory, Microsoft Intune, Intune Autopilot, SCCM/MECM, Microsoft Teams, Conferencing software (WebEX, Teams, Zoom) 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 established service levels.
• 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, executive boardrooms, and collaboration spaces, ensuring meeting technology is fully operational and ready for use.
• 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, including preparation and support for critical meetings, presentations, and events.
• Coordinate with infrastructure, networking, security, and vendor teams to resolve complex technical issues and support technology projects.
• Participate in office moves, equipment deployments, technology refresh initiatives, and headquarters IT operations.
• Maintain accurate asset inventories and ensure company hardware is properly tracked throughout its lifecycle.
• Act as an escalation point and/or lead on incident response for critical IT issues, ensuring clear communication, root cause analysis, and corrective actions.
• Ensure incidents and requests are logged, prioritised, and resolved in line with SLAs/KPIs, driving reduction of recurring issues.
• Manage & conduct IT project activities on a day-to-day basis.
• Ensure effective resource coverage and local presence to meet operational demands.

Skills

End-user support

Executive support

ITIL practices

Active Directory

Intune

SCCM

Microsoft Teams

Vendor coordination

Communication skills

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

WebEx/Zoom

Windows endpoints

Microsoft 365

Job description

Keenova is seeking an IT Support Services Technician to provide Tier 1/2 support for desktops, laptops, and collaboration tools at headquarters sites with occasional travel. The role emphasizes strong executive support, incident handling, and end-user services within a corporate IT environment.

Primary onsite, 3–5 days per week, with on-call rotation and collaboration with Global IT teams. Base pay ranges in the reported range; candidates with 5+ years of experience will fit well in this role.