Remote Desktop Support Specialist – Level 2 IT Helpdesk

Trinity Life Sciences

United States

Remote

USD 4,400 - 6,500

Full time

10 days ago

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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.