Senior Desktop Support & ITSM Specialist

Trinity Partners, LLC; New York (NY); On-site; USD 72,000 - 108,000; Full time

Job summary

Trinity Life Sciences seeks a Sr. Desktop Support Specialist to serve as a technical SME for complex end-user issues and escalations. You will partner with IT teams on initiatives, manage assets, and maintain documentation.

You will deliver Office 365 administration, Azure/Intune basics, and ITSM practices, with a focus on ticket analytics, trends, and performance metrics to drive improvements.

Qualifications

• Bachelor's degree in computer science or equivalent professional experience.
• 5-8 years of hands-on helpdesk/desktop support in a professional environment.
• Experience with Windows 11, macOS, 365 administration, and ITSM/ITIL practices.
• Knowledge of Active Directory, device management, and endpoint security.
• Familiarity with remote support tools (e.g., BeyondTrust).

Responsibilities

• Provide Tier I–III support for complex end-user issues and escalate as needed.
• Support Office 365 administration including Exchange, SharePoint, Teams.
• Assist with IT asset management, procurement, and documentation.
• Perform ticket analysis, reporting, and SLA/OLA monitoring.
• Train and mentor junior staff and partners.

Skills

Troubleshooting desktops & laptops

End-user device support

Windows 11 / macOS

Microsoft 365 administration

ITSM/ITIL (ServiceNow)

Active Directory administration

Networking fundamentals

PowerShell basics

Education

Bachelor's degree in computer science

Tools

ServiceNow

BeyondTrust

Azure/Intune basics

Office 365 admin tools

Job description

Trinity Life Sciences seeks a Sr. Desktop Support Specialist to serve as a technical SME for complex end-user issues and escalations. You will partner with IT teams on initiatives, manage assets, and maintain documentation.

You will deliver Office 365 administration, Azure/Intune basics, and ITSM practices, with a focus on ticket analytics, trends, and performance metrics to drive improvements.