Senior IT Desk Lead: End-User Support & ITSM Pro

Trinity Life Sciences; Waltham (MA); On-site; USD 72,000 - 108,000; Full time

Job summary

Trinity Life Sciences is seeking a Senior Service Desk Technician to provide Tier I-III support, manage IT assets, and drive service improvements. You will collaborate with IT and Infrastructure teams, analyze tickets, and generate daily reports while maintaining knowledge bases.

The role is based in Waltham, MA with EST hours. A strong background in Windows/macOS, Office 365, Azure/Intune, and ServiceNow is essential for success.

Qualifications

• Bachelor’s degree in computer science is preferred but not mandatory.

Responsibilities

• Extremely proficient in Tier I, II & III Troubleshooting of Laptop Hardware/Software & Associated Peripherals, Windows-OS, Microsoft/Generic Applications, and basic knowledge of iOS devices, etc.
• Office 365 Administration – Exchange, SharePoint, Endpoint & Teams Administration
• Knowledge of configuring, monitoring, security, and inventory tools in end-user devices.
• Working knowledge of Microsoft Azure, Intune and basic understanding of AWS and Networking principles.
• Basic understanding of Windows Server OS and efficiency in Azure, On-Prem Active Directory and Group Policy
• Proficient in Anti-Virus/EDR management
• High level knowledge of Ticketing Systems and identifying trends from those systems. Preferably ServiceNow
• Basic PowerShell scripting to support Active Directory, Office 365 Administration, and other day to day activities.
• Experienced in purchasing and planning of enterprise-wide Laptop & other Hardware distribution, and proficient with IT purchasing practices.
• Ability to train and mentor junior level & outsourced staff.
• Ability to create documentation and SOPs for team.
• Ability to perform ticket analytics and provide daily updates and reports around the ticket analytics to the management
• Basic understanding of Audio/Video Conference devices, Printers and other infrastructure supporting devices like Door Security Systems etc.
• Excellent Communication skills with ability to deal with end-users in various regular & challenging situations.

Skills

Troubleshooting

Remote support

Windows 11/macOS

Office 365 administration

ITSM/ITIL ServiceNow

iOS and Android support

Endpoint security

Active Directory

Networking basics

Printer/print services

BeyondTrust remote support

SME leadership

Education

Bachelor’s degree in computer science

Tools

Office 365 Administration

Azure

Intune

AWS

ServiceNow

BeyondTrust

Job description

Trinity Life Sciences is seeking a Senior Service Desk Technician to provide Tier I-III support, manage IT assets, and drive service improvements. You will collaborate with IT and Infrastructure teams, analyze tickets, and generate daily reports while maintaining knowledge bases.

The role is based in Waltham, MA with EST hours. A strong background in Windows/macOS, Office 365, Azure/Intune, and ServiceNow is essential for success.