Senior IT Desk Support Lead - End-User Escalations

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

Benefits offered by this job

Discretionary bonus

Job summary

Trinity Life Sciences in Waltham, MA is seeking a Senior Service Desk Technician to provide Tier I-III end-user support, partnering with IT/infrastructure teams. You will manage tickets, monitor SLAs, and contribute to knowledge bases, documentation, and continuous service improvements.

The role requires a Bachelor’s in CS (or related) and 5–8 years of helpdesk/desktop support experience, with expertise in Office 365, AD, and ITSM practices. EST hours and on-site location in Waltham are noted.

Qualifications

• Bachelor's degree in computer science or related field, preferred.
• 5-8 years of hands-on helpdesk/desktop support experience.
• Experience with Office 365 administration and troubleshooting.

Responsibilities

• Provide Tier I-III support for end-user issues and escalate as needed.
• Administer Office 365 services including Exchange, SharePoint, Endpoint & Teams.
• Monitor SLA/OLA, analyze tickets, identify trends, and report findings.
• Maintain IT asset/inventory processes and assist with procurement.
• Create documentation and SOPs; mentor junior/outsourced staff.

Skills

Tier I-III troubleshooting

Windows 11

macOS environments

Microsoft 365 administration

ITSM/ITIL practices

Active Directory

Networking basics

PowerShell scripting

Ticket analysis & reporting

Communication skills

Education

Bachelor’s degree in computer science

Tools

ServiceNow

BeyondTrust (Bomgar)

PowerShell

Azure

Intune

Active Directory

Job description

Trinity Life Sciences in Waltham, MA is seeking a Senior Service Desk Technician to provide Tier I-III end-user support, partnering with IT/infrastructure teams. You will manage tickets, monitor SLAs, and contribute to knowledge bases, documentation, and continuous service improvements.

The role requires a Bachelor’s in CS (or related) and 5–8 years of helpdesk/desktop support experience, with expertise in Office 365, AD, and ITSM practices. EST hours and on-site location in Waltham are noted.