Senior Service Desk Technician

revolutionmedicines; United States; Hybrid; USD 65,000 - 90,000; Full time

Job summary

revolutionmedicines is seeking an experienced end-user computing specialist to provide advanced desk­top support in a hybrid enterprise environment. You will troubleshoot Windows and macOS issues, manage identity and endpoint platforms, document processes, and mentor junior staff.

The role involves imaging, patching, deployment, scripting, and coordinating with infrastructure, network, and security teams. Strong communication and hands-on IT skills are essential for success.

Qualifications

• Three or more years in desktop support or end-user computing in a medium/large enterprise.
• Hands-on with hybrid Active Directory and Azure AD.
• Experience with Microsoft 365 apps including Exchange Online, Teams and OneDrive.
• Experience managing endpoints with Intune and JAMF.
• Strong diagnostic skills and ability to handle escalated issues.
• Clear written and verbal communication for nontechnical users.

Responsibilities

• Provide Tier II and III support for Windows and macOS devices, apps, and user access.
• Investigate complex hardware, software and performance problems with cross-team coordination.
• Support collaboration and business platforms, identity services, and endpoint management tools.
• Maintain device and asset records; contribute to imaging, patching, deployment and scripting.
• Serve as escalation point and mentor junior technicians and helpdesk staff.
• Create internal guides and assist with rollouts and pilot testing.

Skills

Desktop support

End-user computing

Troubleshooting

Communication

Documentation

Mentoring

Windows admin

macOS admin

Intune

Azure AD

Tools

Intune

JAMF

Azure AD

Exchange Online

Teams

OneDrive

Job description

Role overview

Provide advanced end-user technology support across a hybrid enterprise environment, resolving device, operating system, application, access, and performance issues. The role combines escalated troubleshooting with service platform administration, endpoint lifecycle work, documentation, and mentoring for less experienced support staff.

Responsibilities

• Deliver Tier II and Tier III support for Windows and macOS devices, enterprise applications, and user access issues.
• Investigate complex hardware, software, and performance problems, coordinating with infrastructure, network, and security teams when needed.
• Support collaboration and business platforms, identity services, and endpoint management tools.
• Maintain device and asset records and contribute to endpoint lifecycle work such as imaging, patching, deployment, and scripting.
• Serve as an escalation point and technical mentor for junior technicians and helpdesk staff.
• Write internal guides and best practices, and assist with application or hardware rollouts and pilot testing.

Requirements

• At least three years of desktop support or end-user computing experience in a medium or large enterprise.
• Hands-on experience with hybrid Active Directory and Azure AD.
• Working knowledge of Microsoft 365 applications, especially Exchange Online, Teams, and OneDrive.
• Experience managing endpoints with Intune and JAMF.
• Strong diagnostic skills and experience handling escalated technical issues.
• Clear written and verbal communication, including explaining technical issues to nontechnical users.
• Familiarity with Windows and macOS, network protocols, security practices, and remote support tools.
• Ability to prioritize competing tasks and work independently as well as with cross-functional teams.

Nice to have

• Basic scripting with PowerShell, Python, or a similar language.
• Knowledge of VPNs, firewalls, endpoint protection, or VLANs; relevant IT certifications are also useful.