Sr. Desktop Support Specialist

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

Benefits offered by this job

Annual bonus

Job summary

Trinity Life Sciences in Waltham, MA is seeking a Senior Desktop Support Specialist to deliver Tier I–III end-user support, act as SME, and partner with IT/Infrastructure on initiatives.

You will manage assets, support Office 365, Azure/Intune, AD, and security tooling, document SOPs, mentor junior staff, and provide daily ticket analysis and reporting.

Qualifications

• Bachelor’s degree in computer science or related field.
• 5-8 years of hands-on helpdesk/desktop support experience.
• Strong troubleshooting across Windows/macOS environments and Office 365.
• Experience with ITSM/ITIL practices, preferably ServiceNow.
• Familiarity with Azure, Intune, AD and security tooling.

Responsibilities

• Provide Tier I-III end-user support and act as SME for complex issues.
• Manage IT asset and inventory processes and assist with procurement.
• Monitor SLAs/OLAs, analyze tickets, and identify trends.
• Train and mentor junior staff; create documentation and SOPs.
• Collaborate with IT and Infrastructure teams on initiatives.

Skills

Desktop support

Windows 11

Office 365 Admin

PowerShell

Azure/Intune

Active Directory

ITIL/ITSM

ServiceNow

Ticket analytics

Mentoring

Education

Bachelor’s degree in computer science

Tools

BeyondTrust

Azure Portal

Intune

AWS

Group Policy

Job description

Sr. Desktop Support Specialist Reporting to the Manager, the Senior Service Desk Technician serves as a technical SME and escalation point, providing Tiers I, II, and III support for complex end-user issues.

This role partners closely with other scopes of IT and Infrastructure teams on key initiatives, manages IT asset and inventory processes, supports procurement activities, and maintains technical documentation and knowledge bases. Additionally, the role is responsible for ticket analysis and reporting, SLA/OLA monitoring, backlog management, trend identification, and driving continuous service improvements through operational insights and performance metrics.

Location and Timings US- Waltham, MA EST

Hours 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.

Requirements

• Education: Bachelor’s degree in computer science required but not mandatory.
• Work Experience: 5-8 years of hands-on experience in helpdesk, desktop support within a professional environment.

Technical Skills (Preferred)

• Expert troubleshooting skills for desktops, laptops, peripherals, and workstation hardware.
• Advanced remote support and end-user issue resolution capabilities.
• Proficiency with Windows 11 and macOS environments.
• Experience with Microsoft 365 administration and troubleshooting.
• Hands-on knowledge of ITSM/ITIL practices, preferably ServiceNow.
• Support experience for iOS and Android devices.
• Understanding of endpoint security, antivirus, and device management.
• Solid foundation in Active Directory, user administration, and access management.
• Working knowledge of networking fundamentals.
• Experience troubleshooting printers and print services.
• Familiarity with remote support tools such as BeyondTrust (Bomgar).
• Ability to act as a technical SME, lead escalations, and drive issue resolution.

Additional Skills

• Strong Ticket Analysis and Report generation.
• Excellent verbal and written communication skills.
• Strong customer service, communication, and stakeholder management skills.
• Ability to work collaboratively and manage multiple priorities.

About Trinity

Trinity powers the future of life sciences commercialization through the fusion of human and artificial intelligence. By blending deep therapeutic expertise and trusted human ingenuity with a purpose-built technology platform, Trinity accelerates clarity and confidence at every step of the commercialization journey - pre-launch to scale to loss of exclusivity. For more than 30 years, the world’s leading pharmaceutical, biotech, and medtech companies have relied on Trinity’s foresight, execution, and partnership to deliver confident product launches, decisive market advantage, and measurable patient impact. During that time, Trinity expanded from its first office in Waltham, MA to 1,300 professionals across 14 offices and five continents, setting new industry standards in quality, responsiveness, and client partnership.

Trinity powers the future of life sciences commercialization through the fusion of human and artificial intelligence. By blending deep therapeutic expertise and trusted human ingenuity with a purpose-built technology platform, Trinity accelerates clarity and confidence at every step of the commercialization journey - pre-launch to scale to loss of exclusivity. For more than 30 years, the world’s leading pharmaceutical, biotech, and medtech companies have relied on Trinity’s foresight, execution, and partnership to deliver confident product launches, decisive market advantage, and measurable patient impact. During that time, Trinity expanded from its first office in Waltham, MA to 1,300 professionals across 14 offices and five continents, setting new industry standards in quality, responsiveness, and client partnership.

For more information, visit Trinity at www.trinitylifesciences.com.

Trinity’s salary bands

The base salary range for this role is $72,000 - $108,000 per year. In addition to your base salary, you will also be eligible for an annual discretionary performance bonus.

Trinity’s Commitment to Inclusion & Engagement

Trinity Life Sciences is an equal opportunities employer and welcome applications from all qualified individuals.

At Trinity, inclusion and engagement are at the heart of how we work and grow together. We’ve evolved from a traditional "DEI" framework to Inclusion & Engagement (I&E) - a model that moves beyond representation to focus on connection, collaboration, and shared purpose.

Every role at Trinity plays a part in fostering an environment where all employees feel valued, respected, and empowered to contribute fully. By embedding I&E principles into our culture, we ensure that belonging and engagement are not standalone initiatives - they are part of how we build teams, make decisions, and deliver excellence every day.

Trinity will not tolerate any form of discrimination or harassment and encourages applicants of all ages and identities.

For more information about Trinity’s commitment to Inclusion and Engagement please visit Inclusion & Engagement | Culture of Belonging at Trinity Life Sciences.

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