Sr. Desktop Support Specialist

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

Job summary

Trinity Life Sciences in New York is seeking a Senior Service Desk Technician to act as a technical SME and escalation point for complex end-user issues. You will collaborate with IT & Infrastructure, manage assets, and support procurement while maintaining knowledge bases.

The role involves ticket analytics, SLA/OLA monitoring, backlog management, and driving continuous service improvements through performance metrics. EST hours, on-site role.

Qualifications

• Bachelor’s degree in computer science required but not mandatory.
• 5-8 years of hands-on helpdesk/desktop support experience.
• Experience with ITSM/ITIL practices, preferably ServiceNow.

Responsibilities

• Troubleshoot Tier I–III hardware, software and peripherals.
• Administer Office 365 – Exchange, SharePoint, Endpoint & Teams.
• Configure and monitor end-user device inventory and security tools.
• Work with Azure, Intune, AWS, and networking basics.
• Manage Windows Server OS, AD, and Group Policy basics.
• Lead escalations and mentor junior/outsourced staff.
• Create documentation and SOPs for the team.
• Analyze tickets and report daily trends to management.

Skills

Windows 11

Office 365

ServiceNow

PowerShell

Active Directory

ITSM/ITIL

Networking basics

Azure/Intune

End-user support

Education

Bachelor’s degree in computer science

Tools

ServiceNow

BeyondTrust

Job description

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– New York

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—from 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 account for a wide range of factors that are considered in making compensation decisions including but not limited to skill sets and market demand for skills, level of experience and training, specific qualifications, geographic location, internal equity, and other business/organizational needs. 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 (I&E)

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.