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Desktop Support Specialist
Trinity Life Sciences
Remote, IND
Full-time
Mid · 3+ years experience
Remote
Discovered 2 weeks ago
Microsoft TeamsBitLockerWindows 11Mac OSServiceNowiOS
Free
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Microsoft TeamsBitLockerWindows 11
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Microsoft TeamsBitLockerWindows 11Mac OSServiceNowiOS
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Location and Timings
- India – Remote
- EST Hours
Responsibilities
- Provide friendly, customer‑focused level 2 support with clear communication and thorough follow‑through to confirmed resolution of all support requests.
- Identify, analyze, and diagnose technical issues while providing customers with timely updates and accurate estimated resolution times.
- Escalate unresolved support requests to the appropriate technicians in accordance with established procedures and SLAs.
- Maintain accurate tracking of hardware and software assets using asset‑management tools and adhering to lifecycle and inventory best practices.
- Monitor Service Desk ticket queues to ensure timely response, proper categorization, and assignment across the IT team.
- Develop and complete small IT projects; create, update, and maintain process and procedure documentation as needed.
- Support Microsoft Teams conference rooms, ensuring reliable meeting room functionality and assisting users with audio, video, and room system issues.
- Apply and support Windows security baselines, BitLocker, and device compliance policies to maintain secure and compliant endpoint configurations.
- Adhere to SOC 2 compliance requirements, including secure handling of systems, data, and change‑control practices.
- Collaborate with Desktop Support Specialists, Systems Administrators, and other IT teams to resolve complex or escalated issues.
- Proactively identify recurring support issues and recommend process, documentation, or system improvements.
Requirements
- Education : Bachelor’s degree in computer science required but not mandatory.
- Work Experience : 3-5 years of hands-on experience in service desk, desktop support within a professional environment.
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