Lead Desktop

Job Title: Lead Desktop Support

Job Location: San Carlos, California 94070 (1 day onsite, 4 days remote)

Onsite Requirements:

MDM tools (e.G., Intune), Okta or other SSO platforms, and ticketing systems like Fresh service

Previously supported IT operations in a biotech, pharma, or similarly regulated environment

Led or coordinated any IT infrastructure or desktop-related projects at a growing company or startup

Job Description:

Responsibilities:

Serve as the primary IT point of contact in the office, providing high-touch, professional, and user-focused support to staff at all levels

Provide timely, professional, and effective technical support to end-users, ensuring minimal disruption to business operations

Demonstrate a strong customer service mindset by actively listening, empathizing with users, and communicating clearly, even in high-pressure situations.

Troubleshoot and resolve hardware, software, and connectivity issues, escalating when necessary to ensure resolution

Onboard new users ensuring a seamless IT experience from day one

Lead and coordinate IT projects at the site, working with other IT teams, ensuring successful implementation

Install, configure, and maintain computer systems and peripherals

Respond to user inquiries and resolve technical problems in a timely manner

Assist with the setup and configuration of audiovisual equipment for meetings and events

Collaborate closely with other IT team members to maintain consistent, high-quality service across all systems

Assist with software and hardware upgrades and deployments

Maintain accurate records of technical support requests and resolutions in ticketing system

Proactively identify opportunities to improve user satisfaction, system reliability, and support efficiency

Stay updated on emerging technologies and best practices in IT service and support

Provide on-call service during business hours when not on-site

Qualifications:

Associate degree or equivalent in information technology or a related field

Minimum of 5 years of experience in IT support or a similar role for biotech or pharma companies

Strong knowledge of computer hardware, software, and operating systems

Proficient with Microsoft Suite (Outlook, Teams, Sharepoint, OneDrive, etc.), MDM system (e.G. Intune), Ticketing System (e.G. FreshServices), SSO (e.G. Okta, Microsoft Entra ID), data storage (e.G. AWS), AV systems, Zoom

Excellent communication and customer service skills

Strong problem-solving and analytical abilities

Ability to work independently and prioritize tasks effectively

**3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply.

This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future**