Primary Responsibilities

• Provide Level 1–2 Service Desk and Desktop Support for Mac, Windows, and mobile devices.
• Monitor, triage, and resolve issues via IT ticketing system, Slack, and other support channels.
• Deliver onsite and remote support across multiple locations; participate in after-hours/on-call rotation.
• Support conference rooms, collaboration tools, lab, shipping, network hardware, and local printers.
• Manage user onboarding and offboarding, including laptop imaging, deployment, access provisioning, and asset recovery.
• Perform identity and access management (account provisioning, license management, approvals, compliance support).
• Assist with asset lifecycle management, procurement, and software licensing.
• Document procedures, create end-user guides, and support IT projects.
• Respond to major incidents and support employee communications as needed.
• Lift and carry equipment up to 25 lbs; occasional travel may be required.

Required Qualifications

• 5–9 years of hands-on IT Helpdesk/Desktop Support experience.
• Strong experience supporting Windows, macOS, mobile devices, and workstation deployments/imaging.
• Proficiency with Google Workspace, MS Office, and collaboration tools.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Experience supporting conference room AV and on-premise hardware.
• Excellent customer service and communication skills with non-technical users.
• Experience in a mid-sized or enterprise (≈2000+ users) environment.
• Ability to work independently and within a team in a fast-paced environment.
• Familiarity with ITSM / ITIL processes.
• Comfortable wearing PPE when supporting lab systems.

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