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**