- Company Name
- The Carrera Agency
- Job Title
- Desktop Support Specialist
- Job Description
-
**Job Title**
Desktop Support Specialist
**Role Summary**
Provide advanced Tier 2/3 end‑user and system support for global laboratory and manufacturing environments. Ensure high availability, security, and regulatory compliance across Windows, Server, Linux, and cloud platforms through proactive maintenance, incident resolution, and collaboration with cross‑functional teams.
**Expectations**
- 4‑6 + years of enterprise‑scale desktop or end‑user support experience (10,000+ users).
- Proven background in regulated lab or manufacturing settings; familiarity with biotech or pharma practices is a plus.
- Strong problem‑solving, documentation, and customer‑service orientation with minimal supervision.
**Key Responsibilities**
1. Resolve Tier 2/3 tickets in ServiceNow, maintaining SLA compliance.
2. Deploy and patch software, security tools, and updates using SCCM/Intune.
3. Troubleshoot Windows, Server, Linux, and cloud environments; diagnose complex network and system issues.
4. Collaborate with global IT teams to conduct root‑cause analysis and implement corrective actions.
5. Produce and maintain technical documentation (work instructions, test plans, knowledge‑base articles).
6. Support IT projects, ensuring alignment with compliance and security standards.
7. Maintain audit‑ready configuration records and system documentation.
**Required Skills**
- Windows, Server, Linux, cloud services; SCCM, Intune, endpoint management.
- PowerShell, SQL, or equivalent scripting for automation.
- Active Directory, GPO, IP addressing, DHCP, DNS, VLANs, firewalls, file sharing, databases.
- ServiceNow ticketing; ITIL fundamentals preferred.
- Strong analytical, communication, and documentation abilities.
**Required Education & Certifications**
- BS/BA in Computer Science, Engineering, or related field.
- Microsoft accreditation (or equivalent experience) is preferred.
- ITIL certification is an advantage.