Desktop Engineer

Job description

• technology support for business users, VIP users, executive stakeholders, AV services,
• site operations, and limited laboratory technology support as needed. This role supports
• end-user computing, mobile devices, peripherals, and related IT infrastructure to help
• maintain reliable, secure, and compliant operations.
• The successful candidate will bring strong technical troubleshooting skills, a customer-
• focused mindset, and experience supporting technology in a pharmaceutical,
• biotechnology, life sciences, manufacturing, or similarly regulated environment. This
• individual will work closely with internal IT teams, business stakeholders, executives,
• and laboratory personnel to resolve issues, support technology deployments, and
• minimize operational disruption.

Key Responsibilities

End-User and Site Support

• Provide advanced on-site IT support for business users, VIP users, and
• executive-level staff at assigned company locations.
• Deliver responsive VIP support with professionalism, urgency, discretion, and a
• strong focus on user experience.
• Install, configure, maintain, and troubleshoot laptops, desktop computers, mobile
• devices, printers, scanners, monitors, docking stations, and related peripherals.
• Diagnose and resolve hardware, software, operating system, application,
• network connectivity, and access-related issues.
• Manage incidents and service requests from initial investigation through
• resolution, providing timely updates to users and stakeholders.
• Escalate complex or high-impact issues to the appropriate infrastructure, security,
• application, or vendor support teams.
• Support employee onboarding, offboarding, workstation moves, equipment
• replacements, and hardware refresh activities.

• Support conference rooms, collaboration platforms, audio-visual equipment, and
• business meetings.
• Maintain a high level of professionalism, responsiveness, and customer
• satisfaction.
• VIP, C-Level, and White-Glove Onsite Support
• Provide professional, high-touch onsite support for executive leadership, VIP
• users, and business-critical meetings.
• Assist C-level and senior leadership with laptops, mobile devices, conference
• room technology, collaboration tools, access issues, and urgent technical support
• needs.
• Deliver discreet, timely support with strong attention to communication,
• confidentiality, professionalism, and user experience.
• Coordinate with internal IT teams to resolve escalated or time-sensitive issues
• affecting executive users, VIP users, or high-priority business activities.

AV Support and Meeting Assistance

• Assist with meeting setup, conference room technology, audio-visual equipment,
• and collaboration tools to support business meetings and events.
• Provide hands-on support for Teams meetings, room displays, cameras,
• microphones, speakers, cabling, and related meeting room equipment.
• Troubleshoot AV issues before and during meetings to minimize disruptions and
• maintain a positive meeting experience.
• Partner with users, Facilities, and internal IT teams to help resolve conference
• room and AV-related issues.

Limited Laboratory Hardware and Technology Support

• Provide limited, as-needed assistance to the Lab Support team for laboratory
• workstations, computers, monitors, barcode scanners, label printers, and other
• laboratory-connected hardware.
• Assist with initial troubleshooting of laboratory endpoint devices and peripherals
• under the direction of the Lab Support team when requested.
• Assist the Lab Support team with occasional laboratory technology deployments,
• equipment refreshes, moves, and related support activities as requested.
• Follow approved documentation, change control, and compliance requirements
• when assisting in regulated laboratory environments.

Systems Administration and Access Support

• Provide administrative support for approved IT systems within the scope of the
• role.

• Assist with user accounts, role assignments, access permissions, and related
• requests according to established procedures.
• Support Microsoft 365, Windows operating systems, endpoint management
• technologies, mobile devices, and cloud-based applications.
• Partner with internal teams to troubleshoot account, authentication, access, and
• endpoint compliance issues.
• Follow established approval and security requirements when processing access-
• related requests.

Service Management and Documentation

• Accurately document incidents, service requests, troubleshooting activities, root
• causes, and resolutions in the company's IT service management platform.
• Maintain complete and timely ticket notes, status updates, assignment
• information, and resolution details.
• Prioritize support activities based on business impact, urgency, service-level
• requirements, and operational needs.
• Prepare operational reports and technical documentation when required.
• Identify recurring technical problems and contribute to root cause analysis and
• long-term corrective actions.
• Create and maintain knowledge articles, support documentation, work
• instructions, and standard operating procedures.
• Share technical knowledge and provide guidance to other support team
• members as needed.

Stakeholder Coordination

• Work with internal teams and business stakeholders to help resolve technical
• issues and support daily operations.
• Assist with scheduling and coordinating on-site service activities when needed.
• Serve as an on-site IT contact for infrastructure projects, laboratory support
• activities, and technology deployments.
• Collaborate with IT Infrastructure, Information Security, Applications, Quality,
• Manufacturing, Laboratory Operations, Research, Facilities, and other business
• functions.
• Communicate technical issues and their business impact clearly to both technical
• and non-technical stakeholders.
• Maintain appropriate records for supported issues and work performed.

Compliance and Quality

• Follow corporate IT policies, cybersecurity standards, standard operating
• procedures, and applicable regulatory requirements.

• Support technology in regulated environments in accordance with approved
• processes and documentation standards.
• Contribute to system testing, validation activities, quality compliance initiatives,
• and audit support as assigned.
• Maintain accurate, complete, and audit-ready records for support activities and
• system changes.
• Protect confidential, proprietary, and sensitive information encountered while
• performing support responsibilities.
• Complete required training and follow established change management, incident
• management, and access-control processes.
• Support the investigation and remediation of compliance, security, and
• technology-related issues within the scope of the position.

Continuous Improvement

• Identify opportunities to improve service quality, operational efficiency, reliability,
• and the end-user experience.
• Recommend solutions for recurring hardware, software, connectivity, and
• laboratory technology issues.
• Participate in technology standardization, process improvement, and service
• delivery initiatives.
• Assist with the development and improvement of technical procedures,
• knowledge articles, checklists, and support standards.
• Remain current with relevant technologies, cybersecurity practices, support tools,
• and industry requirements.
• Perform other duties and responsibilities as assigned.

Key Working Relationships

• The IT Infrastructure Service Specialist regularly works with:
• Business users and site leadership
• Laboratory Operations and Research teams

Manufacturing and Quality teams

• IT Infrastructure, Information Security, Applications, and Automation teams
• Facilities and site operations personnel
• External service providers, as needed, for issue follow-up and support

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering,
• Life Sciences, or a related field.
• Minimum 7 years of hands-on, on-site IT support experience in an enterprise
• environment.

• Strong end-user computing support experience across laptops, desktops, mobile
• devices, printers, peripherals, and endpoint tools.
• Proven troubleshooting skills across hardware, software, operating systems,
• network connectivity, access, and service requests.
• Experience with IT asset lifecycle support, deployments, incident management,
• and technical documentation.

Preferred Qualifications

• Experience in pharmaceutical, biotechnology, life sciences, manufacturing, or
• other regulated environments.
• Exposure to laboratory technology, scientific instrument workstations, or third-
• party service coordination.
• Experience supporting research, manufacturing, laboratory, executive, or
• business-critical teams.
• Relevant certifications such as Microsoft, ITIL, CompTIA, Cisco, or equivalent
• credentials.

Technical Knowledge and Skills

• Microsoft Windows, Microsoft 365, endpoint management, device configuration,
• and software deployment.
• Desktop, laptop, mobile device, printer, scanner, peripheral, and conference
• room technology support.
• Basic networking concepts, including TCP/IP, Wi-Fi, VPN, DNS, DHCP, and
• connectivity troubleshooting.
• IT service management platforms, preferably ServiceNow, with strong ticket
• documentation discipline.
• User account administration, access control, cybersecurity awareness, change
• management, and data integrity practices.
• PowerShell, Windows scripting, Linux, Excel macros, or automation experience
• is a plus.

Core Competencies

• Customer-focused mindset with strong communication and service ownership.
• Strong troubleshooting, analytical thinking, and problem-resolution skills.
• High attention to detail, documentation accuracy, and compliance discipline.
• Ability to prioritize work, manage urgency, and make sound decisions
• independently.
• Professional, discreet, adaptable, and effective in cross-functional collaboration.

Physical and Work Requirements

• Ability to provide on-site support across office, laboratory, conference room, and
• technical areas.
• Ability to install, connect, move, and troubleshoot computers, monitors, printers,
• and peripherals.
• Ability to respond quickly to time-sensitive issues impacting business, laboratory,
• or manufacturing operations.
• Occasional travel between supported company locations may be required.