Location and Timings
India – Remote
EST Hours

Responsibilities:
• Provide friendly, customer‑focused level 2 support with clear communication and thorough follow‑through to confirmed resolution of all support requests.
• Identify, analyze, and diagnose technical issues while providing customers with timely updates and accurate estimated resolution times.
• Escalate unresolved support requests to the appropriate technicians in accordance with established procedures and SLAs.
• Maintain accurate tracking of hardware and software assets using asset‑management tools and adhering to lifecycle and inventory best practices.
• Monitor Service Desk ticket queues to ensure timely response, proper categorization, and assignment across the IT team.
• Develop and complete small IT projects; create, update, and maintain process and procedure documentation as needed.
• Support Microsoft Teams conference rooms, ensuring reliable meeting room functionality and assisting users with audio, video, and room system issues.
• Apply and support Windows security baselines, BitLocker,



and device compliance policies to maintain secure and compliant endpoint configurations.
• Adhere to SOC 2 compliance requirements, including secure handling of systems, data, and change‑control practices.
• Collaborate with Desktop Support Specialists, Systems Administrators, and other IT teams to resolve complex or escalated issues.
• Proactively identify recurring support issues and recommend process, documentation, or system improvements.

Requirements:
Education: Bachelor’s degree in computer science required but not mandatory.

Work Experience: 3-5 years of hands-on experience in service desk, desktop support within a professional environment.

Technical Skills (Preferred)
• Desktop and Laptop hardware; workstation accessories
• Robust remote troubleshooting skills
• Windows 11 / Mac OS
• Antivirus management
• O365 administration and troubleshooting
• ITSM/ITIL-based ticketing systems – Preferably Servi

📌 Desktop Support Specialist (India)
🏢 Trinity Life Sciences
📍 India