Desktop Support Specialist

2 weeks ago


San Diego, California, United States VIA Technical Full time
Job Title:
Level 5 Desktop Support Specialist

Location:
San Diego, CA (Fully Onsite)
Experience: 10+ years of relevant experience

Position Summary:

Our client, a leading biotechnology company, is seeking a highly experienced Desktop Support Specialist to join their End User Services team.

As a key member of the global EUS function, you will provide exceptional desktop support to users from their San Diego office, reporting directly to the regional Manager.


Key Responsibilities:
Manage Service Management queues in line with priority and commitment levels.
Collaborate with the global End User Services team to ensure efficient support for 1Help and end users.
Provide excellent customer support through various communication channels, representing the company professionally.
Manage workload effectively and work collaboratively with the End User Services team to achieve top results.

Adhere to Global Information Services (GIS) policies and procedures, ensuring the business is supported through best practices and high-level customer service.

Engage in cross-functional collaboration within the GIS organization to support business needs and adapt to changes.
Assist with communication and issue resolution with other teams in GIS to ensure timely actions.
Share knowledge and mentor junior team members to build a strong support function.
Occasional after-hours support may be required.

Qualifications:
10+ years of experience in desktop support or a similar role.
Familiarity with ITIL environments.
Proficiency in Windows, Mac, iOS, and Android operating systems.
Strong customer service skills with the ability to communicate clearly and adaptively.
Ability to multi-task, set priorities, and meet service level agreements (SLAs).
Experience supporting company executives directly is a plus.
Experience in creating support documentation, guides, and manuals.
Self-motivated with initiative, willing to learn new skills and embrace change in a fast-paced environment.

Education & Experience:
Bachelor's degree from an accredited college or university or equivalent work experience.
Prior experience working within an IT organization is preferred.

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