Senior Service Desk Technician

About the role

For our client, we are seeking a Senior Service Desk Technician to join the team of a leader in the Pharmaceuticals & Biotech space. In this role, you will provide advanced technical support for end-user computing, enterprise applications, and identity/access services in a fast-paced, remote environment. You will be responsible for resolving complex escalations, supporting collaboration and productivity platforms, and helping maintain a reliable and secure user experience across the organization. This position also plays an important role in documentation, desktop lifecycle management, and continuous improvement of service desk operations. Location: Remote - US based candidates only, no visa sponsorship available.

Responsibilities

• Provide Tier II/Tier III support for end-user devices, operating systems, and enterprise applications.
• Lead complex troubleshooting efforts related to hardware, software, user access, and performance issues.
• Administer and support platforms such as Microsoft 365, file-sharing tools, collaboration applications, and document management systems.
• Support identity and access services through Azure SSO, SCIM, and MDM.
• Create and maintain documentation, guides, and best practices for internal use.
• Participate in desktop solution lifecycle management, including image creation and patching.
• Balance multiple competing tasks and priorities effectively.

Qualifications

• 3+ years of experience in desktop support or end-user computing roles in medium-to-large enterprises.
• Strong hands-on experience with Hybrid Active Directory / Azure AD.
• Knowledge of Microsoft 365 Suite including Exchange Online, Teams, and OneDrive.
• Experience managing endpoints through Intune and JAMF.
• Strong analytical and problem-solving skills in handling escalated technical issues.
• Excellent verbal and written communication skills for both technical and non-technical users.
• Experience creating user guides and documentation.

Benefits

• Competitive cash compensation and robust equity awards.
• Strong benefits package including health, dental, and retirement plans.
• Significant learning and development opportunities for continuous improvement.
• Flexible remote work options available.

Pay

$106,000 – $132,000 annually