Sr. Desktop Support Specialist

We need to output HTML fragment with sections only if content present. Must not include job title heading. Use

for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide which sections have real content. From posting: - "Reporting to the Manager, the Senior Service Desk Technician serves as a technical SME and escalation point, providing Tiers I, II, and III support for complex end-user issues. This role partners closely with other scopes of IT and Infrastructure teams on key initiatives, manages IT asset and inventory processes, supports procurement activities, and maintains technical documentation and knowledge bases. Additionally, the role is responsible for ticket analysis and reporting, SLA/OLA monitoring, backlog management, trend identification, and driving continuous service improvements through operational insights and performance metrics." This is description of role - could be "About the role". So we can have

About the role

with

containing that paragraph. - Location and Timings: "Location and Timings US– New York EST Hours". That's location and schedule. We have schedule info: US– New York EST Hours. Not specific hours but location and time zone. Could be Schedule section? The rule: include Pay/Schedule/Benefits only if posting actually states them. It states location and timings but not explicit schedule like "9am-5pm". Might still be considered schedule? It says "Location and Timings US– New York EST Hours". That's vague. Probably we should not create Schedule section because it's not specific hours. Could include location in About the role? But better to maybe include a short

for location? The instruction: "Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

or drop it." Location is minor metadata; we could fold into a short

maybe under About the role or separate? Probably we can include a

for location after About the role. - Responsibilities: The bullet list after "Responsibilities Extremely proficient..." Actually the posting has "Responsibilities Extremely proficient in Tier I, II & III Troubleshooting..." It seems they listed responsibilities as a long sentence with many items separated by commas. We need to extract list items. The text: "Extremely proficient in Tier I, II & III Troubleshooting of Laptop Hardware/Software & Associated Peripherals, Windows-OS, Microsoft/Generic Applications, and basic knowledge of iOS devices, etc.Office 365 Administration – Exchange, SharePoint, Endpoint & Teams AdministrationKnowledge of configuring, monitoring, security, and inventory tools in end-user devices.Working knowledge of Microsoft Azure, Intune and basic understanding of AWS and Networking principles.Basic understanding of Windows Server OS and efficiency in Azure, On-Prem Active Directory and Group PolicyProficient in Anti-Virus/EDR managementHigh level knowledge of Ticketing Systems and identifying trends from those systems. Preferably ServiceNowBasic PowerShell scripting to support Active Directory, Office 365 Administration, and other day to day activities.Experienced in purchasing and planning of enterprise-wide Laptop & other Hardware distribution, and proficient with IT purchasing practices.Ability to train and mentor junior level & outsourced staff.Ability to create documentation and SOPs for team.Ability to perform ticket analytics and provide daily updates and reports around the ticket analytics to the managementBasic understanding of Audio/Video Conference devices, Printers and other infrastructure supporting devices like Door Security Systems etc.Excellent Communication skills with ability to deal with end-users in various regular & challenging situations." We need to turn into

• items. Likely each sentence separated by period. Let's split: 1. Extremely proficient in Tier I, II & III Troubleshooting of Laptop Hardware/Software & Associated Peripherals, Windows-OS, Microsoft/Generic Applications, and basic knowledge of iOS devices, etc. 2. Office 365 Administration – Exchange, SharePoint, Endpoint & Teams Administration 3. Knowledge of configuring, monitoring, security, and inventory tools in end-user devices. 4. Working knowledge of Microsoft Azure, Intune and basic understanding of AWS and Networking principles. 5. Basic understanding of Windows Server OS and efficiency in Azure, On-Prem Active Directory and Group Policy 6. Proficient in Anti-Virus/EDR management 7. High level knowledge of Ticketing Systems and identifying trends from those systems. Preferably ServiceNow 8. Basic PowerShell scripting to support Active Directory, Office 365 Administration, and other day to day activities. 9. Experienced in purchasing and planning of enterprise-wide Laptop & other Hardware distribution, and proficient with IT purchasing practices. 10. Ability to train and mentor junior level & outsourced staff. 11. Ability to create documentation and SOPs for team. 12. Ability to perform ticket analytics and provide daily updates and reports around the ticket analytics to the management 13. Basic understanding of Audio/Video Conference devices, Printers and other infrastructure supporting devices like Door Security Systems etc. 14. Excellent Communication skills with ability to deal with end-users in various regular & challenging situations. That seems fine. - Requirements: "Education: Bachelor’s degree in computer science required but not mandatory. Work Experience: 5-8 years of hands-on experience in helpdesk, desktop support within a professional environment." Also maybe "Technical Skills (Preferred)" list. That could be Requirements or Qualifications? The heading list includes Requirements, Qualifications, Skills. We need to decide. We have Education and Work Experience as requirements. Then "Technical Skills (Preferred)" list. That could be Skills section. Also "Additional Skills" list later. Thus we can have:

  Requirements

  with

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

  and

  Work Experience: 5-8 years of hands-on experience in helpdesk, desktop support within a professional environment.

  Then

  Skills

  with
  for Technical Skills (Preferred) and Additional Skills combined? Might be better to split into Technical Skills and Additional Skills but we only have Skills heading allowed. Could combine all into one list. Let's extract Technical Skills (Preferred) items: - Expert troubleshooting skills for desktops, laptops, peripherals, and workstation hardware. - Advanced remote support and end-user issue resolution capabilities. - Proficiency with Windows 11 and macOS environments. - Experience with Microsoft 365 administration and troubleshooting. - Hands-on knowledge of ITSM/ITIL practices, preferably ServiceNow. - Support experience for iOS and Android devices. - Understanding of endpoint security, antivirus, and device management. - Solid foundation in Active Directory, user administration, and access management. - Working knowledge of networking fundamentals - Experience troubleshooting printers and print services. - Familiarity with remote support tools such as BeyondTrust (Bomgar). - Ability to act as a technical SME, lead escalations, and drive issue resolution. Additional Skills: - Strong Ticket Analysis and Report generation - Excellent verbal and written communication skills - Strong customer service, communication, and stakeholder management skills. - Ability to work collaboratively and manage multiple priorities We can combine into one
  under Skills. Pay: "The base salary range for this role is $72,000 - $108,000 per year. In addition to your base salary, you will also be eligible for an annual discretionary performance bonus." That's pay info. So we need a Pay section. Benefits: Not mentioned besides bonus. No explicit benefits like health, 401k. So we should not create Benefits section. Schedule: Not specific hours; we have location and timings but not schedule. Could we treat location as Schedule? Probably not. We'll omit Schedule. We also have company description About Trinity. That could be "About the company" but not in allowed headings. Could we put under About the role? Probably not. The instruction: "Use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So only those headings allowed. We should not add other headings like About Trinity. So we need to fold that info maybe into About the role? But About the role already used for role description. Could we add a second paragraph under About the role containing company info? That might be okay but might mix. However the instruction: "Prefer a few substantive sections over many thin ones." So we could have About the role include both role description and company overview. That's acceptable. Thus About the role section will contain two paragraphs: first the role description, second the company overview (About Trinity). Ensure we preserve all substantive information. Now we must not include boilerplate like EEO, inclusion etc. Remove those. Now construct HTML:

  About the role

  Reporting to the Manager, the Senior Service Desk Technician serves as a technical SME and escalation point, providing Tiers I, II, and III support for complex end-user issues. This role partners closely with other scopes of IT and Infrastructure teams on key initiatives, manages IT asset and inventory processes, supports procurement activities, and maintains technical documentation and knowledge bases. Additionally, the role is responsible for ticket analysis and reporting, SLA/OLA monitoring, backlog management, trend identification, and driving continuous service improvements through operational insights and performance metrics.

  Trinity powers the future of life sciences commercialization through the fusion of human and artificial intelligence. By blending deep therapeutic expertise and trusted human ingenuity with a purpose-built technology platform, Trinity accelerates clarity and confidence at every step of the commercialization journey—from pre-launch to scale to loss of exclusivity. For more than 30 years, the world’s leading pharmaceutical, biotech, and medtech companies have relied on Trinity’s foresight, execution, and partnership to deliver confident product launches, decisive market advantage, and measurable patient impact. During that time, Trinity expanded from its first office in Waltham, MA to 1,300 professionals across 14 offices and five continents, setting new industry standards in quality, responsiveness, and client partnership. For more information, visit Trinity at www.trinitylifesciences.com.

  Then location and timings: we could add a short

  after About the role: "Location: US– New York EST." But we need to decide where to put. Could be a separate short paragraph maybe under About the role as well. But we already have two paragraphs; adding third is fine. Thus:

  Location: US– New York EST.

  Now Responsibilities section:

  Responsibilities

  • Extremely proficient in Tier I, II & III Troubleshooting of Laptop Hardware/Software & Associated Peripherals, Windows-OS, Microsoft/Generic Applications, and basic knowledge of iOS devices, etc.
  • Office 365 Administration – Exchange, SharePoint, Endpoint & Teams Administration
  • Knowledge of configuring, monitoring, security, and inventory tools in end-user devices.
  • Working knowledge of Microsoft Azure, Intune and basic understanding of AWS and Networking principles.
  • Basic understanding of Windows Server OS and efficiency in Azure, On-Prem Active Directory and Group Policy
  • Proficient in Anti-Virus/EDR management
  • High level knowledge of Ticketing Systems and identifying trends from those systems. Preferably ServiceNow
  • Basic PowerShell scripting to support Active Directory, Office 365 Administration, and other day to day activities.
  • Experienced in purchasing and planning of enterprise-wide Laptop & other Hardware distribution, and proficient with IT purchasing practices.
  • Ability to train and mentor junior level & outsourced staff.
  • Ability to create documentation and SOPs for team.
  • Ability to perform ticket analytics and provide daily updates and reports around the ticket analytics to the management
  • Basic understanding of Audio/Video Conference devices, Printers and other infrastructure supporting