Desktop Support Specialist

Job Description

Job Description

Department: IT Infrastructure Service Specialist & VIP Support 
Reports To: Site Support Supervisor
Work Location: bridgewater NJ
Job Type: C2C/W2/1099
Position Summary
The IT Infrastructure Service Specialist – VIP Support provides advanced, hands-on 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.