Desktop Support Engineer

Job Description

Role: Desktop Support Engineer (AV and VIP Support)

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Location: Bridgewater NJ

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Contract

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Position Summary

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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.

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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.

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Key Responsibilities

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End-User and Site Support

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• Provide advanced on-site IT support for business users, VIP users, and executive-level staff at assigned company locations.

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• Deliver responsive VIP support with professionalism, urgency, discretion, and a strong focus on user experience.

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• Install, configure, maintain, and troubleshoot laptops, desktop computers, mobile devices, printers, scanners, monitors, docking stations, and related peripherals.

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• Diagnose and resolve hardware, software, operating system, application, network connectivity, and access-related issues.

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• Manage incidents and service requests from initial investigation through resolution, providing timely updates to users and stakeholders.

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• Escalate complex or high-impact issues to the appropriate infrastructure, security, application, or vendor support teams.

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• Support employee onboarding, offboarding, workstation moves, equipment replacements, and hardware refresh activities.

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• Support conference rooms, collaboration platforms, audio-visual equipment, and business meetings.

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• Maintain a high level of professionalism, responsiveness, and customer satisfaction.

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