Desktop Support Specialist

We're committed to bringing passion and customer focus to the business.

We are seeking a full‑time Desktop Support Specialist with strong troubleshooting skills, exceptional attention to detail, and a customer‑focused mindset to join Trinity’s IT team. Primary responsibilities include supporting hardware, software, applications, mobile devices, and Microsoft Teams conference rooms, as well as completing additional tasks assigned. Core activities involve installing, diagnosing, repairing, maintaining, and upgrading computer hardware, software, and peripheral equipment to ensure optimal workstation performance.

This role will provide timely and accurate end‑user support both in person and remotely, adhering to established SLAs, documented protocols, and standard operating procedures. The Desktop Support Specialist will collaborate closely with the Help Desk Manager, fellow Desktop Support Specialists, and System Administrators to resolve more complex or escalated technical issues.

The ideal candidate is a collaborative team player who is eager to learn, hardworking, adaptable, and committed to delivering high‑quality support in a fast‑paced, service‑oriented environment.

This position is based out of Trinity’s New York, NY location.

• Provide friendly, customer‑focused level 2 support with clear communication and thorough follow‑through to confirmed resolution of all support requests.
• Identify, analyze, and diagnose technical issues while providing customers with timely updates and accurate estimated resolution times.
• Escalate unresolved support requests to the appropriate technicians in accordance with established procedures and SLAs.
• Maintain accurate tracking of hardware and software assets using asset‑management tools and adhering to lifecycle and inventory best practices.
• Monitor Service Desk ticket queues to ensure timely response, proper categorization, and assignment across the IT team.
• Develop and complete small IT projects; create, update, and maintain process and procedure documentation as needed.
• Support Microsoft Teams conference rooms, ensuring reliable meeting room functionality and assisting users with audio, video, and room system issues.
• Apply and support Windows security baselines, Bit Locker, and device compliance policies to maintain secure and compliant endpoint configurations.
• Adhere to SOC 2 compliance requirements, including secure handling of systems, data, and change‑control practices.
• Collaborate with Desktop Support Specialists, Systems Administrators, and other IT teams to resolve complex or escalated issues.
• Proactively identify recurring support issues and recommend process, documentation, or system improvements.

• Education:
  
  Bachelor’s degree in Computer Science required.
• Work Experience:
  
  3‑5 years of hands‑on experience in helpdesk, desktop support or call center support within a professional environment.

• Desktop and laptop hardware; workstation accessories
• Strong remote troubleshooting skills
• Windows 11
• Antivirus management
• O365 administration and troubleshooting
• ITSM/ITIL‑based ticketing systems
• iOS & Android device support
• Basic network knowledge
• Printer troubleshooting
• Active Directory fundamentals and basic administration
• Remote support tools (e.g., Bomgar, Team Viewer)

• Strong verbal and written communication skills
• Excellent customer service mindset
• Ability to work collaboratively and manage multiple priorities

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…