Sr. Desktop Support Specialist

Location: Waltham, MA, United States; EST hours; onsite at headquarters

Salary: $72,000–$108,000 per year, plus an annual discretionary performance bonus

Company

hirify.global provides life sciences commercialization services through therapeutic expertise, artificial intelligence, and a technology platform, serving pharmaceutical, biotech, and medtech companies.

What you will do

• Provide Tier I, II, and III troubleshooting and act as a technical subject matter expert and escalation point for complex end-user issues.
• Administer Microsoft 365 services including Exchange, SharePoint, Endpoint, and Teams.
• Configure, monitor, secure, and manage inventory for end-user devices, including endpoint security and antivirus/EDR tools.
• Manage IT assets, inventory, procurement, and enterprise-wide laptop and hardware distribution.
• Analyze tickets, monitor SLA/OLA performance, manage backlogs, identify trends, and provide daily reports to management.
• Create technical documentation and SOPs, maintain knowledge bases, and train or mentor junior and outsourced staff.

Requirements

• 5–8 years of hands-on experience in helpdesk or desktop support within a professional environment.
• Bachelor’s degree in computer science is stated as required but not mandatory.
• Expert troubleshooting of desktops, laptops, peripherals, workstation hardware, Windows OS, Microsoft applications, and associated devices.
• Advanced remote support and end-user issue resolution capabilities.
• Proficiency with Windows 11 and macOS, plus support experience for iOS and Android devices.
• Experience with Microsoft 365 administration and troubleshooting, including Exchange, SharePoint, Endpoint, and Teams.
• Working knowledge of Azure, Intune, Active Directory, Group Policy, user administration, access management, networking fundamentals, and basic Windows Server administration.
• Understanding of endpoint security, antivirus/EDR, device management, printers, print services, audio/video conferencing devices, and other supporting infrastructure.
• High-level knowledge of ticketing systems and ticket analytics; experience with ITSM/ITIL practices and preferably ServiceNow.
• Basic PowerShell scripting for Active Directory, Microsoft 365 administration, and daily support activities.
• Experience with IT purchasing practices and planning hardware distribution.
• Strong ticket analysis, report generation, verbal and written communication, customer service, stakeholder management, collaboration, and prioritization skills.
• Ability to act as a technical SME, lead escalations, drive issue resolution, create documentation and SOPs, and mentor junior or outsourced staff.

Culture & Benefits

• Full-time employment at hirify.global.
• Eligibility for an annual discretionary performance bonus.
• Inclusion and Engagement principles focused on connection, collaboration, shared purpose, respect, and belonging.
• Equal-opportunity workplace with a stated commitment to preventing discrimination and harassment.