Provide desktop and end-user support within a predominantly macOS environment.
Deliver a high-touch, white-glove support experience with exceptional customer service and communication.
Troubleshoot and support a mixed technology environment, including: macOS (primary operating system) Google Workspace (primary collaboration platform) Windows and Active Directory (secondary environment) Microsoft 365, including Office, SharePoint, Azure, and virtual desktop infrastructure (limited footprint).
Manage employee onboarding and offboarding activities, including device provisioning, account setup, and access management.
Administer and support macOS devices through enterprise mobile device management (MDM) platforms.
Monitor and manage the IT support queue, ensuring timely resolution of user issues and service requests.
Provide technical support in a highly visible and transparent IT environment where support interactions are shared across the organization.
Partner with internal teams to maintain a secure, productive, and seamless end-user computing experience.

3-5 years of experience in Desktop Support, IT Support, or End User Services roles.
Experience supporting biotechnology, pharmaceutical, life sciences, or other regulated organizations.
Hands-on experience supporting macOS environments; Apple-focused support experience strongly preferred.
Experience administering macOS devices through MDM solutions such as Jamf, Kandji, or similar platforms.
Familiarity with Google Workspace administration.
Exposure to Microsoft 365, Azure Active Directory / Entra ID, and virtual desktop environments.
Strong experience troubleshooting end-user hardware, software, and access-related issues.
Experience working within a ticketing or IT service management platform.
Excellent verbal and written communication skills with a customer-first mindset.
Ability to thrive in a high-visibility, high-accountability support environment.
Strong organizational skills with the ability to manage multiple priorities effectively.

Desktop Support Engineer

Key skills