Desktop Support Engineer

We are seeking a highly motivated and experienced Desktop Support Engineer to join our growing IT team. In this role, you will be responsible for providing technical support to end-users, ensuring the smooth operation, security, and manageability of desktop systems, mobile devices, productivity platforms, and related peripherals. The ideal candidate will have hands-on experience supporting Microsoft 365 services and administration, including Office 365 admin centers, SharePoint administration, Intune endpoint management, and device management platforms such as Apple Business Manager and Jamf. Experience in an FDA-regulated environment is highly desirable. 

This role is based in our Lexington, MA office and requires employees to be onsite five days per week.

Responsibilities (including, but not limited to):

End-User Support: 

• Provide first-level technical support to end-users via phone, email, and in-person.
• Diagnose and resolve hardware and software issues for desktops, laptops, printers, and other peripherals.  
• Assist with onboarding, offboarding, and employee lifecycle technology processes.
• Escalate complex issues to appropriate internal teams or third-party support providers as needed.
• Identify opportunities for process improvement, automation, and enhanced user experience.
• Support Microsoft 365 administration activities across Office 365 admin centers, including user support, license assignment coordination, service health awareness, and escalation of platform-related issues.

Software Installation and Configuration: 

• Install and configure operating systems, applications, and other software.
• Manage software licenses, application updates, and user access coordination through Microsoft 365, Intune, Jamf, and other approved enterprise platforms.
• Ensure software compliance with company policies and regulatory requirements. 

 Hardware Maintenance and Repair: 

• Perform basic hardware maintenance and repairs, including replacing components like hard drives, RAM, and video cards.
• Coordinate with vendors for warranty repairs and replacements. 

Documentation and Asset Management: 

• Maintain accurate records of hardware and software inventory.
• Create and maintain end-user documentation, knowledge base articles, and self-service resources.
• Assist with the procurement and deployment of new hardware and software. 

Compliance within a Regulated Environment: 

• Adhere to all relevant company policies and procedures, especially those related to data security and compliance within an FDA-regulated environment (e.g., 21 CFR Part 11).
• Assist in audits related to desktop systems and user access. 

Standout Skills for Impact:

• Excellent customer service and communication skills. 
• Strong problem-solving and troubleshooting skills.
• Ability to work independently and as part of a team. 
• Ability to prioritize and manage multiple tasks effectively.    
• Ability to lift and move computer equipment and boxes of supplies weighing up to 30lbs as needed.

Qualifications and Experience:

• Associate's degree in Computer Science, Information Systems, or a related field, or equivalent experience. Bachelor's degree preferred. 
• 3+ years of experience as a Desktop Support Engineer. 
• Experience working in a regulated environment, preferably within the pharmaceutical, biotech, or medical device industry with familiarity with FDA 21 CFR Part 11 and other relevant regulations. 
• Strong knowledge of Windows operating systems (Windows 10/11, Mac OS is a plus).
• Proficiency in installing and troubleshooting software applications. 
• Familiarity with Microsoft Entra ID/Azure AD, Office 365 admin centers, Microsoft 365 admin center, Exchange admin center, Teams admin center, SharePoint admin center, Intune, Windows Autopilot, O365 applications, Okta, Jamf, Apple Business Manager, and Zoom Workplace.
• Experience with Microsoft SharePoint Online administration, including site management, document libraries, permissions, access troubleshooting, sharing controls, and end-user support.
• Experience supporting device lifecycle management across Windows, macOS, and iOS/iPadOS using Intune, Apple Business Manager, Jamf, and related endpoint management tools.
• Experience with ticketing systems (FreshService). 
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).