What are the responsibilities and job description for the IT Helpdesk Professional position at Meet Life Sciences?
About Meet Life Sciences
We are a leading provider of innovative life sciences solutions, dedicated to helping our clients succeed in their mission to improve human health and well-being.
We are seeking a highly skilled IT Helpdesk Technician to join our team, who will provide premium technical support, particularly for executive-level staff.
This role requires excellent problem-solving skills, a customer-first attitude, and a keen ability to manage and resolve technical issues swiftly and professionally.
In addition to providing exceptional technical support, the successful candidate will also have the opportunity to work closely with our IT team to implement new technologies and improve our overall IT infrastructure.
Key Responsibilities:
- Provide white-glove, concierge-level technical support to executive-level staff and VIP users.
- Troubleshoot and resolve hardware, software, and connectivity issues on macOS and iOS devices.
- Manage and support enterprise applications including Microsoft 365, Teams, Outlook, and SharePoint.
- Ensure timely resolution of technical issues through efficient diagnosis and problem-solving.
- Configure and manage mobile device management (MDM) solutions for macOS and iOS devices using Intune.
- Provide support for video conferencing and collaboration platforms such as Zoom and Logitech Collab OS.
- Utilize NinjaOne for remote monitoring and management of devices.
- Provide training and guidance to executives on the optimal use of technology.
- Document incidents, issues, and solutions using the company's ticketing system.
- Collaborate with other IT team members and vendors to escalate and resolve complex issues.
- Manage hardware inventory and coordinate repairs or replacements as necessary.
- Maintain a high level of professionalism and confidentiality when handling sensitive information.
Qualifications:
- Proven experience as an IT Helpdesk Technician or similar role, with a focus on macOS and iOS support.
- Extensive knowledge of Apple hardware, software, and device management solutions.
- Strong understanding of Microsoft 365 applications and services.
- Experience supporting collaboration tools such as Zoom and Logitech Collab OS.
- Experience with remote management and monitoring tools such as NinjaOne.
- Experience with mobile device management solutions, particularly Intune.
- Familiarity with networking concepts (TCP/IP, DNS, VPNs) and troubleshooting.
- Excellent communication and interpersonal skills, with a customer-service mindset.
- Ability to handle high-pressure situations with professionalism and discretion.
- IT certifications (e.g., Apple Certified Support Professional, Microsoft 365 Certified) are preferred.
Preferred Skills:
- Experience providing direct support to C-level executives or senior management.
- Knowledge of ITIL framework and best practices.
- Familiarity with remote support tools and enterprise ticketing systems (e.g., SolarWinds Helpdesk, Freshservice).
Education:
- Bachelor's degree in Information Technology, Computer Science, or a related field preferred, or equivalent experience.
