IT Service Desk Support Specialist

About Us:

For more info please visit: https://career.molecularconnections.com/job-openings/

Role:IT Service Desk Support Specialist

IT Service Desk Support Specialist

Key Responsibilities

Service & Incident Management

• Serve as the

  first point of contact

  for all IT-related issues, responding to requests via phone, email, and chat.
• Log, categorize, prioritize, and track all incidents and service requests using our ticketing system (e.g.,

  Jira

  ).
• Provide timely Level 1 and Level 2 technical support, aiming for a high first-call resolution rate.
• Escalate complex issues to specialized IT teams (e.g., Network, System Administration, Development) when necessary and ensure follow-up.

User & System Maintenance

• Manage user accounts, including provisioning, de-provisioning, access control, and password resets in a diverse environment (

  Microsoft

  Active Directory,

  Linux

  user management).
• Perform routine system health checks and maintenance tasks for hardware and software.
• Assist with the setup and configuration of new employee workstations (desktops, laptops, mobile devices).
• Provide basic support and troubleshooting for corporate applications and peripheral devices.

Technical Knowledge & Exposure

• System Administration/Cloud:

  Possess a foundational understanding of server environments, including basic troubleshooting related to cloud services like

  AWS

  or

  Azure

  .

• Cybersecurity:

  Assist in monitoring security alerts and escalating potential threats. Educate users on security best practices and help manage endpoint protection tools.

Required Qualifications

• 1–3 years of experience

  working in an IT Service Desk, Help Desk, or technical support role.
• Proven experience with

  ticket handling and management

  using a professional ticketing system (e.g.,

  Jira

  ).
• Hands-on experience with

  user account management

  and troubleshooting within

  Microsoft

  (Windows OS, Office 365) environments.
• Exposure to or basic working knowledge of

  Linux

  operating systems is highly desirable.
• Familiarity with foundational concepts related to

  Cloud Technologies (AWS or Azure)

  and/or

  Cybersecurity monitoring

  .
• Excellent verbal communication, active listening, and customer service skills.
• Ability to troubleshoot effectively, think critically, and solve technical problems under pressure.
• Relevant certifications (CompTIA A+, ITIL Foundation).

Why Join Molecular Connections?

This is a unique opportunity to join a mission-driven company at a pivotal time in its growth. You will be a key part of our vision to "build the future of scientific intelligence," with a clear path for professional growth and a chance to make a lasting impact on our organization and a competitive remuneration with other benefits commensurate with candidates’ experience and track record.