Desktop & Endpoint Support Lead

User and Endpoint Support

Provide deskside support for laboratory, manufacturing, and business users.

Support desktops, laptops, MLL workstations, and approved site-standard endpoint devices.

Perform incident resolution, service request fulfillment, endpoint configuration, user assistance, device setup, and operational support.

Support moves, adds, changes, and device refresh activities.

Troubleshoot and support approved peripherals including:

Printers / Label Printers

RF Devices / Barcode scanners

Laboratory and manufacturing peripherals

Incident, Request and Operational Support

Perform diagnosis, troubleshooting, escalation, resolution, and closure of incidents using approved ITSM tools and processes.

Support restoration of business-critical services through established escalation procedures.

Coordinate with application owners, infrastructure teams, and resolver groups to resolve complex issues.

Maintain accurate ticket documentation and timely communication with stakeholders.

Infrastructure Coordination and Connectivity Support