Desktop Support Specialist

Join to apply for the Desktop Support Specialist role at Brio Health Solutions

Join to apply for the Desktop Support Specialist role at Brio Health Solutions

We are a global team of like-minded Med-Tech professionals focused on patient centric solutions in a collaborative environment leading to excellent outcomes. We have developed an advanced and unique heart failure therapy technology in the BrioVAD Left Ventricular Assist System (LVAS). We are introducing the BrioVAD LVAS to Heart Failure clinicians for use with the large number of indicated and untreated patients who could benefit from chronic mechanical circulatory support.

The initiation of our INNOVATE Trial in the US is only the beginning. We are building a team to develop advanced technology intended to further improve patient outcomes, increase therapy acceptance, and enabling chronic MCS therapy to be accessible to more patients across the globe.

Job Summary

Brio Health Solutions Inc. is seeking a motivated and customer-focused Desktop Support Specialist to join our growing team. This position is based in our Burlington, MA office and will provide technical support to employees in Billerica, as well as to remote team members across various locations.

In this role, you will be responsible for troubleshooting and resolving hardware, software, and connectivity issues to ensure that our Microsoft endpoints and business applications run smoothly. The ideal candidate is a proactive problem-solver with strong communication skills and a collaborative, service-oriented approach.

Responsibilities

• Provide Tier I and Tier II technical support to end-users via phone, email, and in person, ensuring prompt and effective issue resolution.
• Troubleshoot and resolve a wide range of software, hardware, and network-related problems across desktop and laptop environments.
• Set up and maintain audio/visual equipment in conference rooms, including support for video conferencing tools and meeting technologies.
• Assist executives and senior leadership with device setup and meeting preparation to ensure a seamless technology experience.
• Install, configure, and maintain IT equipment, including desktops, laptops, printers, peripherals, and mobile devices.
• Maintain and update asset inventory, ensuring proper tracking of IT equipment and software/hardware license compliance.
• Document and manage incidents and service requests using the helpdesk ticketing system, ensuring accuracy and timely follow-up.
• Provide training, guidance, and technical support to end-users on company-supported hardware, software, and systems.
• Collaborate with the broader IT team on system improvements, infrastructure upgrades, and implementation of best practices.
• Stay informed about emerging technologies and recommend enhancements to improve efficiency, reliability, and user experience.
• Be available for occasional on-call support and travel, as needed, to support other office locations or special projects.

Qualifications

• Minimum of 3 years of hands-on experience providing IT support in a professional environment.
• Strong communication and interpersonal skills, with the ability to deliver clear, user-friendly technical support.
• Proven ability to troubleshoot and resolve issues independently and manage multiple support requests efficiently.
• Experience supporting and troubleshooting Dell or HP laptops in an enterprise environment (minimum 3 years).
• Proficiency with Windows 10/11 operating systems and common productivity and collaboration tools.
• At least 3 years of experience supporting Microsoft 365, including Intune and Autopilot.
• Solid understanding of network protocols, firewalls, and VPN technologies.
• Familiarity with helpdesk ticketing systems and remote support tools (e.g., Service Now, Zendesk, Team Viewer, etc.).
• Relevant IT certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.
• Must be able to work a hybrid schedule based out of our Burlington, MA office.

Seniority level

• Seniority level
  
  Mid-Senior level

Employment type

• Employment type
  
  Full-time

Job function

• Job function
  
  Information Technology
• Industries Medical Equipment Manufacturing

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Paid paternity leave

Disability insurance

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