Desktop Support Specialist

Location: Woodbridge

Department: IT Infrastructure Service Specialist & VIP Support

Reports To:

Site Support Supervisor

Work Location:

bridgewater NJ Job Type: C2C/W2/1099 Position Summary The IT Infrastructure Service Specialist – VIP Support provides advanced, hands-on technology support for business users, VIP users, executive stakeholders, AV services, site operations, and limited laboratory technology support as needed. This role supports end-user computing, mobile devices, peripherals, and related IT infrastructure to help maintain reliable, secure, and compliant operations. The successful candidate will bring strong technical troubleshooting skills, a customer-focused mindset, and experience supporting technology in a pharmaceutical, biotechnology, life sciences, manufacturing, or similarly regulated environment.

This individual will work closely with internal IT teams, business stakeholders, executives, and laboratory personnel to resolve issues, support technology deployments, and minimize operational disruption.

Key Responsibilities End-User and Site Support
• Provide advanced on-site IT support for business users, VIP users, and executive-level staff at assigned company locations.
• Deliver responsive VIP support with professionalism, urgency, discretion, and a strong focus on user experience.
• Install, configure, maintain, and troubleshoot laptops, desktop computers, mobile devices, printers, scanners, monitors, docking stations, and related peripherals.
• Diagnose and resolve hardware, software, operating system, application, network connectivity, and access-related issues.
• Manage incidents and service requests from initial investigation through resolution, providing timely updates to users and stakeholders.
• Escalate complex or high-impact issues to the appropriate infrastructure, security, application, or vendor support teams.
• Support employee onboarding, offboarding, workstation moves, equipment replacements, and hardware refresh activities.
• Support conference rooms, collaboration platforms, audio-visual equipment, and business meetings.
• Maintain a high level of professionalism, responsiveness, and customer satisfaction. VIP, C-Level, and White-Glove Onsite Support
• Provide professional, high-touch onsite support for executive leadership, VIP users, and business-critical meetings.
• Assist C-level and senior leadership with laptops, mobile devices, conference room technology, collaboration tools, access issues, and urgent technical support needs.
• Deliver discreet, timely support with strong attention to communication, confidentiality, professionalism, and user experience.
• Coordinate with internal IT teams to resolve escalated or time-sensitive issues affecting executive users, VIP users, or high-priority business activities. AV Support and Meeting Assistance
• Assist with meeting setup, conference room technology, audio-visual equipment, and collaboration tools to support business meetings and events.
• Provide hands-on support for Teams meetings, room displays, cameras, microphones, speakers, cabling, and related meeting room equipment.
• Troubleshoot AV issues before and during meetings to minimize disruptions and maintain a positive meeting experience.
• Partner with users, Facilities, and internal IT teams to help resolve conference room and AV-related issues. Limited Laboratory Hardware and Technology Support
• Provide limited, as-needed assistance to the Lab Support team for laboratory workstations, computers, monitors, barcode scanners, label printers, and other laboratory-connected hardware.
• Assist with initial troubleshooting of laboratory endpoint devices and peripherals under the direction of the Lab Support team when requested.
• Assist the Lab Support team…