Senior Desktop Support Specialist at ZYLIDAC BIO LLC – Emeryville, California

• Provide desktop support for Windows, macOS, and mobile devices across multiple office locations.
• Deliver white-glove technical support to executive leadership (CEO, VP, senior staff).
• Troubleshoot complex OS, hardware, software, VPN, email, printer, and connectivity issues.
• Support hybrid and remote users using secure remote access tools.
• Deploy, image, and manage desktops and laptops using endpoint management platforms.
• Administer Microsoft 365 services including Outlook, Teams, SharePoint, and OneDrive.
• Manage Active Directory user accounts, security groups, and access-controlled folders.
• Configure and support multi-factor authentication, VPNs, and mobile device management (iOS & Android).
• Perform routine system patching, validation backups, and server maintenance.
• Configure and support conferencing platforms and room technologies (Zoom, Teams, Zoom Rooms, Slack).
• Manage VoIP and phone systems; lead system upgrades or migrations.
• Support printers, badge systems, and physical security technology (e.g., camera systems).
• Act as escalation point for unresolved desktop support issues.
• Train and onboard new staff.
• Assist IT leadership with operational planning, budgeting, and facilities support.
• Support IT environments in regulated or validated settings (e.g., biotech, lab, or compliance-driven organizations).
• Assist with setup and validation of specialized systems and lab equipment.
• Maintain documentation, SOPs, and knowledge base articles.

EDUCATION & EXPERIENCE:

• Bachelor’s degree in Information Technology, Telecommunications, Computer Science or related field.

QUALIFICATIONS – SKILLS & REQUIREMENTS:

• 8+ years of experience in IT desktop or end-user support roles, including senior or lead responsibilities.
• Strong expertise supporting:
  • Windows (multiple versions) and macOS
  • Microsoft 365 ecosystem
  • Active Directory / Group Security
  • Endpoint deployment and imaging tools
• Experience supporting mobile devices via MDM solutions.
• Solid understanding of networking fundamentals (LAN/WAN, VPN, DNS, DHCP).
• Experience working in multi-site, enterprise IT environments.
• Proven ability to independently resolve complex technical issues.
• Excellent written, verbal, and interpersonal communication skills.
• Prior experience in biotech, pharmaceutical, or regulated/validated environments.
• Experience with ITSM platforms (ServiceNow, BMC, or similar). Advanced technical troubleshooting
• Executive-level user support
• Customer service and professionalism
• Experience supporting lab systems, validation processes, or compliance audits.