Profectus · 15 hours ago
IT End User Support & Desktop Administration
Dallas, TX
Full-time
Hybrid
Senior LevelProfectus is a global organization supporting business operations across various environments throughout the U.S. and Canada. The IT Support Specialist role is a senior, hands-on position responsible for delivering Tier 1–3 end-user support services while leading support operations and ensuring system reliability and user satisfaction.
AdviceBusiness DevelopmentConsultingHuman Resources
Responsibilities
Lead and mentor IT Support Specialists providing Tier 1–2 and limited Tier 3 support
Own end-user computing services end-to-end, including performance, stability, and user satisfaction
Define and enforce support standards, SOPs, escalation paths, and documentation quality
Drive SLA performance, issue reduction, and operational maturity
Act as the primary escalation point for high-impact user-facing incidents
Provide Tier 2–3 support for: Desktops, laptops, tablets, mobile devices, printers, scanners, warehouse devices, and conference room technology
Configure and support: Android and iOS devices
MFA, SSO, VPN access, and device security compliance
Troubleshoot: Windows OS issues, performance, printing, Wi-Fi, VPN connectivity, and application failures
Support Google Workspace (Gmail, Drive, Docs, Sheets, Groups – limited admin functions)
Maintain endpoint protection, antivirus, and device compliance standards
Support remote Sales and Field teams across the U.S. and Canada
Partner with global IT teams supporting: Network infrastructure
Security controls
Identity and access management (Okta)
Support Veeam backup and restore requests and basic Nutanix interactions
Collaborate with QA, R&D, Manufacturing, and Supply Chain teams in regulated (GxP) environments
Assist with IT procurement, hardware requests, and lifecycle management
Apply working knowledge of: Google Workspace
AWS fundamentals and cloud platforms
AI tools (e.g., Gemini) for troubleshooting, documentation, and workflow efficiency
Image and deploy systems using KACE
Recommend and implement small automation and efficiency improvements using AI-assisted workflows
Ensure support processes align with: GxP
CSV
ITIL
FDA expectations
Use EasyVista for ticketing, asset management, and documentation
Maintain accurate records for users, devices, and software assets
Support audit readiness and traceability of regulated IT activities
Identify recurring issues and lead root-cause analysis and corrective actions
Enhance SOPs, user guides, FAQs, and self-service resources
Drive hardware lifecycle management and standardization initiatives
Day-to-day end-user support (Tier 1–2, some Tier 3)
Incident response and break/fix resolution
Service Desk operations and SLA adherence
User communication and expectation management
Documentation and knowledge base development
Increasing ownership over defined services
Qualification
Required
Demonstrated ownership, measurable results, and the ability to operate independently in a regulated, business-critical environment
Lead and mentor IT Support Specialists providing Tier 1–2 and limited Tier 3 support
Own end-user computing services end-to-end, including performance, stability, and user satisfaction
Define and enforce support standards, SOPs, escalation paths, and documentation quality
Drive SLA performance, issue reduction, and operational maturity
Act as the primary escalation point for high-impact user-facing incidents
Provide Tier 2–3 support for desktops, laptops, tablets, mobile devices, printers, scanners, warehouse devices, and conference room technology
Configure and support Android and iOS devices
MFA, SSO, VPN access, and device security compliance
Troubleshoot Windows OS issues, performance, printing, Wi-Fi, VPN connectivity, and application failures
Support Google Workspace (Gmail, Drive, Docs, Sheets, Groups – limited admin functions)
Maintain endpoint protection, antivirus, and device compliance standards
Support remote Sales and Field teams across the U.S. and Canada
Partner with global IT teams supporting network infrastructure, security controls, and identity and access management (Okta)
Support Veeam backup and restore requests and basic Nutanix interactions
Collaborate with QA, R&D, Manufacturing, and Supply Chain teams in regulated (GxP) environments
Assist with IT procurement, hardware requests, and lifecycle management
Apply working knowledge of Google Workspace, AWS fundamentals and cloud platforms, and AI tools (e.g., Gemini) for troubleshooting, documentation, and workflow efficiency
Image and deploy systems using KACE
Recommend and implement small automation and efficiency improvements using AI-assisted workflows
Ensure support processes align with GxP, CSV, ITIL, and FDA expectations
Use EasyVista for ticketing, asset management, and documentation
Maintain accurate records for users, devices, and software assets
Support audit readiness and traceability of regulated IT activities
Identify recurring issues and lead root-cause analysis and corrective actions
Enhance SOPs, user guides, FAQs, and self-service resources
Drive hardware lifecycle management and standardization initiatives
Day-to-day end-user support (Tier 1–2, some Tier 3)
Incident response and break/fix resolution
Service Desk operations and SLA adherence
User communication and expectation management
Documentation and knowledge base development
Increasing ownership over defined services
Company
Profectus
Profectus offers executive search and business consulting, specializing in finance, accounting, and operations teams.
Founded in 2018
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Gilbert Alba
Senior Managing Partner
Company data provided by crunchbase