Profectus · 6 hours ago
IT User Support & Desktop Administration
Dallas, TX
Full-time
Hybrid
Senior Level, Lead/Staff
15+ years expProfectus is a global organization supporting business operations across various environments in the U.S. and Canada. They are seeking an IT Support Specialist responsible for delivering Tier 1–3 end-user support services, 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
15+ years of progressive IT support, desktop administration, and end-user computing experience
Proven leadership or service ownership experience in lean or mid-sized IT organizations
Demonstrated ability to move from participation to clear ownership and accountability
Strong hands-on experience with Google Workspace, AWS fundamentals and cloud technologies, AI tools (e.g., Gemini), SSO, MFA, Okta, Endpoint protection and antivirus platforms, Veeam, Nutanix, Nextiva telephony, KACE imaging, Ticketing systems (e.g., EasyVista) and experience supporting users across the U.S. and Canada
Strong customer service and stakeholder communication skills
Excellent documentation and follow-through
Ability to operate independently, prioritize effectively, and escalate appropriately
Familiarity with GxP, CSV, ITIL, and FDA-regulated IT environments
Bachelor's degree required (Information Systems, Computer Science, or Engineering)
Preferred
Master's preferred
Excellent job tenure
Company
Profectus
Profectus offers executive search and business consulting, specializing in finance, accounting, and operations teams.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Gilbert Alba
Senior Managing Partner
Company data provided by crunchbase