Help Desk Coordinator

Overview
LabConnect improves lives by partnering with pharmaceutical and biotech companies, and clinical research organizations (CROs) to accelerate the development of new medicines around the world.
We are an independent, global, one-stop-shop focused on delivering Central Laboratory Services that are tailor-made, timely and flexible to meet the evolving study demands of traditional to increasingly complex trials. Additionally, we provide Functional Service Provider (FSP) Solutions, supporting our clients with scientific and technical expertise, acting as an extension of their team, coordinating all laboratory related needs, advising on strategies for lab data collection and providing end-to-end analytical and logistical solutions.
Job Summary
The Help Desk Coordinator brings a “Make IT Personal” approach to technical support supporting both Mac and Dell/Windows users while serving as the organization’s resident Mac subject-matter expert. In this individual-contributor role, the coordinator is a primary resource for enterprise end-user support across macOS and Windows, including Apple and Dell hardware, device deployment, application compatibility, identity and access, encryption, connectivity, and endpoint management. The role combines cross-platform support skills and deep Apple expertise with responsive, approachable service that helps employees use their technology confidently and productively.
Operating independently within established procedures and priorities, this role owns assigned issues from initial contact through resolution, identifies recurring technical problems across the environment, and recommends improvements to the employee technology experience. The Help Desk Coordinator partners with other IT resources when escalation is required, supports onboarding and offboarding, maintains support resources for both Apple and Windows environments, and provides day-to-day Windows support alongside Mac.
Essential Duties And Responsibilities
Serve as an approachable, visible point of contact for employees across the company, building trusted relationships and providing patient, responsive, and customer-focused technical support through approved channels.
Serve as the resident subject-matter expert for Mac support while providing day-to-day support for Dell/Windows devices, diagnosing and resolving complex issues involving macOS, Windows, Apple and Dell hardware and peripherals, enterprise applications, software updates, user profiles, permissions, authentication, certificates, networking, performance, and endpoint security.
Administer and support the enterprise device lifecycle across Mac and Dell/Windows hardware, serving as the subject-matter expert for Mac, through mobile device management, Apple Business Manager, automated enrollment, configuration profiles, application deployment, macOS updates, inventory and compliance reporting, FileVault encryption and recovery, single sign-on, directory integrations, and endpoint-security tools.
Assess incoming requests for urgency, impact, completeness, and appropriate ownership using established guidelines.
Monitor incoming help desk tickets, coordinate daily ticket activity, and route requests to the appropriate IT resource or team.
Independently manage assigned tickets and priorities from intake through resolution, exercising sound judgment and escalating complex, unusual, security-related, unresolved, or competing priorities to the appropriate IT resource or leadership.
Accurately document issue details, troubleshooting steps, resolutions, and follow-up actions in the ticketing system.
Proactively follow up with employees, explain resolutions in clear and accessible language, confirm that their needs are fully addressed, and communicate service interruptions or additional actions as appropriate.
Meet established response-time, documentation, and service-quality standards.
Support employee onboarding and offboarding by coordinating assigned account, application, device, equipment, and access activities in accordance with established procedures.
Own the preparation, configuration, enrollment, deployment, replacement, retrieval, secure wipe, and inventory tracking of company Mac and Dell/Windows hardware and related equipment, throughout the device lifecycle.
Confirm that assigned onboarding and offboarding tasks are completed or appropriately escalated and maintain accurate equipment records.
Create and maintain internal help desk procedures, troubleshooting guides, knowledge-base articles, and employee-facing self-service resources; provide practical guidance or training that helps employees use technology more effectively.
Analyze ticket themes and document recurring technical or service issues, common resolutions, service interruptions, and emerging support needs.
Share observations and improvement recommendations with IT leadership.
Support the implementation, testing, communication, documentation, and training associated with approved changes to help desk processes, tools, and workflows.
Stay informed about organizational, technology, and process changes that may affect help desk support.
Education And Experience
Associate’s degree in Information Technology, Computer Science, Information Systems, or a related field preferred.
Three or more years of enterprise technical support, service desk, endpoint support, or related experience.
Two or more years of hands-on experience supporting macOS devices in an enterprise environment, including troubleshooting, deployment, configuration, security, and lifecycle management.
Experience troubleshooting hardware, software, applications, access, and connectivity issues.
Experience working with a ticketing or service-management system.
Experience supporting device provisioning and employee onboarding or offboarding activities.
Experience with enterprise MDM platforms, Apple Business Manager, automated device enrollment, macOS application deployment and patching, FileVault recovery-key management, Apple silicon, single sign-on, directory integrations, and endpoint-security tools preferred.
Hands-on experience supporting Windows devices, including Dell hardware, required; substantial enterprise Mac experience strongly preferred, as this role serves as the resident Mac subject-matter expert.
Experience creating or maintaining knowledge base articles, troubleshooting guides, or self-service documentation preferred.
Experience supporting or improving ticketing workflows and onboarding processes preferred.
Skills And Ability
Ability to communicate technical information in clear, accessible language.
Ability to listen carefully, ask thoughtful questions, and adapt approach to the employee’s level of technical knowledge.
Working knowledge of enterprise endpoint support across macOS and Windows, including macOS administration, Apple and Dell hardware diagnostics, MDM enrollment and configuration, software deployment, FileVault, identity integration, security compliance, and Mac device lifecycle practices.
Strong organizational skills and the ability to manage multiple requests in a fast-paced environment.
Strong written and verbal communication skills.
A demonstrated interest in engaging with employees across the organization and creating a personal, positive, and confidence-building IT support experience.
Ability to work effectively as a self-directed individual contributor, own work through completion, exercise sound judgment, and recognize when escalation or leadership guidance is needed.
Ability to document technical information and troubleshooting steps accurately.
Ability to build productive relationships and engage comfortably with employees, IT colleagues, leaders, and organizational teams at all levels.
Familiarity with basic networking concepts, including VPN, Wi-Fi, TCP/IP, and directory services preferred.
ITIL, CompTIA A+, or HDI certification preferred; Apple device support or Apple deployment and management certification is also beneficial.
Supervisory Responsibilities: None
Physical Demands:
While performing the duties of this job, the occupant is regularly required to:
Prolonged periods of sitting at a desk and working on a computer.
Prolonged use of computer and headphones for conference calls.
Communicate effectively via phone, video, and email.
Use hands and fingers to operate a computer and other office equipment.
Travel Requirements: Minimal
One Global Team
At LabConnect, we are proud to be one global team: united by our shared mission to advance clinical trials through innovation, agility, and collaboration. We believe that our people are our greatest asset, and we are committed to fostering a workplace that reflects our core values: People First, Quality Focused, Customer Centered, Technology Driven, and Accountability Always.
LabConnect is an Equal Opportunity Employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), creed, national origin, age, disability, genetic information, veteran status, or any other legally protected status. We are committed to cultivating a workplace that is safe, equitable, and respectful for all. Together, as one g

Work arrangement
Yes