IT Help Desk Support and Operations

Company Description Acuitas360 is a boutique life sciences consulting organization dedicated to optimizing commercial and clinical operations across the product life cycle. With a strong commitment to delivering in-depth analytics and actionable insights, Acuitas360 helps clients achieve efficiency, reliability, and scalability. Our goal is to empower stakeholders in the life sciences industry with robust solutions tailored to their needs. Role Description We are looking for a proactive and savvy IT Help Desk Support and Operations Specialist who will serve as the first point of contact for our client’s IT support needs. The ideal candidate is smart, resourceful, fluent in English, and can troubleshoot and resolve issues efficiently and swiftly. We seek a customer-focused problem solver who is honest, observant, humble, rational, and self-aware. The right candidate will not hesitate to take on tasks of any size and will approach each challenge with enthusiasm and ownership. Qualifications - Serve as the primary contact for IT incidents, service requests, and access issues, providing end‑user support and escalation for critical incidents. - Manage user onboarding and offboarding end to end, including account provisioning, access setup, and device assignment. - Perform password resets and troubleshoot Microsoft 365 and other SaaS applications, handling basic administration tasks as needed. - Maintain a centralized ticket queue, meet SLA targets, and produce monthly service, performance, and asset reports. - Track and manage company IT assets, including laptops, peripherals, and software licenses, ensuring policy compliance. - Deliver advanced support for core SaaS apps and internal IT tools, rapidly diagnosing and resolving complex issues. - Execute updates, patching, and routine maintenance to keep endpoints and applications secure and reliable. - Follow defined escalation paths, engaging higher‑level teams when required and providing clear, complete handoffs. - Collaborate with IT and business stakeholders to identify gaps, pilot improvements, and drive continuous service enhancement. Required Skills & Experience - Resourceful, creative problem solver who thrives in fast‑paced, high‑volume support environments. - 2+ years of relevant experience in IT support or help desk roles. - Strong Microsoft 365 administration skills, including user management and troubleshooting. - Familiarity with SaaS platforms, endpoint management tools, and basic network diagnostics. - At least one relevant certification, such as CompTIA A+, ITIL 4 Foundation, or Microsoft 365 Fundamentals, equivalents are preferable . - Exceptional customer service stays calm, empathetic, and solution‑focused during challenging interactions. - Hands‑on troubleshooting of SaaS applications, including Microsoft 365 apps and Zoom (or similar collaboration tools). - Positive, collaborative mindset with a passion for teamwork, innovation, knowledge sharing, and continuous learning. - Bachelor’s degree in information technology, Computer Science, or related field; equivalent practical experience considered. - Excellent written and spoken English; clear, professional communication. - Strong organizational, analytical, and problem‑solving abilities; able to work effectively under pressure. Why Join Us - Opportunity to work with a global life sciences organization with modern cloud-based infrastructure. - Exposure to enterprise-grade applications, security frameworks, and automation-driven IT operations. - Collaborative work culture with knowledge-sharing and skill development opportunities.