IT Service Desk Support Specialist

Job Description

About Us:At Molecular Connections, we believe in Connecting brilliant minds, for building the future of scientific intelligence. Founded more than two decades ago, Molecular Connections is the leading AI-ML led data science organization accelerating digital transformation of Scientific Scholarly Publishing, STEM (science, technology, engineering and medical) and pharmaceutical data science/information/analytics domains, globally.Our marquee customer base is spread across US, UK, Europe and other geographies.Headquartered in Bengaluru, our technology and customer delivery centers are based across various tier 1 and tier 2 cities across south India. We are growing strongly both organically and inorganically with our latest technology-driven acquisitions in Germany and UK..

For more info please visit: https://career.molecularconnections.com/job-openings/

Role: IT Service Desk Support Specialist

We are looking for a proactive and customer-focused IT Service Desk Support Specialist with 13 years of experience to join our team. The ideal candidate will be the first point of contact for our internal users, providing essential technical support while also having foundational knowledge in key IT domains like cloud and security.

Key Responsibilities

Service & Incident Management

- Serve as the first point of contact for all IT-related issues, responding to requests via phone, email, and chat.
- Log, categorize, prioritize, and track all incidents and service requests using our ticketing system (e.g., Jira).
- Provide timely Level 1 and Level 2 technical support, aiming for a high first-call resolution rate.
- Escalate complex issues to specialized IT teams (e.g., Network, System Administration, Development) when necessary and ensure follow-up.

User & System Maintenance

- Manage user accounts, including provisioning, de-provisioning, access control, and password resets in a diverse environment (Microsoft Active Directory, Linux user management).
- Perform routine system health checks and maintenance tasks for hardware and software.
- Assist with the setup and configuration of new employee workstations (desktops, laptops, mobile devices).
- Provide basic support and troubleshooting for corporate applications and peripheral devices.

Technical Knowledge & Exposure

- System Administration/Cloud: Possess a foundational understanding of server environments, including basic troubleshooting related to cloud services like AWS or Azure.
- Cybersecurity: Assist in monitoring security alerts and escalating potential threats. Educate users on security best practices and help manage endpoint protection tools.

Required Qualifications

- 13 years of experience working in an IT Service Desk, Help Desk, or technical support role.
- Proven experience with ticket handling and management using a professional ticketing system (e.g., Jira).
- Hands-on experience with user account management and troubleshooting within Microsoft (Windows OS, Office 365) environments.
- Exposure to or basic working knowledge of Linux operating systems is highly desirable.
- Familiarity with foundational concepts related to Cloud Technologies (AWS or Azure) and/or Cybersecurity monitoring.
- Excellent verbal communication, active listening, and customer service skills.
- Ability to troubleshoot effectively, think critically, and solve technical problems under pressure.
- Relevant certifications (CompTIA A+, ITIL Foundation).

Why Join Molecular Connections

This is a unique opportunity to join a mission-driven company at a pivotal time in its growth. You will be a key part of our vision to build the future of scientific intelligence, with a clear path for professional growth and a chance to make a lasting impact on our organization and a competitive remuneration with other benefits commensurate with candidates experience and track record.