Location and Timings India – Remote EST Hours Responsibilities: Provide friendly, customer‑focused level 2 support with clear communication and thorough follow‑through to confirmed resolution of all support requests. Identify, analyze, and diagnose technical issues while providing customers with timely updates and accurate estimated resolution times. Escalate unresolved support requests to the appropriate technicians in accordance with established procedures and SLAs. Maintain accurate tracking of hardware and software assets using asset‑management tools and adhering to lifecycle and inventory best practices. Monitor Service Desk ticket queues to ensure timely response, proper categorization, and assignment across the IT team. Develop and complete small IT projects; create, update, and maintain process and procedure documentation as needed. Support Microsoft Teams conference rooms, ensuring reliable meeting room functionality and assisting users with audio, video, and room system issues. Apply and support Windows security baselines, BitLocker, and device compliance policies to maintain secure and compliant endpoint configurations. Adhere to SOC 2 compliance requirements, including secure handling of systems, data, and change‑control practices. Collaborate with Desktop Support Specialists, Systems Administrators, and other IT teams to resolve complex or escalated issues. Proactively identify recurring support issues and recommend process, documentation, or system improvements. Requirements: Education: Bachelor’s degree in computer science required but not mandatory. Work Experience: 3-5 years of hands-on experience in service desk, desktop support within a professional environment. Technical Skills (Preferred) Desktop and Laptop hardware; workstation accessories Strong remote troubleshooting skills Windows 11 / Mac OS Antivirus management O365 administration and troubleshooting ITSM/ITIL-based ticketing systems – Preferably ServiceNow iOS & Android device support Basic Network knowledge Printer troubleshooting Active Directory fundamentals and basic administration Basic understanding of Office 365 Administration Remote support tools (e.g., Bomgar) Additional Skills Strong verbal and written communication skills Excellent customer service mindset Ability to work collaboratively and manage multiple priorities The ideal candidate works well independently with minimal supervision, is a strong team player, eager to learn, hard-working, flexible, and able to provide quality support. Trinity powers the future of life sciences commercialization through the fusion of human and artificial intelligence. By blending deep therapeutic expertise and trusted human ingenuity with a purpose-built technology platform, Trinity accelerates clarity and confidence at every step of the commercialization journey—from pre-launch to scale to loss of exclusivity. For more than 30 years, the world’s leading pharmaceutical, biotech, and medtech companies have relied on Trinity’s foresight, execution, and partnership to deliver confident product launches, decisive market advantage, and measurable patient impact. During that time, Trinity expanded from its first office in Waltham, MA to 1,300 professionals across 14 offices and five continents, setting new industry standards in quality, responsiveness, and client partnership. For more information, visit Trinity at www.trinitylifesciences.com. Early Talent Learning & Development Inclusion & Engagement Practice Case Study

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