About Tenpoint Therapeutics

Tenpoint Therapeutics is a global, commercial biotechnology company focused on developing groundbreaking treatments to improve vision in the aging eye. Our pipeline includes paradigm-shifting therapeutics for ophthalmic indications with significant unmet medical need, including presbyopia, cataracts, and geographic atrophy.

Our lead product, YUVEZZI™, is the first and only dual-agent eye drop for the treatment of presbyopia in adults and was approved by the FDA on January 28, 2026. Presbyopia, the gradual loss of near vision that typically begins around age 45, affects about two billion people globally and 128 million people in the U.S. YUVEZZI™ is expected to be broadly commercially available in the U.S. in Q2 2026.

Role Overview 

We’re seeking a Desktop Support Technician team member to serve as the central escalation point for end-user technology needs, ensuring seamless operation of desktop and help desk services across a rapidly growing, global workforce. Beyond resolving complex technical challenges, the individual in this role will take ownership of refining support processes, standardizing best practices, and implementing tools that drive greater efficiency, reliability, and security across the organization. Acting as both a hands-on problem solver and a visible leader, this person will set the tone for customer-first IT support—balancing technical depth with empathy, communication, and a strong service orientation. The successful candidate will thrive in a fast-paced, high-growth biotech environment, where no two days are the same, and where the ability to prioritize, adapt, and deliver exceptional experiences will directly enable Tenpoint’s mission to advance patient care.

Key Responsibilities 

• Lead and provide hands-on support for IT help desk and desktop operations, ensuring timely resolution of incidents and requests.
• Serve as the primary escalation point for complex technical issues across Windows, MacOS, iOS, Microsoft 365, and core business applications.
• Supervise and mentor support staff; set expectations for response, resolution, and customer satisfaction.
• Manage ticketing workflows, ensuring SLAs and response times are consistently achieved.
• Partner with IT leadership to refine policies, procedures, and security best practices.
• Support onboarding/offboarding processes, including account provisioning, hardware configuration, and application access.
• Maintain accurate asset inventory and ensure systems remain compliant with IT standards.
• Coordinate with external vendors and Managed Service Providers as needed to resolve issues and support business continuity.
• Provide clear, proactive communication to end users and stakeholders regarding IT issues and resolutions.

Experience 

Required: 

• 3-5+ years of experience providing both remote and on-site desktop support for a diverse workforce, ideally in an enterprise or biotech environment.
• 1+ years of experience in a supervisory or team lead role preferred.
• Associate’s degree in Information Technology or related discipline (or equivalent experience).
• CompTIA A+ certification or equivalent experience
• Demonstrated expertise supporting:
• • Windows 11, MacOS, and iOS environments
  • Microsoft 365, Entra, Intune, and SharePoint
• Must have a dedicated office to work from.
• Strong troubleshooting skills across hardware, operating systems, and networking connectivity.
• Knowledge of security principles and experience applying best practices in a regulated environment.
• Excellent organizational skills with the ability to prioritize multiple tasks in a dynamic environment.
• Exceptional communication and customer service skills; ability to work calmly and effectively under pressure.

 Preferred: 

• Experience with Okta, Barracuda, and KnowBe4.
• Prior work within biotech, pharma, or other regulated industries.
• Background in vendor management and collaboration with Managed Service Providers.

Physical Requirements & Reasonable Accommodation

This role is primarily a desk-based job requiring the ability to operate a computer and communicate effectively in a remote work environment. The employee may be required to sit for extended periods, engage in video or phone meetings, and use standard office equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role. If you need assistance and/or a reasonable accommodation during the interview process, please let our recruiting team know.    

Equal Opportunity Employer

We are an Equal Opportunity Employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other characteristic protected by applicable local laws, regulations, and ordinances.

Salary and Benefits Information 

We know our people are the driving force behind the success of our mission and vision. That’s why we offer a competitive benefit package to attract the very best talent to our team and to take care of our employees and their families.​​​​​​​ Below is a snapshot of our U.S. benefits package for full-time employees. 

• Generous medical, dental, and vision health insurance plans 

• Flexible spending accounts for health and dependent care 

• Short-term, long-term, and life/AD&D insurance 

• Employee Assistance Program 

• 20 paid vacation days, 12 paid holidays, and 12 sick days 

• 401(k) Retirement Plan with 100% company match up to 4% and immediate vesting 

• Hybrid work options 

• Wellness Resources 

• Stock Options 

For more information, visit www.tenpointherapeutics.com and follow us on LinkedIn, X, and Instagram.