IT Service Desk Technician — Frontline Tech Support

Slipstream Life Sciences; San Diego (CA); On-site; USD 50,000 - 55,000; Full time

Benefits offered by this job

401k match

Health benefits

Life insurance

Discretionary PTO

Job summary

Slipstream Life Sciences is hiring an IT Service Desk (L1) agent in San Diego to be the first point of contact for employees seeking technical help. You will triage, resolve, and elevate incidents in ServiceNow, focusing on customer service, documentation quality, and meeting SLAs.

Responsibilities include monitoring queues, initial triage, AD tasks, supporting Windows/macOS, M365, VPN/MFA, printers, devices, and thorough note-taking.

Qualifications

• 1–2 years in a service desk or customer-facing tech support role (internships count).
• Hands-on with ServiceNow (or similar ITSM), Active Directory, Microsoft 365, and Intune/JAMF basics.
• Windows/macOS, M365/O365 apps, MFA/VPN, SSO basics, printers/peripherals.
• Excellent verbal/written communication and documentation skills.
• Comfort with ticket triage, prioritization, SLAs/OLAs, and detailed notes.

Responsibilities

• Monitor ServiceNow queues; acknowledge new incidents/requests within SLA.
• Pick up tickets from chat/phone/email/portal; perform initial triage and troubleshooting.
• Handle AD account tasks (create/modify/disable, group membership, unlocks, password resets).
• Support Windows/macOS, M365 (Outlook/Teams/OneDrive), VPN/MFA, printers, and peripherals.
• Enroll devices via Intune or Jamf; resolve basic compliance/profile issues.
• Document steps to reproduce, resolution notes, and user communications in ServiceNow.
• Escalate to L2/L3 with complete context and testing notes; follow through until closure.
• Contribute or update knowledge articles for recurring issues and 'how-to' guides.
• Application support specifically 101 understanding of Veeva and support the client's Veeva access/administration requests.
• Serve as initial contact and accurately log/categorize/priority tickets in ServiceNow.
• Perform AD user lifecycle tasks and M365 basic administration (mailbox, aliases, Teams/OneDrive issues).
• Troubleshoot endpoints (Windows/macOS) and standard software packages.
• Support remote access (VPN clients, MFA/SSO), Wi-Fi connectivity, and simple network printer issues.
• Assist with device imaging, re-provisioning, break/fix, and asset handling/tags.
• Deliver empathetic, clear communications; manage expectations and de-escalate when needed.
• Work within ITIL processes (Incident, Request, Problem basics) and comply with security policies.
• Participate in shift coverage, occasional after-hours, or weekend support as required.

Skills

ServiceNow

Active Directory

Microsoft 365

Intune/JAMF basics

Windows/macOS support

Documentation & reporting

Customer communication

Tools

ServiceNow

Active Directory

Microsoft 365

Intune

JAMF

Windows/macOS administration

MFA/VPN/SSO

Job description

Slipstream Life Sciences is hiring an IT Service Desk (L1) agent in San Diego to be the first point of contact for employees seeking technical help. You will triage, resolve, and elevate incidents in ServiceNow, focusing on customer service, documentation quality, and meeting SLAs.

Responsibilities include monitoring queues, initial triage, AD tasks, supporting Windows/macOS, M365, VPN/MFA, printers, devices, and thorough note-taking.