Onsite Deskside Support - South San Francisco, California

Slipstream IT; South San Francisco (CA); Presencial; USD 30.000 - 47.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Life insurance

Discretionary PTO

Descripción de la vacante

Slipstream Life Sciences in South San Francisco is seeking an experienced on-site IT support specialist to deliver responsive, white-glove service to executives and staff. You will set up, configure, and maintain end-user devices, support M365 apps, and manage meeting-room tech.

Join a proven team focused on pharma/biotech clients, work with Zoom Rooms, security procedures, ITIL processes, and ticketing systems, and help improve incident response and infrastructure maintenance.

Formación

• Previous experience in desktop support or deskside support.
• Experience providing on-site technical assistance and professional, customer-focused support to VIPs or executive users.
• Working knowledge of Microsoft 365 applications and desktop hardware troubleshooting.
• Experience with Zoom Rooms and conference room audio/video technology.
• Basic knowledge of Active Directory, password management tools, and user account administration.
• Basic experience supporting macOS devices.
• Understanding of ITIL concepts, ticketing systems, incident management, and escalation procedures.
• Familiarity with patch management, infrastructure monitoring, and root cause analysis.
• Strong analytical, organizational, and problem-solving skills, with the ability to prioritize competing requests and determine when escalation is appropriate.
• Excellent verbal and written communication skills, including the ability to explain technical issues to non-technical users and manage expectations effectively.
• Life insurance/LTD
• Discretionary PTO

Responsabilidades

• Provide on-site IT support, delivering responsive, white-glove service to executives, VIPs, and other end users.
• Set up, configure, maintain, and support desktop computers, peripherals, and end-user devices.
• Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, and PowerPoint.
• Maintain meeting and conference room technology, including Zoom Rooms, audio/video equipment, displays, and connectivity.
• Resolve password resets, account lockouts, and user access issues in accordance with established security procedures.
• Investigate technical incidents, identify root causes, implement appropriate solutions, and escalation complex issues when necessary.
• Document incidents, troubleshooting steps, resolutions, and follow-up actions accurately and promptly in the ticketing system.
• Perform proactive maintenance and infrastructure support activities, including patch deployment, alert remediation, and backup remediation.
• Communicate incident status, next steps, and expected resolution timelines to stakeholders.
• Maintain technical documentation and review recurring incidents to identify opportunities for improved efficiency and service delivery.
• Adhere to IT service management processes, client policies, security standards, and business ethics requirements.

Conocimientos

Desktop support

VIP/executive support

Microsoft 365 knowledge

Zoom Rooms

AD/Password management

macOS support

ITIL concepts

Incident management

Patch management

Communication skills

Herramientas

Active Directory

Ticketing system

Patch management tools

Descripción del empleo

At Slipstream Life Sciences we work to streamline IT Support and provide managed solutions with a strategic consulting and global leadership management approach. Our solutions are designed exclusively for emerging pharma and biotech organizations.

Slipstream's industry-leading solutions free clients from the demands of internal IT and allow them to rapidly advance their mission. Led by a leadership team that has been together for over 10 years, you will join a proven team, culture, and strategy to drive innovation within the IT outsourcing industry while developing your skillset with the opportunities for internal growth.

Responsibilities

• Provide on-site IT support, delivering responsive, white-glove service to executives, VIPs, and other end users.
• Set up, configure, maintain, and support desktop computers, peripherals, and end-user devices.
• Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, and PowerPoint.
• Maintain meeting and conference room technology, including Zoom Rooms, audio/video equipment, displays, and connectivity.
• Resolve password resets, account lockouts, and user access issues in accordance with established security procedures.
• Investigate technical incidents, identify root causes, implement appropriate solutions, and escalation complex issues when necessary.
• Document incidents, troubleshooting steps, resolutions, and follow-up actions accurately and promptly in the ticketing system.
• Perform proactive maintenance and infrastructure support activities, including patch deployment, alert remediation, and backup remediation.
• Communicate incident status, next steps, and expected resolution timelines to stakeholders.
• Maintain technical documentation and review recurring incidents to identify opportunities for improved efficiency and service delivery.
• Adhere to IT service management processes, client policies, security standards, and business ethics requirements.

Qualifications and Requirements

• Previous experience in desktop support, deskside support, or a similar IT support role.
• Experience providing on-site technical assistance and professional, customer-focused support to VIPs or executive users.
• Working knowledge of Microsoft 365 applications and desktop hardware troubleshooting.
• Experience with Zoom Rooms and conference room audio/video technology.
• Basic knowledge of Active Directory, password management tools, and user account administration.
• Basic experience supporting macOS devices.
• Understanding of ITIL concepts, ticketing systems, incident management, and escalation procedures.
• Familiarity with patch management, infrastructure monitoring, and root cause analysis.
• Strong analytical, organizational, and problem-solving skills, with the ability to prioritize competing requests and determine when escalation is appropriate.
• Excellent verbal and written communication skills, including the ability to explain technical issues to non-technical users and manage expectations effectively.
• Life insurance/LTD
• Discretionary PTO

Slipstream LS is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation or identity, national origin, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Slipstream LS makes hiring decisions based solely on qualifications, merit, and business needs at the time.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.