Service Desk Analyst

Slipstream Life Sciences; Pennsylvania; On-site; USD 41,000 - 50,000; Full time

Job summary

Slipstream LS in Pennsylvania is seeking an experienced IT Help Desk Specialist to provide white-glove End User Service Desk support across phone, email, and chat. You will manage incidents via ServiceNow, Freshservice or Zendesk and troubleshoot Windows, AD, and Mac environments.

The role requires 2-3 years in MSP or call center IT support, CompTIA A+, and strong customer service. Salary is $45,000 with opportunities for growth in a fast-paced, global IT outsourcing setting.

Qualifications

• CompTIA A+ certification required.
• Experience with Microsoft 365, Windows 10 and Active Directory.
• 1+ year Mac OS experience.
• Experience with the ServiceNow ticketing system.
• Experience with Freshservice and Zendesk ticketing systems is a plus.
• Experience with remote access tools like LogMeIn, TeamViewer, Take Control.
• 2-3 years in a technical support role in MSP or call center.
• Technical proficiency with Windows, Office, iOS, devices, MDM, VPN, and WiFi.
• Knowledge of AD, Azure, O365, MFA, SSO, networking and server concepts.
• Ability to multi-task and work in a fast-paced environment.
• Strong verbal and written communication skills.

Responsibilities

• Provide white-glove End User Service Desk Support via phone, email, and chat.
• Manage incidents and requests within ServiceNow, Freshservice or Zendesk ticketing systems.
• Perform daily ticket follow-ups with end users.
• Resolve username and password problems.
• Uninstall/reinstall of approved software on devices.
• Provide MFA, SSO and VPN support.
• Perform software and application support.
• Provide remote hardware support for laptops, tablets, mobiles, monitors, docking stations, printers and accessories.
• Provide support for general “how-to” inquiries.

Skills

CompTIA A+ certification

Microsoft 365

Windows 10

Active Directory

Mac OS

ServiceNow

Freshservice

Zendesk

LogMeIn

TeamViewer

Take Control

Education

College/Tech degree

Tools

LogMeIn

TeamViewer

Take Control

Job description

Introduction

At Slipstream LS 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 white-glove, End User Service Desk Support via phone, email, and chat.
• Manage incidents and requests within the ServiceNow, Freshservice or Zendesk ticketing systems
• Perform and document daily ticket follow-ups with end users within respective ticketing system
• Resolve username and password problems.
• Perform uninstall/reinstall of approved software applications to devices.
• Provide Multifactor Authentication, Single Sign-On and VPN Support.
• Perform software and application support.
• Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers and accessories.
• Provides support for general “how-to” inquiries.

Required Skills

• CompTIA A+ certification.
• Experience supporting Microsoft 365, Windows 10, and Active Directory.
• 1+ year Mac OS experience.
• Experience with the ServiceNow ticketing system.
• Experience with Freshservice and/or Zendesk ticketing systems a plus.
• Experience with remote access tools such as LogMeIn, TeamViewer, and Take Control.
• Experience Remotely troubleshooting windows hardware and software break/fix issues.
• 2-3 years of progressive experience in a Technical Support role with and MSP or call center IT support environment.
• Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, & WiFi).
• Knowledge of Active Directory, Azure, O365, MFA, SSO, networking and server concepts.
• Understanding of call center metrics and KPIs.
• College or technology school degree preferred.
• Ability to multi-task and experience working in a fast-paced environment.
• Strong technical troubleshooting and customer service skills.
• Strong verbal and written communication skills.
• LinkedIn Profile with active job history
• Salary - $45,000

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.