Service Desk Analyst — MSP IT Support Pro

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

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.