Service Desk Analyst - Remote - Monday-Friday 7AM-4PM EST

Slipstream IT, LLC; Pennsylvania; Remote; USD 40,000 - 70,000; Full time

Job summary

An innovative firm is seeking a Service Desk Analyst to provide exceptional IT support for clients in the pharma and biotech sectors. This role involves managing service requests and incidents, troubleshooting hardware and software issues, and ensuring a seamless user experience. You will work in a collaborative environment, leveraging your technical skills and customer service expertise to support end users effectively. With a focus on growth and development, this position offers a chance to enhance your skillset while contributing to a forward-thinking team dedicated to excellence in IT outsourcing. If you're passionate about technology and eager to make a difference, this opportunity is for you.

Qualifications

• 1+ year Mac OS experience and 2-3 years in Technical Support role.
• Strong technical troubleshooting and customer service skills required.

Responsibilities

• Provide white-glove, End User Service Desk Support via phone, email, and chat.
• Manage incidents and requests within the ServiceNow, Freshservice, or Zendesk systems.

Skills

CompTIA A+ certification

Microsoft 365 support

Windows 10 support

Active Directory

Mac OS experience

ServiceNow ticketing system

Freshservice ticketing system

Zendesk ticketing system

remote access tools (LogMeIn, TeamViewer)

technical troubleshooting

customer service skills

verbal and written communication skills

Education

College or technology school degree

Tools

ServiceNow

Freshservice

Zendesk

LogMeIn

TeamViewer

Take Control

Job description

Service Desk Analyst - Remote - Monday-Friday 7AM-4PM EST

At Slipstream IT 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.

Shift
Monday-Friday 7AM-4PM EST

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

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 an 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

Slipstream IT 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 IT 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.