Service Desk Analyst - Remote, United States

Slipstream Life Sciences; Pennsylvania; Sur place; USD 40 000 - 45 000; Plein temps

Avantages offerts par ce poste

401k match

Comprehensive health, dental, vision

Life insurance/LTD

Discretionary PTO

Résumé du poste

Slipstream Life Sciences is seeking an experienced IT Support Desk specialist to provide white-glove end-user support across phone, email, and chat. You will manage tickets in ServiceNow, FreshService, and Zendesk, perform AD/Entra/Okta tasks, and support Microsoft 365 and SharePoint access.

Role requires 2–3 years MSP IT support, VIP support experience, and strong troubleshooting across Windows, VPN, MDM, and hardware.

Qualifications

• 2-3 years of progressive experience in a Technical Support role with an MSP or call center IT support environment.
• 1+ year Mac OS experience.
• 1+ year of supporting VIP or C level executives.
• Understand of the ITIL framework.
• Experience supporting Microsoft 365 applications and M365 Admin.

Responsabilités

• Provide white-glove End User Service Desk Support via phone, email, SMS, and chat.
• Manage an open ticket queue across multiple ticketing systems such as ServiceNow, FreshService and Zendesk.
• Document all communications with customers and follow up on tickets.
• Perform resets in Active Directory, Entra, Office 365 Admin and Okta.
• Uninstall/reinstall of approved software on devices.
• Support MFA, SSO applications and VPN technologies.
• Support industry applications such as Veeva.
• Provide remote hardware support for laptops, tablets, mobiles, and printers.
• Administer Office 365 including DL management and Shared Mailbox support.
• Manage Adobe license administration and user provisioning.
• Okta administration including user lifecycle & app assignments.
• Manage SharePoint access including permissions and group membership.
• Onboarding/offboarding via AD, Entra or other supplied software.

Connaissances

CompTIA A+

MSP experience

Mac OS

VIP support

ITIL

M365 Admin

SharePoint access

Active Directory

Entra

ServiceNow

ConnectWise

Okta

Windows troubleshooting

VPN

MDM

Hardware basics

Formation

College degree preferred

Outils

ServiceNow

FreshService

Zendesk

M365 Admin

SharePoint

Active Directory

Entra

Okta

ConnectWise

Description du poste

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.

Available Shift

Monday-Friday 2:00pm-11:00pm EST

Responsibilities

• Provide white-glove, End User Service Desk Support via phone, email, SMS,and chat.
• Manage an open ticket queue including Incidents, Requests, Tasks and Changes across multiple ticketing systems such as ServiceNow, FreshService and Zendesk.
• Document all incoming and outgoing communications with all customers, including daily ticket follow-ups in the respective ticketing system.
• Perform resets in systems such as Active Directory, Entra, Office 365 Admin and Okta.
• Perform uninstall/reinstall of approved software applications to devices.
• Provide support for Multifactor Authentication, SSO Applications and VPN technologies.
• Support various industry standard applications such as Veeva.
• Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories.
• Administer Office 365 including Distribution List (DL) Management and Shared Mailbox support.
• Manage Adobe license administration and user provisioning.
• Perform Okta administration including user lifecycle management and application assignments.
• Manage SharePoint access including permissions, site access, and group membership.
• Onboarding and offboarding of clients employee via AD, Entra, or other supplied software.

Required Skills

• CompTIA A+ certification or equivalent.
• 2-3 years of progressive experience in a Technical Support role with an MSP or call center IT support environment.
• 1+ year Mac OS experience.
• 1+ year of supporting VIP or C level executives.
• Understand of the ITIL framework.
• Experience supporting Microsoft 365 applications and M365 Admin.
• Experience with Microsoft SharePoint from and access management.
• Experience with Active Directory and Microsoft Entra.
• Experience with ServiceNow ticketing system; additional ticketing systems are a plus.
• Experience with remote access tools such as ConnectWise. Additional remote tools are a plus.
• Experience with Okta administration.
• Experience remotely troubleshooting Windows hardware and software break/fix issues.
• Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, and WiFi.
• Understanding of call center metrics and KPIs.
• Ability to multi-task and experience working in a fast-paced environment.
• Ability to follow and understand complex documentation.
• Strong technical troubleshooting and customer service skills.
• Strong verbal and written communication skills.
• College or technology school degree preferred.

Benefits

• 401k match
• Comprehensive group health, dental, vision benefits
• Life insurance/LTD
• Discretionary PTO
• Salary: $40,000-$45,000

Slipstream 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 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.