Service Desk Analyst - Remote, US

Slipstream IT; United States; On-site; USD 40,000 - 42,000; Full time

Benefits offered by this job

401k match

Comprehensive health benefits

Life insurance/LTD

Discretionary PTO

Job summary

A technology company in the United States is seeking a Mid-Senior level Technical Support professional. The role involves providing high-quality end user support while managing incidents through ticketing systems. Ideal candidates should possess CompTIA A+ certification and experience with Microsoft 365 and Active Directory. Offers competitive benefits and a full-time employment structure.

Qualifications

• Minimum of 2-3 years of experience in a Technical Support role in an MSP or call-center IT support environment.
• Ability to troubleshoot Windows hardware and software break/fix issues.
• Strong understanding of call-center metrics and KPIs.

Responsibilities

• Provide End User Service Desk Support via phone, email, and chat.
• Manage incidents and requests using ticketing systems.
• Perform software and application support.

Skills

CompTIA A+ certification

Experience supporting Microsoft 365

1+ year Mac OS experience

Experience with ServiceNow ticketing system

Experience with remote access tools

2-3 years in a Technical Support role

Technical proficiency with Windows and Office

Knowledge of Active Directory and Azure

Strong technical troubleshooting skills

Strong verbal and written communication skills

Education

College or technology school degree preferred

Tools

ServiceNow

Freshservice

Zendesk

LogMeIn

TeamViewer

Job description

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.

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 the 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.
• Provide 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 within 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.

Benefits

• 401k match
• Comprehensive group health, dental, and vision benefits
• Life insurance/LTD
• Discretionary PTO
• Salary: $40,000–$42,000

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Strategy/Planning and Information Technology

Industry

IT Services and IT Consulting

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.