Service Desk Analyst - Remote, US - Monday-Friday 9:00am-6:00pm EST

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

Job summary

Join a forward-thinking company dedicated to streamlining IT support for emerging pharma and biotech organizations. As a Service Desk Analyst, you will provide exceptional end-user support while managing incidents through leading ticketing systems. This role offers a unique opportunity to develop your skills in a collaborative environment, where you can contribute to innovative IT solutions. If you thrive in a fast-paced setting and are passionate about technology, this position is perfect for you. Embrace the chance to grow your career in a supportive and dynamic workplace.

Benefits

Life insurance/LTD

Discretionary PTO

Qualifications

• 1+ year Mac OS experience in a technical support role.
• Strong verbal and written communication skills required.
• Experience in a fast-paced IT support environment.

Responsibilities

• Provide white-glove End User Service Desk Support via phone, email, and chat.
• Manage incidents and requests within ticketing systems.
• Provide remote hardware support for various devices.

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

Education

College or technology school degree

Tools

ServiceNow

Freshservice

Zendesk

LogMeIn

TeamViewer

Take Control

Job description

Service Desk Analyst - Remote, US - Monday-Friday 9:00am-6:00pm 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.

Available Shift

Monday-Friday 9:00am-6:00pm 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 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.
• Life insurance/LTD
• Discretionary PTO

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.