Service Desk Analyst 11am 8pm

Slipstream LS specializes in streamlining IT support and providing managed solutions for emerging pharma and biotech organizations, focusing on innovation and internal growth.

Location: Pennsylvania, United States

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.
• Provide support for general “how-to” inquiries.

Requirements

• 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.
• LinkedIn Profile with active job history

Additional Information

• Slipstream LS is an equal opportunity employer that is committed to diversity and inclusion in the workplace.
• 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.