Senior Service Desk Analyst - Remote, United States
At Slipstream 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 Shifts Monday-Friday 8:00am-5:00pm EST Monday-Friday 11:00am-8:00pm 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: $45,000-50,000
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.