Service Desk Analyst 11am 8pm
Introduction
At Slipstream LS 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.
Slipstreamâs 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.
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.
- Provides support for general âhow-toâ inquiries.
- 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.
- LinkedIn Profile with active job history