Beginners Service Desk Analyst - Remote, US
Beginners Service Desk Analyst - Remote, US
Base pay range
$40,000.00/yr - $42,000.00/yr
Introduction
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.
Shift
Monday-Friday 11:00am-8:00pm 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
Provides 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 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
Benefits
401k match
Comprehensive group health, dental, vision benefits
Life insurance/LTD
Discretionary PTO
Salary Range: $40,000-$42,000
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.