Senior Service Desk Analyst

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🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

💵 $45k - $50k / year

⏰ Full Time

🟠 Senior

🧐 Analyst

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Slipstream IT

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

💊 Pharmaceuticals

Healthcare • Pharmaceuticals • IT Services

Slipstream IT is a strategic partner specializing in redefining IT solutions for the life sciences sector. They offer a comprehensive range of services including IT strategy and consulting, cloud-based solutions, and IT support specifically tailored to healthcare and pharmaceutical companies. With a focus on streamlining IT management and enhancing compliance and quality, Slipstream provides expertise as a certified Veeva solutions provider, serving over 200 clients in the life sciences industry.

📋 Description

• 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

🎯 Requirements

• 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