Service Desk 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 • 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

🎯 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

• Equal opportunity employer that is committed to diversity and inclusion in the workplace • Professional development opportunities