Service Desk Analyst

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🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

💵 $40k - $45k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🧐 Analyst

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Slipstream IT

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

💼 Consulting

🏥 Healthcare

💊 Pharmaceuticals

Consulting • Healthcare • Pharmaceuticals

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 covering Incidents, Requests, Tasks, and Changes across ServiceNow, FreshService, Zendesk, and other ticketing systems • Document incoming and outgoing customer communications, including daily ticket follow-ups • Perform resets in Active Directory, Entra, Office 365 Admin, and Okta • Uninstall and reinstall approved software applications on devices • Support Multifactor Authentication, SSO applications, and VPN technologies • Support 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 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, permissions, site access, and group membership • Onboard and offboard client employees via AD, Entra, or other supplied software

🎯 Requirements

• CompTIA A+ certification or equivalent • 23 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 supporting VIP or C-level executives • Understanding of the ITIL framework • Experience supporting Microsoft 365 applications and M365 Admin • Experience with Microsoft SharePoint form 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 Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, and WiFi • Understanding of call center metrics and KPIs • Ability to multitask 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 • Internal growth opportunities