Service Desk Analyst

🕒 April 22

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

💵 $40k - $42k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧐 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, 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.

🎯 Requirements

• 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. • 2-3 years of progressive experience in a Technical Support role with an MSP or call center IT support environment. • Knowledge of Active Directory, Azure, O365, MFA, SSO, networking, and server concepts. • College or technology school degree preferred. • 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