Level 1 Onsite Support Engineer-Columbus, OH

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.

Responsibilities

• Provide on-site and remote IT support to employees including responding to incoming requests in a timely manner and resolve issues to completion, ensuring employee satisfaction.
• Provide onsite support for conference rooms and AV as needed.
• Provide onsite support for new hire orientation.
• Focus on delivering a white glove experience, that is proactive, personal, and effective.
• Create and maintain incidents and service requests in the IT Service Management tool.
• Manage time and priorities effectively across projects, tickets, and other requests.
• Analyze trends with service and provide relevant reports to stakeholders.
• Create and update documentation for support procedures, troubleshooting steps, and common technical issues.
• Able to provide exceptional level support for executive employees.
• Operates within the IT Department's defined processes and procedures, Service Level Agreements (SLAs), and company Standard Operating Procedures (SOPs).
• Stay up to date with technology and service trends.
• Continuously update knowledge of systems, applications, and emerging technologies.
• Escalate complex issues including identifying issues that require further investigation or specialized technical expertise and escalating them to the appropriate teams.
• Perform other job duties as assigned with high professionalism, congeniality, and flexibility.
• Provide on-call after-hours support for critical requests and vendor management as needed.
• Provide training and IT assistance to educate users on hardware including desktops, laptops, & virtual hardware.
• Provide onsite support for printers (Label and Standard).
• Travel required as needed.

Experience & Qualifications

Benefits

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.

Salary : $45,000 - $50,000