What are the responsibilities and job description for the Level 2 Onsite Deskside Engineer - Cambridge, MA position at Slipstream IT?
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.
Slipstreams 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 Tier 2 end user support, including administration of user accounts and security groups and connectivity issues.
- Serve as an escalation point for Tier 1 Analysts with respect to client specific technology and administrative tasks.
- Provide support for Office 365, Window 10, Mac, Active Directory, Okta, MFA and other administrative functions.
- Experience supporting Apple devices in an enterprise setting (preferably in mixed PC/Mac environments) as an IT Support Technician/Engineer in an Onsite Support or general IT support environment.
- Manage Onsite Deskside ticket queues and ensure work is distributed and addressed appropriately.
- Contribute to client-specific documentation including supported hardware and application documentation, troubleshooting guides, processes and procedures, training materials, and administrative documentation.
- Updating tickets within Freshservice with detailed documentation of the resolution, as well as researching/creating/updating Knowledge Base documentation for future reference.
Skills, Education, and Experience
- 2-4 years of progressive experience in a Service Desk or Onsite Support.
- 2-4 years Mac OS experience.
- Strong technical troubleshooting and customer service skills.
- Strong verbal and written communication skills.
- Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, & Wi-Fi.
- Knowledge of Active Directory, Azure, O365, MFA, SSO, networking and server concepts.
- Experience with ticketing applications.
- Experience with Fresh Service ticketing platform a plus.
- CRM application knowledge a plus (Veeva, Salesforce.com, etc.).
- Previous biotech or pharma experience strongly preferred.
- College or technology school degree preferred.
Available Shift
Monday-Friday 9:00am-5:00pm EST
Benefits
- 401k match
- Comprehensive group health, dental, vision benefits
- Life insurance/LTD
- Discretionary PTO
- Salary: $70,000-$80,000
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 : $70,000 - $80,000
