Level 2 Service Desk Analyst-Remote, US

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 Level 2 end user support via phone, Fresh Service, email and chat, including administration of user accounts (onboarding and offboarding), security groups, & connectivity issues.
• Provide support for Office 365, Window 10, Mac OS, Active Directory/Azure, Okta, MFA and other administrative functions.
• Manage Onsite Deskside ticket queues, ensure work is distributed and addressed appropriately.
• Review escalated tickets to identify opportunities to shift left from T2/Deskside to T1 Documentation and Training.
• Develop client-specific documentation including supported hardware and application documentation, troubleshooting guides, processes and procedures, training materials, and administrative documentation.
  
  

Required Skills

• 2-4 years of progressive experience in a Service Desk, Onsite Support, or call center IT support environment.
• Experience with Fresh Service ticketing platform is required.
• Technical proficiency with common hardware, software, and technologies: Windows, Office, MAC iOS, laptops, tablets, Mobile Device Management (MDM), VPN, WiFi.
• Knowledge of Active Directory, Azure, Okta, O365, MFA, SSO, networking and server concepts.
• Strong technical troubleshooting and customer service skills.
• Strong verbal and written communication skills.
• Understanding of call center metrics and KPIs.
• Experience with ticketing applications and call center applications.
• CRM application knowledge a plus (Veeva/Salesforce).
• Previous biotech or pharma experience strongly preferred.
• College or technology school degree preferred.
  
  

Available Shift

Monday-Friday 11:00am-8:00pm EST

Benefits

• 401k match
• Comprehensive group health, dental, vision benefits
• Life insurance/LTD
• Discretionary PTO
• Salary: $45,000-$50,000
  
  

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.