Onsite Service Desk Technician - San Diego, California

Slipstream IT•San Diego, CA

4d•Onsite

About The Position

At Slipstream Life Sciences, we streamline IT Support and provide managed solutions with a strategic consulting and global leadership management approach, exclusively for emerging pharma and biotech organizations. Our industry-leading solutions free clients from the demands of internal IT, allowing them to rapidly advance their mission. You will join a proven team, culture, and strategy to drive innovation within the IT outsourcing industry while developing your skillset with opportunities for internal growth.

Requirements

1-2 years in a service desk/help desk or customer-facing tech support role (internships count).
Hands-on with ServiceNow (or similar ITSM), Active Directory, Microsoft 365, and Intune/JAMF basics.
Windows/macOS, M365/O365 apps, MFA/VPN, SSO basics, printers/peripherals.
Excellent verbal/written communication and documentation skills.
Comfort with ticket triage, prioritization, SLAs/OLAs, and detailed notes.

Nice To Haves

Certifications: CompTIA A+, ITIL 4 Foundation, HDI Support Center Analyst, Microsoft Fundamentals (MS-900/MD-900).
Basic scripting (PowerShell/bash) for repetitive tasks and simple automations.
Familiarity with Okta/Azure AD, Zoom/Webex admin, SCCM/Autopilot, JAMF Pro, or similar tools.
Security: phishing triage, disk encryption, and least-privilege concepts.

Responsibilities

Monitor ServiceNow queues; acknowledge new incidents/requests within SLA.
Pick up tickets from chat/phone/email/portal; perform initial triage and troubleshooting.
Handle AD account tasks (create/modify/disable, group membership, unlocks, password resets).
Support Windows/macOS, M365 (Outlook/Teams/OneDrive), VPN/MFA, printers, and peripherals.
Enroll devices via Intune or Jamf; resolve basic compliance/profile issues.
Document steps to reproduce, resolution notes, and user communications in ServiceNow.
Escalate to L2/L3 with complete context and testing notes; follow through until closure.
Contribute or update knowledge articles for recurring issues and "how-to" guides.
Application support specifically 101 understanding of Veeva and support the client's Veeva access/administration requests.
Serve as initial contact and accurately log/categorize/priority tickets in ServiceNow.
Perform AD user lifecycle tasks and M365 basic administration (mailbox, aliases, Teams/OneDrive issues).
Troubleshoot endpoints (Windows/macOS) and standard software packages.
Support remote access (VPN clients, MFA/SSO), Wi-Fi connectivity, and simple network printer issues.
Assist with device imaging, re-provisioning, break/fix, and asset handling/tags.
Deliver empathetic, clear communications; manage expectations and de-escalate when needed.
Work within ITIL processes (Incident, Request, Problem basics) and comply with security policies.
Participate in shift coverage, occasional after-hours, or weekend support as required.