Service Desk Analyst - Remote, US

Slipstream IT•San Diego, CA

3d•$40,000 - $42,000•Remote

About The Position

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.

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.
Experience Remotely troubleshooting windows hardware and software break/fix issues.
2-3 years of progressive experience in a Technical Support role with and MSP or call center IT support environment.
Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, & WiFi).
Knowledge of Active Directory, Azure, O365, MFA, SSO, networking and server concepts.
Understanding of call center metrics and KPIs.
College or technology school degree preferred.
Ability to multi-task and experience working in a fast-paced environment.
Strong technical troubleshooting and customer service skills.
Strong verbal and written communication skills.

Responsibilities

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.