Job Title: End User Service Desk Support

Introduction

At Slipstream LS, we 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. Led by a leadership team with over 10 years of collective experience, 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.

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 the 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.
• Provide support for general "how-to" inquiries.

Required Skills

• 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 is 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 within an 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.
• LinkedIn Profile with active job history.

Equal Opportunity Employer

Slipstream LS is an equal opportunity employer committed to diversity and inclusion. We prohibit discrimination and harassment based on protected characteristics. Hiring decisions are based solely on qualifications, merit, and business needs.