Service Desk Analyst 11am 8pm

About the Role

In this position, you will work closely with clients to resolve technical issues, provide guidance on best practices, and contribute to the development of internal processes that enhance service delivery. Your expertise will be invaluable in helping Slipstream's clients navigate the complexities of IT, allowing them to focus on their core mission.

What You Will Do

• Provide multi-channel support (phone, email, chat) to end-users, ensuring timely and effective resolutions to their technical queries.
• Manage incidents and requests within ticketing systems such as ServiceNow, Freshservice, or Zendesk, maintaining accurate records and follow-ups.
• Troubleshoot and resolve username and password issues, performing uninstall/reinstall of approved software applications as needed.
• Offer support for Multifactor Authentication, Single Sign-On, and VPN, ensuring secure access to company resources.
• Perform software and application support, addressing questions and issues related to common productivity tools and technologies.
• Provide remote hardware support for a range of devices, including laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories.
• Assist with general 'how-to' inquiries, guiding users through the effective use of IT systems and applications.
• Participate in daily ticket follow-ups, maintaining open communication with end-users to ensure satisfaction and resolution of their issues.

What We Are Looking For

• CompTIA A+ certification, demonstrating a foundation in IT principles and practices.
• Experience supporting Microsoft 365, Windows 10, and Active Directory, with the ability to troubleshoot and resolve related issues.
• At least 1 year of experience with Mac OS, including support and troubleshooting.
• Familiarity with ServiceNow, Freshservice, and/or Zendesk ticketing systems, with the capability to manage incidents and requests efficiently.
• Experience with remote access tools such as LogMeIn, TeamViewer, and Take Control, facilitating seamless support across different locations.
• A minimum of 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, including Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, and WiFi.
• Knowledge of Active Directory, Azure, O365, MFA, SSO, networking, and server concepts, with the ability to apply this knowledge in support scenarios.

Nice to Have

• Experience with other ticketing systems or IT service management tools, demonstrating adaptability and a willingness to learn new platforms.
• Familiarity with ITIL frameworks and best practices, enhancing the quality of service delivery and support.
• Certification in related areas such as networking, security, or cloud computing, which can contribute to a deeper understanding of IT infrastructures and solutions.

Benefits and Perks

• Competitive compensation package, reflecting the value placed on technical expertise and customer service skills.
• Opportunities for professional growth and development, including training and certifications to enhance your career trajectory.
• Flexible working environment, with the option to work remotely and enjoy a better work-life balance.
• Access to a range of benefits, including health insurance, retirement plans, and paid time off, supporting your well-being and financial security.
• The chance to be part of a dynamic, innovative team that is passionate about delivering exceptional IT support and making a difference in the pharma and biotech sectors.

• Ensure your resume and cover letter are tailored to highlight your technical support experience, certifications, and relevant tool proficiencies.
• Prepare to provide specific examples of how you've handled complex technical issues, focusing on your problem-solving approach and customer service skills.
• Familiarize yourself with the company's mission, values, and the pharma and biotech industry landscape to demonstrate your interest and adaptability.
• Practice your troubleshooting skills, as you may be presented with scenario-based questions during the interview process.
• Be prepared to discuss your experience with ticketing systems, remote access tools, and other technologies relevant to the role.
• Consider creating a portfolio or a personal project that showcases your technical capabilities and passion for IT support.