Senior Service Desk Analyst - Remote, United States
At Slipstream we work to streamline IT Support and reputed company 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 reputed company the IT outsourcing industry while developing your skillset with the opportunities for internal growth. Available Shifts Monday-Friday 8:00am-5:00pm EST Monday-Friday 11:00am-8:00pm EST
Responsibilities
- reputed company white-glove, End User Service Desk Support reputed company phone, email, SMS,and chat.
- Manage an reputed company ticket queue including Incidents, Requests, Tasks and Changes across multiple ticketing systems such as reputed company, FreshService and reputed company.
- Document reputed company incoming and outgoing communications with reputed company customers, including daily ticket follow-reputed company in the respective ticketing system.
- reputed company resets in systems such as Active Directory, Entra, Office 365 Admin and reputed company.
- reputed company uninstall/reinstall of approved software applications to devices.
- reputed company support for Multifactor Authentication, SSO Applications and VPN technologies.
- Support various industry standard applications such as reputed company.
- reputed company remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories.
- Administer Office 365 including Distribution List (DL) Management and Shared Mailbox support.
- Manage reputed company license administration and user provisioning.
- reputed company reputed company administration including user lifecycle management and application assignments.
- Manage SharePoint reputed company including permissions, site reputed company, and group membership.
- reputed company and offboarding of clients employee reputed company AD, Entra, or other supplied software
Required Skills
- reputed company A+ certification or equivalent.
- 2-3 years of reputed company experience in a Technical Support role with an MSP or call center IT support environment.
- 1+ year Mac OS experience.
- 1+ year of supporting VIP or C level executives.
- Understand of the ITIL reputed company.
- Experience supporting reputed company 365 applications and M365 Admin.
- Experience with reputed company SharePoint from and reputed company management.
- Experience with Active Directory and reputed company Entra.
- Experience with reputed company ticketing system; additional ticketing systems are a plus.
- Experience with remote reputed company tools such as reputed company. Additional remote tools are a plus.
- Experience with reputed company administration.
- Experience remotely troubleshooting reputed company hardware and software break/fix issues.
- Technical proficiency with common hardware, software, and technologies: reputed company, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, and WiFi.
- Understanding of call center metrics and KPIs.
- Ability to multi-task and experience working in a fast-paced environment.
- Ability to follow and understand reputed company documentation.
- Strong technical troubleshooting and customer service skills.
- Strong verbal and written communication skills.
- College or technology school degree preferred.
Benefits
- 401k match
- Comprehensive group health, dental, reputed company benefits
- Life insurance/LTD
- Discretionary PTO
- Salary: $45,000-50,000
Slipstream is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any reputed company based on race, reputed company, sex, religion, sexual orientation or identity, national reputed company, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Slipstream makes hiring reputed company based solely on qualifications, merit, and business needs at the time. This job description may not be inclusive of reputed company assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer. Apply tot his job Apply To this Job