Tier 2 Service Desk Analyst, Remote

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Introduction

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.

Introduction

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.

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 within the IT outsourcing industry while developing your skillset with the opportunities for internal growth.

Available Shift

Monday-Friday 11:00am-8:00pm EST

Responsibilities

• Perform account creations and deactivation in Microsoft Entra Be the first point of contact for SharePoint access management requests. Provide Level 2 end user support via phone, Service Now email and chat, including administration of user accounts (onboarding and offboarding), security groups, & connectivity issues.
• Provide support for Office 365, Window 10, Mac OS, Active Directory/Azure, Okta, MFA and other administrative functions. Manage Onsite Deskside ticket queues, ensure work is distributed and addressed appropriately.
• Review escalated tickets to identify opportunities to shift left from T2/Deskside to T1 Documentation and Training.
• Develop client-specific documentation including supported hardware and application documentation, troubleshooting guides, processes and procedures, training materials, and administrative documentation.

• 2-4 years of progressive experience in a Service Desk, Onsite Support, or call center IT support environment.
• SharePoint Admin Experience
• Experience with Fresh Service ticketing platform is required.
• Technical proficiency with common hardware, software, and technologies:
  Windows, Office, MAC iOS, laptops, tablets, Mobile Device Management (MDM), VPN, WiFi.
• Knowledge of Active Directory, Azure, Okta, O365, MFA, SSO, networking and server concepts.
• Strong technical troubleshooting and customer service skills.
• Strong verbal and written communication skills.
• Understanding of call center metrics and KPIs.
• Experience with ticketing applications and call center applications.
• CRM application knowledge a plus (Veeva/Salesforce).
• Previous biotech or pharma experience strongly preferred.
• College or technology school degree preferred.

• 401k match
• Comprehensive group health, dental, vision benefits
• Life insurance/LTD
• Discretionary PTO
• Salary: $40,000-$47,000

• Seniority level
  
  Mid-Senior level

• Employment type
  
  Full-time

• Job function
  
  Strategy/Planning and Information Technology
• Industries
  
  IT Services and IT Consulting

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