Service Desk Analyst 11am 8pm

Service Desk Analyst (11 AM - 8 PM)

Company: Slipstream Life Sciences Location: Remote (United States) Employment Type: Permanent Seniority: Mid-Level

About Slipstream Life Sciences

Slipstream Life Sciences streamlines IT support and provides managed solutions for emerging pharma and biotech organizations. We offer strategic consulting and global leadership management, enabling clients to advance their missions by freeing them from internal IT demands. Join a proven team with a decade-long leadership history, driving innovation in IT outsourcing and developing your skillset with opportunities for internal growth.

About the Role

We are seeking a dedicated Service Desk Analyst to provide exceptional end-user support. This role involves managing incidents and requests, troubleshooting technical issues, and ensuring a seamless IT experience for our clients. You will be an integral part of our support team, working remotely to assist users across various platforms and technologies.

Key Responsibilities

• Provide high-quality, end-user Service Desk support via phone, email, and chat.
• Manage and resolve incidents and requests using ticketing systems such as ServiceNow, Freshservice, or Zendesk.
• Perform daily ticket follow-ups and document resolutions within the ticketing system.
• Troubleshoot and resolve username and password issues.
• Perform uninstallation and reinstallation of approved software applications.
• Provide support for Multi-Factor Authentication (MFA), Single Sign-On (SSO), and VPN.
• Offer support for software and applications.
• Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories.
• Respond to general "how-to" inquiries.

Requirements

• CompTIA A+ certification.
• Experience supporting Microsoft 365, Windows 10, and Active Directory.
• Minimum 1 year of experience supporting Mac OS.
• Proven experience with the ServiceNow ticketing system.
• Experience with Freshservice and/or Zendesk ticketing systems is a plus.
• Familiarity with remote access tools (e.g., LogMeIn, TeamViewer, Take Control).
• Experience remotely troubleshooting Windows hardware and software break/fix issues.
• 2-3 years of progressive experience in a Technical Support role, preferably 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.
• Understanding of call center metrics and Key Performance Indicators (KPIs).
• A college or technology school degree is preferred.
• Ability to multitask and thrive in a fast-paced environment.
• Strong technical troubleshooting and customer service skills.
• Excellent verbal and written communication skills.
• A LinkedIn profile with an active job history.

What We Offer

• The opportunity to work remotely.
• A role within a growing company focused on the dynamic pharma and biotech sectors.
• A supportive and collaborative team environment.
• Opportunities for professional development and internal growth.