View on Remote OK
Roles
Compensation
- Salary period
- unclear
Tech stack
Required
Nice to have
Location
Pennsylvania, United States
Work setup
- Employment
- unclear
- Level
- Mid-level
- Remote policy
- Remote (source: Remote OK; Work arrangement: Remote).
- Remote scope
- unclear
- Timezones
- 11am 8pm
Role details
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
Requirements
- 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 (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 with an MSP or call center IT support environment
- Technical proficiency with 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 KPIs
- College or technology school degree preferred
- Ability to multi-task and work in a fast-paced environment
- Strong technical troubleshooting and customer service skills
- Strong verbal and written communication skills
- LinkedIn profile with active job history
Application
Please mention the word FIERY and tag RODguMTk4Ljk5LjE0Mw== when applying to show you read the job post completely (#RODguMTk4Ljk5LjE0Mw==).
- Portfolio
- not required
- GitHub
- not required
- Cover letter
- not required
- Apply flow
- external
Company context
streamline IT support and provide managed solutions with strategic consulting and global leadership management approach for emerging pharma and biotech organizations
- Product
- managed IT support solutions for emerging pharma and biotech organizations
- Industry
- biotech, pharma, IT outsourcing
Description
IntroductionAt Slipstream LS 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.ResponsibilitiesProvide white-glove, End User Service Desk Support via phone, email, and chat.Manage incidents and requests within the ServiceNow, Freshservice or Zendesk ticketing systemsPerform and document daily ticket follow-ups with end users within respective ticketing systemResolve 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.Provides support for general “how-to” inquiries.Required SkillsCompTIA 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 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 with and 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
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