Slipstream IT денсаулық сақтау және фармацевтика ұйымдарына өмір туралы ғылымдар саласының технологиялық талаптарын басқаруға көмектеседі. Компанияның қызметтері АТ стратегиясы мен консалтингін, бұлтты шешімдерді және мамандандырылған АТ қолдауын қамтиды, сонымен қатар операциялық тиімділікті, талаптарға сәйкестікті және сапаны арттыруға басымдық береді. Veeva шешімдерінің сертификатталған провайдері ретінде Slipstream IT өмір туралы ғылымдар компанияларына реттелетін ортаға бейімделген технологиялық сараптама ұсынып, осы саладағы 200-ден астам клиентке қызмет көрсетеді.
Remote Service Desk Analyst – Pennsylvania
Provide remote help desk, endpoint, identity, and Microsoft 365 support to emerging pharmaceutical and biotech organizations through Slipstream IT’s managed services.
Сипаттама
- Deliver attentive end-user service desk support by phone, email, SMS, and chat.
- Manage incident, request, task, and change tickets in ServiceNow, Freshservice, and Zendesk.
- Record customer communications and follow up on tickets daily.
- Reset accounts in Active Directory, Entra, Microsoft 365 Admin, and Okta.
- Install and remove approved software on user devices.
- Assist with multifactor authentication, single sign-on applications, and VPNs.
- Support common industry applications, including Veeva.
- Troubleshoot laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories remotely.
- Administer Microsoft 365 distribution lists and shared mailboxes.
- Handle Adobe license administration and user provisioning.
- Administer Okta user lifecycles and application assignments.
- Manage SharePoint access, permissions, site access, and group membership.
- Onboard and offboard client employees using Active Directory, Entra, or other provided software.
Талаптар
- CompTIA A+ certification or equivalent qualification.
- Two to three years of progressively responsible technical support experience in an MSP or IT call center.
- At least one year of Mac OS experience.
- At least one year supporting VIP or C-level executives.
- Understanding of the ITIL framework.
- Experience supporting Microsoft 365 applications and administration.
- Experience managing Microsoft SharePoint forms and access.
- Experience with Active Directory and Microsoft Entra.
- Experience with ServiceNow ticketing; familiarity with other ticketing systems is a plus.
- Experience with remote access tools such as ConnectWise; familiarity with other remote tools is a plus.
- Experience administering Okta.
- Experience remotely diagnosing and resolving Windows hardware and software issues.
- Technical knowledge of Windows, Office, iOS, laptops, tablets, mobile device management, VPN, and Wi-Fi.
- Understanding of call center metrics and KPIs.
- Ability to handle multiple tasks in a fast-paced environment.
- Ability to follow and interpret complex documentation.
- Strong technical troubleshooting and customer service abilities.
- Strong spoken and written communication skills.
Артықшылықтар
- 401(k) match.
- Comprehensive group health, dental, and vision coverage.
- Life insurance and long-term disability coverage.
- Discretionary paid time off.