„Slipstream IT“ padeda sveikatos priežiūros ir farmacijos organizacijoms valdyti gyvybės mokslų sektoriaus technologinius poreikius. Įmonės veikla apima IT strategiją ir konsultavimą, debesijos sprendimus bei specializuotą IT pagalbą, daugiausia dėmesio skiriant veiklos efektyvumo, atitikties reikalavimams ir kokybės gerinimui. Būdama sertifikuota „Veeva“ sprendimų teikėja, „Slipstream IT“ teikia gyvybės mokslų įmonėms reguliuojamai aplinkai pritaikytą technologinę kompetenciją ir aptarnauja daugiau kaip 200 šio sektoriaus klientų.
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.
Aprašymas
- 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.
Reikalavimai
- 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.
Privalumai
- 401(k) match.
- Comprehensive group health, dental, and vision coverage.
- Life insurance and long-term disability coverage.
- Discretionary paid time off.