Slipstream IT
Slipstream IT
Slipstream IT pomaga zdravstvenim in farmacevtskim organizacijam obvladovati tehnološke zahteve panoge znanosti o življenju. Njeno delo zajema IT-strategijo in svetovanje, rešitve v oblaku ter specializirano IT-podporo, pri čemer se osredotoča na izboljšanje operativne učinkovitosti, skladnosti in kakovosti. Kot certificirani ponudnik rešitev Veeva podjetje Slipstream IT podpira družbe s področja znanosti o življenju s tehnološkim strokovnim znanjem, prilagojenim reguliranim okoljem, ter služi več kot 200 strankam v tem sektorju.

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.

Opis

  • 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.

Zahteve

  • 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.

Ugodnosti

  • 401(k) match.
  • Comprehensive group health, dental, and vision coverage.
  • Life insurance and long-term disability coverage.
  • Discretionary paid time off.

Sorodna delovna mesta