Level 1 Service Desk Analyst - Remote, United States

?? Location: Remote (USA)
? Shift: Monday - Friday | 11:00 AM - 8:00 PM EST
?? Salary: $40,000 - $42,000 per year
?? Job Type: Full-Time
About Us
At Slipstream IT, we specialize in streamlining IT support and managed solutions with a strategic consulting approach. Our industry-leading IT services help emerging pharma and biotech organizations focus on their mission while we take care of their IT needs.

As a part of our dedicated and innovative team, you will contribute to driving IT outsourcing excellence, benefiting from a strong leadership team that has been together for over a decade. Your Role We?re looking for a customer-focused IT Support Specialist to provide white-glove end-user support via phone, email, and chat. You will troubleshoot technical issues, manage tickets, and assist users with software and hardware problems in a fast-paced, collaborative environment. Key Responsibilities: ? Provide exceptional Service Desk support via phone, email, and chat ? Manage incidents in ServiceNow, Freshservice, or Zendesk ? Perform daily ticket follow-ups to ensure issue resolution ? Troubleshoot password , VPN, MFA, and SSO support ? Uninstall/reinstall software applications as needed ? Provide remote hardware support (laptops, tablets, mobile devices, monitors, printers, etc.) ? Assist with Windows 10, Mac OS, Office 365, Active Directory, and Azure issues ? Guide users on technical ?how-to? inquiries What You Need to Succeed ? CompTIA A+ certification (Required) ? 2-3 years of IT support experience in an MSP or call center IT environment ? Strong knowledge of Windows 10, Microsoft 365, and Active Directory ? Mac OS experience (1+ year) ? Familiarity with ServiceNow, Freshservice, or Zendesk (Preferred) ? Experience with remote access tools (LogMeIn, TeamViewer, Take Control, etc.) ? Ability to troubleshoot Windows hardware ? Strong understanding of Active Directory, Azure, VPN, WiFi, and networking basics ? Excellent communication ? Ability to work in a fast-paced, multi-tasking environment Perks ?? 401(k) match ?? Comprehensive health, dental, ?? Life insurance ?? Discretionary PTO (Flexible time off!) ?? Opportunities for internal growth Join Our Team! If you?re passionate about IT support and customer service, and want to grow with a team that values innovation and leadership, we want to hear from you!