Service Desk Analyst – 11am - 8pm

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Deliver exceptional End User Service Desk Support through phone, email, and chat channels.

• Oversee incidents and requests utilizing ServiceNow, Freshservice, or Zendesk ticketing systems.

• Conduct and document daily follow-ups on tickets with end users within the designated ticketing system.

• Address username and password-related issues.

• Execute the uninstalling and reinstalling of approved software applications on devices.

• Offer support for Multifactor Authentication, Single Sign-On, and VPN services.

• Provide assistance with software and application-related queries.

• Deliver remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories.

• Assist with general how-to questions.

⛳️ Requirements

• Possess a CompTIA A+ certification.

• Demonstrated experience supporting Microsoft 365, Windows 10, and Active Directory.

• Minimum of 1 year of experience with Mac OS.

• Familiarity with the ServiceNow ticketing system.

• Experience with Freshservice and/or Zendesk ticketing systems is a plus.

• Knowledge of remote access tools such as LogMeIn, TeamViewer, and Take Control.

• Experience in remotely troubleshooting hardware and software issues on Windows devices.

• 2-3 years of relevant experience in a Technical Support role within an MSP or call center IT support environment.

• Technical competence with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, and WiFi.

• Understanding of Active Directory, Azure, O365, MFA, SSO, networking, and server concepts.

• Familiarity with call center metrics and KPIs.

• A college degree or a degree from a technology school is preferred.

• Ability to multitask and thrive in a fast-paced environment.

• Strong technical troubleshooting and customer service capabilities.

• Excellent verbal and written communication skills.

• Active LinkedIn Profile with current job history.

🏝️ Benefits

• Slipstream LS is an equal opportunity employer dedicated to promoting diversity and inclusion within the workplace. We strictly prohibit any form of discrimination and harassment based on race, color, sex, religion, sexual orientation or identity, national origin, genetic information, pregnancy, or any other protected characteristic as specified by federal, state, or local laws.