Slipstream IT, LLC
Senior IT Service Desk Specialist - Durham, NC
Slipstream IT, LLC, Durham, North Carolina, United States, 27703
Senior IT Service Desk Specialist - Durham, NC
At Slipstream IT we work to streamline IT Support and provide managed solutions with a strategic consulting and global leadership management approach. Our solutions are designed exclusively for emerging pharma and biotech organizations.Slipstream’s industry-leading solutions free clients from the demands of internal IT and allow them to rapidly advance their mission. Led by a leadership team that has been together for over 10 years, you will join a proven team, culture, and strategy to drive innovation within the IT outsourcing industry while developing your skillset with opportunities for internal growth.Responsibilities
Provide on-site and remote IT support to employees including responding to incoming requests in a timely manner and resolving issues to completion, ensuring employee satisfaction.Provide onsite support for conference rooms and AV as needed.Focus on delivering a white glove experience that is proactive, personal, and effective.Create and maintain incidents and service requests in the IT Service Management tool.Manage time and priorities effectively across projects, tickets, and other requests.Analyze trends with service and provide relevant reports to stakeholders.Create and update documentation for support procedures, troubleshooting steps, and common technical issues.Able to provide exceptional level support for executive employees.Operate within the IT Department's defined processes and procedures, Service Level Agreements (SLAs), and company Standard Operating Procedures (SOPs).Stay up to date with technology and service trends.Continuously update knowledge of systems, applications, and emerging technologies.Escalate complex issues including identifying issues that require further investigation or specialized technical expertise and escalating them to the appropriate teams.Perform other job duties as assigned with high professionalism, congeniality, and flexibility.Provide on-call after-hours support for critical requests and vendor management as needed.Provide training and IT assistance to educate users on hardware including desktops, laptops, virtual hardware, etc.Travel required as needed.Experience & Qualifications
5+ years relevant experience in a technical role or equivalent combination of education and experience.Strong experience in various software including Windows 10/11, Active Directory, Intune, Microsoft Office 365/Office suite, and Microsoft Teams, preferably within the Life Sciences industry.Strong experience in hardware troubleshooting and repair (Lenovo hardware is a plus).Strong interpersonal skills and the ability to work collaboratively across teams.Strong working knowledge and experience working with incident management tools for tracking and resolving issues.Experience working with service providers, contractors, and other outside parties, providing direction as needed.Background in computer science, graphic design, VR/AI, and engineering is a plus.Ability to lift up to 50 pounds, moving computing equipment and work on-site daily.Slipstream IT is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation or identity, national origin, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Slipstream IT makes hiring decisions based solely on qualifications, merit, and business needs at the time.This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.
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At Slipstream IT we work to streamline IT Support and provide managed solutions with a strategic consulting and global leadership management approach. Our solutions are designed exclusively for emerging pharma and biotech organizations.Slipstream’s industry-leading solutions free clients from the demands of internal IT and allow them to rapidly advance their mission. Led by a leadership team that has been together for over 10 years, you will join a proven team, culture, and strategy to drive innovation within the IT outsourcing industry while developing your skillset with opportunities for internal growth.Responsibilities
Provide on-site and remote IT support to employees including responding to incoming requests in a timely manner and resolving issues to completion, ensuring employee satisfaction.Provide onsite support for conference rooms and AV as needed.Focus on delivering a white glove experience that is proactive, personal, and effective.Create and maintain incidents and service requests in the IT Service Management tool.Manage time and priorities effectively across projects, tickets, and other requests.Analyze trends with service and provide relevant reports to stakeholders.Create and update documentation for support procedures, troubleshooting steps, and common technical issues.Able to provide exceptional level support for executive employees.Operate within the IT Department's defined processes and procedures, Service Level Agreements (SLAs), and company Standard Operating Procedures (SOPs).Stay up to date with technology and service trends.Continuously update knowledge of systems, applications, and emerging technologies.Escalate complex issues including identifying issues that require further investigation or specialized technical expertise and escalating them to the appropriate teams.Perform other job duties as assigned with high professionalism, congeniality, and flexibility.Provide on-call after-hours support for critical requests and vendor management as needed.Provide training and IT assistance to educate users on hardware including desktops, laptops, virtual hardware, etc.Travel required as needed.Experience & Qualifications
5+ years relevant experience in a technical role or equivalent combination of education and experience.Strong experience in various software including Windows 10/11, Active Directory, Intune, Microsoft Office 365/Office suite, and Microsoft Teams, preferably within the Life Sciences industry.Strong experience in hardware troubleshooting and repair (Lenovo hardware is a plus).Strong interpersonal skills and the ability to work collaboratively across teams.Strong working knowledge and experience working with incident management tools for tracking and resolving issues.Experience working with service providers, contractors, and other outside parties, providing direction as needed.Background in computer science, graphic design, VR/AI, and engineering is a plus.Ability to lift up to 50 pounds, moving computing equipment and work on-site daily.Slipstream IT is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation or identity, national origin, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Slipstream IT makes hiring decisions based solely on qualifications, merit, and business needs at the time.This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.
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