Senior Service Desk Analyst - Remote, United States

At Slipstream, 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 the opportunities for internal growth. **Available Shifts** **Monday\-Friday 8:00am\-5:00pm EST** **Monday\-Friday 11:00am\-8:00pm EST** **Responsibilities** * Provide white\-glove, End User Service Desk Support via phone, email, SMS,and chat. * Manage an open ticket queue including Incidents, Requests, Tasks and Changes across multiple ticketing systems such as ServiceNow, FreshService and Zendesk. * Document all incoming and outgoing communications with all customers, including daily ticket follow\-ups in the respective ticketing system. * Perform resets in systems such as Active Directory, Entra, Office 365 Admin and Okta. * Perform uninstall/reinstall of approved software applications to devices. * Provide support for Multifactor Authentication, SSO Applications and VPN technologies. * Support various industry standard applications such as Veeva. * Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories. * Administer Office 365 including Distribution List (DL) Management and Shared Mailbox support. * Manage Adobe license administration and user provisioning. * Perform Okta administration including user lifecycle management and application assignments. * Manage SharePoint access including permissions, site access, and group membership. * Onboarding and offboarding of clients employee via AD, Entra, or other supplied software **Required Skills** * CompTIA A\+ certification or equivalent. * 2\-3 years of progressive experience in a Technical Support role with an MSP or call center IT support environment. * 1\+ year Mac OS experience. * 1\+ year of supporting VIP or C level executives. * Understand of the ITIL framework. * Experience supporting Microsoft 365 applications and M365 Admin. * Experience with Microsoft SharePoint from and access management. * Experience with Active Directory and Microsoft Entra. * Experience with ServiceNow ticketing system; additional ticketing systems are a plus. * Experience with remote access tools such as ConnectWise. Additional remote tools are a plus. * Experience with Okta administration. * Experience remotely troubleshooting Windows hardware and software break/fix issues. * Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, and WiFi. * Understanding of call cente