Introduction

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 the opportunities for internal growth.

Responsibilities

• Assist with generating ticket status reports and customer service metrics to meet department analytical needs.
• Contribute to the creation of technical knowledge base articles, deliver technical training to customers, and coach direct reports in daily Help Desk duties.
• Replace computer hardware components in offices and labs, install computer software using remote desktop tools, and interact with software and hardware vendors to setup lab equipment.
• Provision VOIP devices and provide technical and troubleshooting support to Windows operating system software, network connectivity issues, and related IT services.
• Escalate support tickets to the appropriate level for timely resolution while maintaining high quality service and excellent follow up to meet customer service requirements.
• Must be able to onboard new team members by imaging laptops and provide new employee training.
• Manage an inventory of all IT related equipment and supplies.
• Perform other related assignments as necessary or as assigned by the Help Desk Manager.
• Provide technical and troubleshooting support for internal users on the following: desktop hardware and software, Windows operating systems and programs, system access/passwords/security, printing, and network connectivity issues, VOIP, and related IT services.
• Provide high quality service and excellent follow up to meet customer service requirements.

Requirements

• Minimum of 5 years of experience in industry with IT systems oversight.
• Ability to interpret support metrics to improve Help Desk functions.
• Withstand sitting, standing, walking, bending, crouching, or stooping.
• Extensive experience in the following: desktop hardware and software, Windows operating systems, system access/ passwords/ security, printing, and network connectivity, VOIP, and related IT services.
• Experience initiating purchasing of hardware and software, receipt and inventory tracking.
• Track record of independently managing and prioritizing urgent requests from customers and alert appropriate management for escalation on major outages and issues.
• Significant experience in coordinating with various IT groups in fulfilling users' requests or resolving issues based on established guidelines.
• Task-oriented, organized and driven to produce results with aggressive timelines.
• Works collaboratively with multi-disciplinary groups in a fast-paced work environment.
• Easily masters complex technical equipment.
• An aptitude for working well with others.
• Self-motivated and ability to work independently.

Benefits

• 401k match
• Comprehensive group health, dental, vision benefits
• Life insurance/LTD
• Discretionary PTO
• Salary Range: $80,000-$85,000

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.