Service Desk Analyst - Remote, United States

At Slipstream Life Sciences 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.

About the Opportunity

Are you a technically skilled, customer-focused IT Support professional who enjoys troubleshooting, solving problems, and helping people succeed?

Slipstream Life Sciences is seeking aService Desk Analyst (Level 1) to join our growing team. In this fully remote, full-time position, you'll provide essential technical support to end users across multiple client organizations, working collaboratively with a team of IT professionals to deliver exceptional service.

This is an excellent opportunity for someone with hands-on help desk experience who thrives in a fast-paced environment, takes ownership of issues, and enjoys making technology easier for others.

What You'll Do

As a Service Desk Analyst, you'll be a trusted first point of contact for technical support, resolving issues efficiently while delivering a positive end-user experience.

• Provide Exceptional IT Support: Deliver professional, white-glove technical assistance via phone, email, chat, and other support channels.
• Troubleshoot & Resolve Issues: Diagnose and resolve Level 1 hardware, software, connectivity, application, and access-related issues across Windows and Mac environments.
• Manage Support Tickets: Own, prioritize, document, and follow up on incidents and service requests using platforms such as ServiceNow, Freshservice, and Zendesk.
• Support Identity & Access Management: Perform password resets, account provisioning, permissions management, and user administration using Active Directory, Microsoft Entra, Okta, and Microsoft 365.
• Support Microsoft 365 Applications: Troubleshoot Outlook, Teams, SharePoint, shared mailboxes, distribution lists, and related applications.
• Resolve Remote Access Issues: Assist with VPN connectivity, multifactor authentication (MFA), single sign-on (SSO), and remote access tools.
• Support End-User Devices: Troubleshoot laptops, desktops, mobile devices, printers, docking stations, and other peripherals.
• Manage User Lifecycle Activities: Assist with employee onboarding, offboarding, software installation, application access, and license administration.
• Collaborate Across Client Environments: Work within a collaborative service desk team supporting multiple clients, maintaining timely communication and consistent service quality.

Who You Are

You're a proactive, dependable IT Support professional who combines strong technical troubleshooting skills with the communication and interpersonal abilities that make a great service desk experience.

You enjoy solving problems, take ownership of your work, and can explain technical solutions clearly to people with varying levels of technical knowledge.

You're comfortable working independently in a fully remote environment while collaborating with teammates, managing competing priorities, and delivering responsive, high-quality support.

Essential Qualifications & Experience – Required

• Technical Support Experience: 2–3 years of recent, hands-on experience in a Service Desk, Help Desk, or Level 1 IT Support role, preferably within a corporate, enterprise, managed service provider (MSP), or high-volume IT support environment.
• Windows & Mac Support: Experience troubleshooting Windows operating systems, hardware, software, and common end-user issues, along with at least one year supporting macOS.
• Microsoft 365: Hands-on experience supporting Microsoft 365 applications, including Outlook, Teams, and Microsoft 365 administration.
• Identity & Access Management: Working experience with Active Directory, Microsoft Entra (Azure AD), and Okta, including password resets, account administration, and access management.
• Ticketing Systems: Experience managing and documenting support requests using ServiceNow or comparable IT service management platforms.
• Remote Troubleshooting: Experience using remote support tools to diagnose and resolve end-user technical issues.
• Connectivity & Security: Familiarity with VPN, MFA, SSO, Wi-Fi, and common connectivity or authentication issues.
• SharePoint: Experience troubleshooting user access, permissions, and collaboration issues.
• Technical Troubleshooting: Ability to independently investigate, resolve, document, and escalate technical issues appropriately.

Professional Competencies – What Sets You Apart

• Exceptional Communication: Explain technical concepts and solutions clearly, patiently, and professionally to nontechnical users.
• Customer-Focused Mindset: Deliver responsive, courteous support while building trust with end users, including senior leadership and executives.
• Ownership & Accountability: Take initiative, follow through on open issues, and ensure users receive timely updates and resolutions.
• Organization & Prioritization: Effectively manage multiple tickets and competing priorities in a fast-paced, high-volume environment.
• Adaptability & Collaboration: Quickly learn new systems, processes, and client environments while contributing to a supportive team.
• Remote Work Readiness: Remain engaged, productive, responsive, and dependable while working in a 100% remote setting.

Additional Experience & Qualifications – Preferred

• CompTIA A+ certification or equivalent technical training and experience.
• College degree, technical school education, or relevant IT certifications.
• Experience supporting VIP or C-level executives.
• Familiarity with ITIL principles, service desk metrics, and service-level agreements (SLAs).
• Experience with Mobile Device Management (MDM), ConnectWise, Freshservice, Zendesk, or other remote support platforms.
• Exposure to Adobe administration, software licensing, SSL-related troubleshooting, or Life Sciences applications such as Veeva.

Why Join Slipstream Life Sciences?

At Slipstream Life Sciences, you'll be part of a collaborative, people-focused organization that values technical expertise, initiative, and exceptional client service.

• 100% Remote Opportunity: Work from home while collaborating with a supportive, experienced IT team.
• Full-Time Stability: Enjoy the consistency of a permanent position with comprehensive employee benefits.
• Diverse Technical Experience: Support multiple client environments, technologies, and business applications, expanding your technical knowledge and troubleshooting capabilities.
• Professional Growth: Continue developing your IT support expertise through hands-on experience, collaboration, and exposure to enterprise technologies.
• Make a Meaningful Impact: Help professionals stay connected, productive, and supported through dependable IT services.

Compensation & Benefits

• Annual Salary: $40,000–$45,000
• 401(k) with company match
• Comprehensive medical, dental, and vision insurance
• Life insurance and long-term disability coverage
• Discretionary paid time off
• Full-time, remote employment

Important Position Details

• Location: Remote – United States
• Schedule: Monday–Friday, 9:00 AM–6:00 PM Eastern Time
• Employment Type: Full-Time
• Candidates must be authorized to work in the United States and able to consistently work the required Eastern Time schedule.
• Employment is contingent upon successful completion of applicable pre-employment background verification and drug screening, conducted in accordance with applicable laws and company policies.

Ready to put your technical skills and customer service expertise to work?

Join Slipstream Life Sciences and become part of a team dedicated to delivering exceptional IT support and helping our clients succeed! We look forward to hearing from you!

Slipstream 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 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.