IT Onsite Technician Level II​/Subject Matter Expert - Yardley, Pennsylvania

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 opportunities for internal growth.

Job Summary

The IT Onsite Technician II / Subject Matter Expert serves as the primary escalation point and hands-on technical resource for end users. This role goes beyond break-fix support by combining strong technical troubleshooting with excellent customer service, clear communication, and process discipline. The ideal candidate can diagnose complex issues, create practical knowledge articles, improve support workflows, and help reduce recurring ticket volume through better documentation, training, and operational consistency.

Key Responsibilities

• Customer Service & End-User Support
  • Serve as a warm, professional point of contact for end users, ensuring a positive support experience at every touchpoint. Set accurate expectations, provide proactive updates on open issues, and manage issues to closure.
  • Provide deskside, walk-in, and remote support with a focus on timely resolution and clear communication.
  • Identify recurring issues and recommend sustainable fixes that improve the user experience and reduce repeat contacts.
• Knowledge Management & Documentation
  • Author clear, well-structured knowledge articles for recurring issues to support self-service and improve Level 1 consistency.
  • Design and maintain process flows for key IT workflows such as new hire setup, access requests, and equipment provisioning.
  • Review and update existing documentation to reflect current systems, tools, and procedures.
  • Translate recurring support issues into reusable job aids, quick-reference materials, and internal guidance.
  • Identify ticket trends and propose documentation or process improvements that reduce repeat contacts and improve support quality.
• Email & Outlook Support
  • Diagnose and resolve Outlook desktop and web client issues, including calendar sharing, inbox delegation, send-as and send-on-behalf permissions, and mailbox management.
  • Support shared and resource calendar setup, including leadership calendar access requests and related troubleshooting.
• Access & Identity Management
  • Troubleshoot and resolve MFA, Microsoft Authenticator, and password reset issues.
  • Support guest and external partner account provisioning and access governance.
  • Maintain accurate identity and access data in Microsoft Entra to support secure provisioning and lifecycle management.
  • Support role-based access requests and assist with periodic access review and remediation activities as needed.
• SharePoint & Collaboration Tools
  • Manage SharePoint permissions, external sharing configurations, and new site creation requests.
  • Troubleshoot SharePoint access errors, broken permission inheritance, and sync issues.
  • Guide site owners on access management best practices and basic permission governance.
  • Facilitate enterprise AI tool access and onboarding for Microsoft Copilot and ChatGPT licenses.
• Hardware & End-User Computing
  • Oversee device deployment processes for desktops, tablets, and mobile devices, including enrollment and configuration through Microsoft Intune and MDM.
  • Provide onsite support for printers and peripheral devices, including setup, troubleshooting, and issue resolution.
  • Troubleshoot and resolve issues with conference room and audiovisual equipment to support onsite meetings.
  • Coordinate equipment refresh, replacement, and recovery activities in partnership with internal teams or vendors.
  • Maintain accurate asset tracking and device status records.
• Software, Applications & Security
  • Assist with VPN client setup, troubleshooting, and Wi-Fi or LAN connectivity issues.
  • Support endpoint compliance and basic troubleshooting for managed device policies.
  • Support and…