Onsite Support Analyst - Cranbury

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.

We are seeking a motivated and service-oriented Onsite Support Analyst to provide day-to-day IT technical support across endpoint, identity, and collaboration platforms. This role is responsible for supporting end users, resolving incidents and service requests, and contributing to a secure, compliant, and efficient IT environment. The Onsite Support Analyst will work within a modern IT ecosystem including Service Now (ITSM), Okta (Identity & Access Management), Microsoft 365, endpoint management platforms, and cybersecurity tooling, while supporting both GxP and non-GxP systems where applicable.

We are seeking a motivated Associate Analyst who will be responsible for providing general IT technical support – including hardware, software, and remote access – and delivering exceptional customer service. The position also manages the delivery of IT services based on ticket assignment, escalates and tracks calls through resolution, and ensures service level agreements are met on a daily basis.

• Provide Tier 1 & Tier 2 technical support for hardware, software, and access-related issues across Windows, macOS, & mobile devices.
• Troubleshoot and resolve issues related to Microsoft 365 (Outlook, Teams, One Drive, SharePoint) and other business applications.
• Manage incidents and service requests through Service Now, ensuring accurate documentation, prioritization, and timely resolution in line with SLAs.
• Configure, deploy, maintain, and support endpoint devices using modern management tools (e.g., Intune, JAMF, or equivalent).
• Support user provisioning, deprovisioning, and access management through Okta, Active Directory, and/or Entra , including SSO and MFA troubleshooting.
• Maintain endpoint security posture by supporting security tools, applying patches, and ensuring compliance with company policies.
• Configure, repair, and maintain IT hardware, peripherals, and mobile devices while tracking and managing asset inventory.
• Support onboarding and offboarding processes, including device setup, access provisioning, and user readiness.
• Collaborate with IT Infrastructure, Security, and Application teams to resolve issues and improve service delivery.
• Contribute to documentation, knowledge base articles, and standard operating procedures.
• Identify opportunities to improve processes, enhance automation, and optimize the end-user experience.
• Deliver excellent customer service and communicate effectively with users at all levels of the organization.

• Bachelor’s degree in Information Technology or related technical discipline.
• 1-3 years of experience in IT support, service desk, or technical support role.
• Strong troubleshooting and analytical skills in a networked environment.
• Experience supporting Windows 10/11 and macOS operating systems.
• Proficiency with Microsoft 365 applications (Outlook, Teams, One Drive, & SharePoint).
• Familiarity with identity and access management platforms (Okta, Active Directory, & Entra ).
• Experience with IT service management tools (Service Now preferred).
• Basic knowledge of endpoint management solutions (Intune, JAMF, or…