Senior Service Desk Analyst

Role Overview

Join Slipstream's team as a Senior Service Desk Analyst to provide white-glove, end-user service desk support via phone, email, SMS, and chat. Manage an open ticket queue across multiple ticketing systems, including Service Now, Fresh Service, and Zendesk. Perform resets, uninstall/reinstall software, and provide remote hardware support for laptops, tablets, mobile devices, and accessories.

Provide technical support for clients via phone, email, SMS, and chat. Manage ticket queues, perform resets, and provide remote hardware support. Administer Office 365, Adobe license administration, and Okta administration.

This role requires strong technical troubleshooting and customer service skills, as well as the ability to multi-task and work in a fast-paced environment. Experience with ITIL, Microsoft 365, and SharePoint is preferred.

• CompTIA A+ certification or equivalent
• 2-3 years of progressive experience in a Technical Support role
• 1+ year Mac OS experience
• 1+ year of supporting VIP or C level executives
• Understanding of the ITIL framework
• Experience supporting Microsoft 365 applications and M365 Admin
• Experience with Microsoft SharePoint and access management
• Experience with Active Directory and Microsoft Entra
• Experience with Service Now ticketing system
• Experience with remote access tools such as Connect Wise
• Experience with Okta administration
• Technical proficiency with common hardware, software, and technologies
• Understanding of call center metrics and KPIs
• Ability to multi-task and work in a fast-paced environment
• Ability to follow and understand complex documentation
• Strong technical troubleshooting and customer service skills
• Strong verbal and written communication skills
• College or technology school degree preferred

• 401k match
• Comprehensive group health, dental, vision benefits
• Life insurance/LTD
• Discretionary PTO