Level 1 Service Desk Analyst - Remote, United States ID-9359

About Us

At Slipstream IT, we specialize in streamlining IT support and managed solutions with a strategic consulting approach. Our industry-leading IT services help emerging pharma and biotech organizations focus on their mission while we take care of their IT needs.

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As a part of our dedicated and innovative team, you will contribute to driving IT outsourcing excellence, benefiting from a strong leadership team that has been together for over a decade.

Your Role

We’re looking for a customer-focused IT Support Specialist to provide white-glove end-user support via phone, email, and chat. You will troubleshoot technical issues, manage tickets, and assist users with software and hardware problems in a fast-paced, collaborative environment.

Key Responsibilities:

  • Provide exceptional Service Desk support via phone, email, and chat
  • Manage incidents & requests in ServiceNow, Freshservice, or Zendesk
  • Perform daily ticket follow-ups to ensure issue resolution
  • Troubleshoot password & login issues, VPN, MFA, and SSO support
  • Uninstall/reinstall software applications as needed
  • Provide remote hardware support (laptops, tablets, mobile devices, monitors, printers, etc.)
  • Assist with Windows 10, Mac OS, Office 365, Active Directory, and Azure issues
  • Guide users on technical “how-to” inquiries

What You Need to Succeed

  • CompTIA A+ certification (Required)
  • 2-3 years of IT support experience in an MSP or call center IT environment
  • Strong knowledge of Windows 10, Microsoft 365, and Active Directory
  • Mac OS experience (1+ year)
  • Familiarity with ServiceNow, Freshservice, or Zendesk (Preferred)
  • Experience with remote access tools (LogMeIn, TeamViewer, Take Control, etc.)
  • Ability to troubleshoot Windows hardware & software issues remotely
  • Strong understanding of Active Directory, Azure, VPN, WiFi, and networking basics
  • Excellent communication & customer service skills
  • Ability to work in a fast-paced, multi-tasking environment

Perks & Benefits

  • 401(k) match
  • Comprehensive health, dental, & vision insurance
  • Life insurance & LTD coverage
  • Discretionary PTO (Flexible time off!)
  • Opportunities for internal growth & skill development

Join Our Team!

If you’re passionate about IT support and customer service, and want to grow with a team that values innovation and leadership, we want to hear from you!

Level 1 Service Desk Analyst - Remote, United States ID-9359

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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