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.
Job Summary
The IT Service Desk (L1) agent is the first point of contact for employees seeking technical help. You will triage, resolve, and escalate incidents and requests in ServiceNow, with an emphasis on customer service, documentation quality, and meeting SLAs. This role suits someone who enjoys problem solving, communicating clearly, and leaving users feeling supported.
Role Purpose & Impact
- Restore service quickly and accurately, minimizing business disruption.
- Improve self-service and ticket deflection by contributing clear, reusable knowledge.
- Capture high-quality data (categorization, CI, impact/urgency) to enable reporting and root-cause analysis.
- Be the voice of IT—set expectations, educate users, and escalate effectively when needed.
Responsibilities
- Monitor ServiceNow queues; acknowledge new incidents/requests within SLA.
- Pick up tickets from chat/phone/email/portal; perform initial triage and troubleshooting.
- Handle AD account tasks (create/modify/disable, group membership, unlocks, password resets).
- Support Windows/macOS, M365 (Outlook/Teams/OneDrive), VPN/MFA, printers, and peripherals.
- Enroll devices via Intune or Jamf; resolve basic compliance/profile issues.
- Document steps to reproduce, resolution notes, and user communications in ServiceNow.
- Escalate to L2/L3 with complete context and testing notes; follow through until closure.
- Contribute or update knowledge articles for recurring issues and ‘how-to’ guides.
- Application support specifically 101 understanding of Veeva and support the client's Veeva access/administration requests.
- Serve as initial contact and accurately log/categorize/priority tickets in ServiceNow.
- Perform AD user lifecycle tasks and M365 basic administration (mailbox, aliases, Teams/OneDrive issues).
- Troubleshoot endpoints (Windows/macOS) and standard software packages.
- Support remote access (VPN clients, MFA/SSO), Wi-Fi connectivity, and simple network printer issues.
- Assist with device imaging, re-provisioning, break/fix, and asset handling/tags.
- Deliver empathetic, clear communications; manage expectations and de-escalate when needed.
- Work within ITIL processes (Incident, Request, Problem basics) and comply with security policies.
- Participate in shift coverage, occasional after-hours, or weekend support as required.
Qualifications
- 1-2 years in a service desk/help desk or customer-facing tech support role (internships count).
- Hands-on with ServiceNow (or similar ITSM), Active Directory, Microsoft 365, and Intune/JAMF basics.
- Windows/macOS, M365/O365 apps, MFA/VPN, SSO basics, printers/peripherals.
- Excellent verbal/written communication and documentation skills.
- Comfort with ticket triage, prioritization, SLAs/OLAs, and detailed notes.
Nice-to-Haves
- Certifications: CompTIA A+, ITIL® 4 Foundation, HDI Support Center Analyst, Microsoft Fundamentals (MS-900/MD-900).
- Basic scripting (PowerShell/bash) for repetitive tasks and simple automations.
- Familiarity with Okta/Azure AD, Zoom/Webex admin, SCCM/Autopilot, JAMF Pro, or similar tools.
- Security: phishing triage, disk encryption, and least-privilege concepts. Success Metrics (KPIs)
- First Contact Resolution (FCR) and Customer Satisfaction (CSAT).
- SLA attainment for response and resolution times.
Benefits
- 401k match
- Comprehensive group health, dental, vision benefits
- Life insurance/LTD
- Discretionary PTO
- Salary: $50,000-$55,000
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.