Onsite Desktop Support Engineer

2 days ago

San Francisco CA United States Slipstream IT, LLC Full time

At Slipstream IT 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.

Responsibilities
  1. Provide Tier I/II level support to users on site for computer and software incident troubleshooting and service requests.
  2. Provide Zoom audio-visual conference room and meeting support.
  3. Perform Install Add Move Change (IMAC) requests by configuring and deploying end-user computers and peripherals.
  4. Escalate all unresolved issues to more senior IT specialists or leadership.
  5. Achieve or exceed defined Service Level Agreements for Incidents and Service Requests.
  6. Participate in the on-call rotation that may include after-hours onsite visits or remote troubleshooting.
  7. Receive technical requests by phone, email and walk-up.
  8. Identify and determine severity of problems.
  9. Troubleshoot and apply a full range of corrective actions.
  10. Initiate work orders to the appropriate Information Technology staff members or contact vendors to resolve issues.
  11. Maintain problem-resolution plans using specialized software.
  12. Track problems to technical resources or vendors.
  13. Keep users updated on problem-resolution status.
  14. Document all user requests, incidents and events, including problems and resolutions in the ITSM tracking system.
  15. Participate in the preparation of reports on user support trends and user satisfaction.
  16. Participate in the creation and maintenance of knowledge articles as part of the service desk management system.
  17. Perform various user account maintenance functions including setting up user profiles, managing password changes, account verifications and on/off-boarding activities.
  18. Perform initial IT overview during new hire orientation introducing new hires to a variety of IT services and technologies.
  19. Conduct IT tutorials/trainings for a variety of IT services.
  20. Participate in various asset management functions.
  21. Active Directory
  22. O365 Admin
  23. Box Technology
  24. Workspace One
  25. Carousel Digital Signage
  26. OKTA
  27. Understand local admin access to PCs

Slipstream IT 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 IT 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.

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