Onsite Deskside Engineer - Durham, North Carolina

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.

Responsibilities and Duties

• Install and configure hardware and software.
• Respond to tickets in accordance with SLA guidelines.
• Record, track, and document the help desk request problem solving process including actions. taken through to the final resolution.
• Respond in timely manner to requests and issues.
• Repair and replace equipment as needed.
• Provide onsite and remote support to end users.
• Assist in AV setups as needed for meetings.
• Set up new workstations for users (deploying equipment, checking over account setups).
• Heavy use of Windows and Mac OS devices.
• Create documentation for staff for training purposes.
• Issue email, user can’t send and receive emails.
• Employee endpoint support and troubleshooting.
• Laptops.
• Tablets.
• Mac.
• Mobile device support and troubleshooting.
• Single sign-on/multi-factor authentication support.
• Printer, Wi-Fi and VPN support.
• Collaboration software support.
• Active Directory & Azure account administration and support.
• Resolve escalation of Tier 1 support tickets.
• Microsoft Office 365 account administration and support.

Desired Attributes and Experience

• Onboarding and offboarding management.
• Customer service mentality.
• Strong organizational and time management skills.
• Excellent verbal and written communication skills.
• Strong interpersonal skills.
• Solid understanding of computers, networks and software.
• Experience using MS Office applications: Word, Excel, Outlook.
• High attention to detail.
• Previous experience with ServiceNow or other ticketing system.
• Ability and willingness to work in a high-pressure environment.
• Ability and willingness to work in a collaborative team environment.
• Ability and willingness to quickly learn new technology and software.
• Ability to lift 50 lbs.

Benefits

• 401k match
• Comprehensive group health, dental, vision benefits
• Life insurance/LTD
• Discretionary PTO
• Salary: $70,000-$75,000

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.