Service Desk Analyst

Slipstream IT is seeking a Service Desk Analyst to deliver end-user support and manage customer incidents and requests using ticketing platforms. The onsite role in Blue Bell, PA focuses on troubleshooting authentication, software, and remote hardware issues while maintaining clear communication with end users.

Role Responsibilities

• Provide white-glove end user service desk support via phone, email, and chat.
• Track and manage incidents and requests in ServiceNow, Freshservice, or Zendesk.
• Complete and document daily ticket follow-ups with end users within the assigned ticketing system.
• Troubleshoot username and password issues.
• Perform uninstall and reinstall of approved software applications on end-user devices.
• Support Multifactor Authentication (MFA), Single Sign-On (SSO), and VPN connectivity.
• Provide software and application support for end users.
• Deliver remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories.
• Answer general how-to inquiries.

Required Qualifications

• CompTIA A+ certification.
• 2+ years of progressive experience in a Technical Support role within an MSP or call center IT support environment.
• Experience supporting Microsoft 365, Windows 10, and Active Directory.
• 1+ year Mac OS experience.
• Experience with the ServiceNow ticketing system.
• Experience with remote access tools including LogMeIn, TeamViewer, and Take Control.
• Experience remotely troubleshooting Windows hardware and software break/fix issues.
• Technical proficiency with Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, and WiFi.
• Knowledge of Active Directory, Azure, O365, MFA, SSO, networking, and server concepts.
• Understanding of call center metrics and KPIs.
• Ability to multi-task and work in a fast-paced environment.
• Strong technical troubleshooting and customer service skills.
• Strong verbal and written communication skills.
• College or technology school degree preferred.
• LinkedIn profile with active job history.

Preferred / Nice to Have

• Experience with Freshservice and/or Zendesk ticketing systems.

Work Location and Compensation

Location: Blue Bell, PA (onsite)
Compensation: USD 45,000 per year

Tools and Technologies

ServiceNow, Freshservice, Zendesk, Microsoft 365, Windows 10, Active Directory, Mac OS, LogMeIn, TeamViewer, Take Control, Multifactor Authentication, Single Sign-On, VPN, Mobile Device Management (MDM), Azure, O365, WiFi, iOS, Office, Windows