Service Desk Analyst

Slipstream IT

. Provide white-glove End User Service Desk Support via phone, email, SMS, and chat .

Posted 10/12/2026full-timeRemote • Pennsylvania • United StatesJuniorMid-Level💰 $40,000 - $45,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing End User Service Desk Support, managing ticketing systems, and administering Microsoft 365 and Active Directory. Proficient in troubleshooting hardware and software issues while delivering exceptional customer service in a fast-paced environment.

Highest-signal resume keywords

CompTIA A+ CertificationServiceNow Ticketing System ExperienceActive Directory AdministrationMicrosoft 365 AdministrationTechnical Troubleshooting Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportActive DirectoryMicrosoft 365ServiceNowOkta AdministrationRemote TroubleshootingWindows Hardware SupportMac OS SupportMultifactor AuthenticationVPN Technologies

Soft Skills

Customer Service SkillsVerbal Communication SkillsWritten Communication SkillsMulti-tasking AbilityUnderstanding of Complex Documentation

Tools & Technologies

ServiceNowFreshServiceZendeskOffice 365ConnectWiseVeevaMobile Device Management (MDM)SharePointEntraOkta

Certifications & Qualifications

CompTIA A+ Certification

Industry Keywords

ITIL FrameworkCall Center MetricsKPI UnderstandingEnd User SupportRemote Access Tools

Tech Stack

Tools & technologies

iOSServiceNow

About the role

Key responsibilities & impact

Provide white-glove End User Service Desk Support via phone, email, SMS, and chat
Manage an open ticket queue including Incidents, Requests, Tasks, and Changes across ServiceNow, FreshService, and Zendesk
Document all incoming and outgoing communications with customers, including daily ticket follow-ups
Perform resets in Active Directory, Entra, Office 365 Admin, and Okta
Uninstall and reinstall approved software applications on devices
Support Multifactor Authentication, SSO Applications, and VPN technologies
Support industry-standard applications such as Veeva
Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories
Administer Office 365, including Distribution List management and Shared Mailbox support
Manage Adobe license administration and user provisioning
Perform Okta administration, including user lifecycle management and application assignments
Manage SharePoint access, permissions, site access, and group membership
Onboard and offboard client employees via AD, Entra, or other supplied software

Requirements

What you’ll need

CompTIA A+ certification or equivalent
2-3 years of progressive experience in a Technical Support role with an MSP or call center IT support environment
1+ year Mac OS experience
1+ year of supporting VIP or C level executives
Understand of the ITIL framework
Experience supporting Microsoft 365 applications and M365 Admin
Experience with Microsoft SharePoint form and access management
Experience with Active Directory and Microsoft Entra
Experience with ServiceNow ticketing system; additional ticketing systems are a plus
Experience with remote access tools such as ConnectWise; additional remote tools are a plus
Experience with Okta administration
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
Understanding of call center metrics and KPIs
Ability to multi-task and experience working in a fast-paced environment
Ability to follow and understand complex documentation
Strong technical troubleshooting and customer service skills
Strong verbal and written communication skills

Benefits

Comp & perks

401k match
Comprehensive group health, dental, vision benefits
Life insurance/LTD
Discretionary PTO