Introduction

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.

Certifications

*Candidate MUST have Apple Certifications.*

Responsibilities

• Communicating with client decision makers for on-boarding's, projects, and change requests.
• Monitoring ticket queue for emerging incidents that require T3 support for resolution.
• De-escalating tickets upon resolution to the T1-T2 team for communication back to end users.
• Updating tickets within ServiceNow with detailed documentation of the resolution, as well as researching/creating/updating Knowledge Base documentation for future reference.
• Maintaining patching schedules via RMM toolkit (primarily ConnectWise, but broad familiarity with other RMM tools is beneficial).
• Identifying enhancement opportunities in build processes to encourage simple, repeatable, quality-controlled configuration workflows.

Experience

• 3+ years of experience supporting Apple devices in an enterprise setting (preferably in mixed PC/Mac environments) as an IT Support Technician/Engineer in a Hardware Depot, Onsite Support, or general IT support environment.
• 2+ years of experience in endpoint configuration toolkits/MDM administration (Intune/Autopilot, Kanji, Addigy, AirWatch/Workspace One, Jamf, ManageEngine).
• Experience with Enterprise SSO and creation of installation/configuration packages in Intune.
• Familiarity with endpoint patching toolkits (ConnectWise RMM).
• Strong verbal and written communication skills.
• Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, & Wi-Fi.
• Familiarity with Best Documentation Practices.
• Familiarity with ServiceNow a plus.

Education & Certifications

• College or technology school degree preferred.
• *Candidate MUST have Apple Certifications.*

Traits

• Works well in collaborative issue-solving scenarios and enjoys assisting others.
• Strong attention to detail and process uniformity – approaches tasks from a quality control mindset to drive repeatable processes with expected behavior (and documented troubleshooting steps).
• Proactive initiative – pre-emptively identify and remediate potential issues.
• Solution-driven – passion to never give up until a solution is found.
• Lifelong learner – desire to continually absorb knowledge on new toolkits, processes, and best practices.

Shift

*Shift: Monday-Friday 8:00am-5:00pm EST*

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.