At Slipstream, 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.

Job Summary

We are seeking a motivated and service-oriented Onsite Support Analyst to provide day-to-day IT technical support across endpoint, identity, and collaboration platforms. This role is responsible for supporting end users, resolving incidents and service requests, and contributing to a secure, compliant, and efficient IT environment.

The Onsite Support Analyst will work within a modern IT ecosystem including ServiceNow (ITSM), Okta (Identity & Access Management), Microsoft 365, endpoint management platforms, and cybersecurity tooling, while supporting both GxP and non-GxP systems where applicable.

We are seeking a motivated Associate Analyst who will be responsible for providing general IT technical support - including hardware, software, and remote access – and delivering exceptional customer service. The position also manages the delivery of IT services based on ticket assignment, escalates and tracks calls through resolution, and ensures service level agreements are met on a daily basis.

Responsibilities

• Provide Tier 1 & Tier 2 technical support for hardware, software, and access-related issues across Windows, macOS, & mobile devices.
• Troubleshoot and resolve issues related to Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) and other business applications.
• Manage incidents and service requests through ServiceNow, ensuring accurate documentation, prioritization, and timely resolution in line with SLAs.
• Configure, deploy, maintain, and support endpoint devices using modern management tools (e.g., Intune, JAMF, or equivalent).
• Support user provisioning, deprovisioning, and access management through Okta, Active Directory, and/or Entra ID, including SSO and MFA troubleshooting.
• Maintain endpoint security posture by supporting security tools, applying patches, and ensuring compliance with company policies.
• Configure, repair, and maintain IT hardware, peripherals, and mobile devices while tracking and managing asset inventory.
• Support onboarding and offboarding processes, including device setup, access provisioning, and user readiness.
• Collaborate with IT Infrastructure, Security, and Application teams to resolve issues and improve service delivery.
• Contribute to documentation, knowledge base articles, and standard operating procedures.
• Identify opportunities to improve processes, enhance automation, and optimize the end-user experience.
• Deliver excellent customer service and communicate effectively with users at all levels of the organization.

Qualifications & Technical Skills

• Bachelor’s degree in Information Technology or related technical discipline.
• 1-3 years of experience in IT support, service desk, or technical support role.
• Strong troubleshooting and analytical skills in a networked environment.
• Experience supporting Windows 10/11 and macOS operating systems.
• Proficiency with Microsoft 365 applications (Outlook, Teams, OneDrive, & SharePoint).
• Familiarity with identity and access management platforms (Okta, Active Directory, & Entra ID).
• Experience with IT service management tools (ServiceNow preferred).
• Basic knowledge of endpoint management solutions (Intune, JAMF, or similar).
• Understanding of cybersecurity fundamentals (MFA, endpoint protection, & phishing awareness).
• Knowledge of networking basics (DNS, DHCP, IP addressing, & VPN connectivity).
• Experience with hardware support, device imaging, and asset inventory management.
• Strong written and verbal communication skills with a customer service focus.
• Ability to manage multiple tasks, prioritize effectively, and follow through to resolution.
• High attention to detail with accurate documentation and ticket updates.
• Ability to work independently and collaboratively within a team environment.
• Willingness to learn new technologies and adapt to evolving IT environments.

Preferred Qualifications

• Experience in biotech, pharmaceutical, or regulated (GxP) environments.
• Strong collaboration and communication across teams and stakeholders.
• Ownership and accountability for tasks through full resolution.
• Ability to prioritize, meet SLAs, and maintain accurate documentation.
• Proactive mindset focused on process improvement and automation.
• Adaptability and willingness to learn new technologies.
• High integrity with adherence to security, compliance, and company standards.
• Attention to detail and commitment to quality work.
• Customer-focused approach with an understanding of business impact.

Benefits

• 401k match
• Comprehensive group health, dental, vision benefits
• Life insurance/LTD
• Discretionary PTO
• Salary: $75,000-$80,000

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.