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.

This is a key position responsible for ensuring the absolute best technical service and support is provided to Bridgebio employees. This position will be for a L2/L3 role for technical escalations that cannot be handled by L1. The main location is in San Francisco, CA and a secondary location in Palo Alto. Some sample issues would be an O365 migration, troubleshooting files shares, basic Sharepoint issues, etc.

Responsibilities

• Works on extremely complex problems in which analysis of situations or data requires and evaluation of intangible variables.
• Provides second level support to all individuals in the end user support organization.
• Exercises independent judgment in developing methods, techniques and evaluation criteria for obtaining results.
• Acts independently to determine methods and procedures on new assignments, making recommendations to management when unable to resolve issues.
• Shortens time, reduces cost and improves quality of technical support and issue resolution for staff and partners and drives this improvement through the entire desktop support team.
• Manages and drives process improvement through implementation of new and refinement of existing Desktop Systems.
• Coordinates the testing, preparing, and deploying of new software, enhancements and upgrades.
• Coordinates implementations and helps implement new software and hardware upgrades.
• Researches, tests, and resolves complex desktop hardware and software problems expeditiously and with minimum disruption to day-to-day business.
• Tracks all issues and presents reports to his/her manager outlining issues, escalations and projects.

Required Skills:

• 3+ years of experience as a Service Desk technician.
• Great understanding of computer systems, mobile devices and other technology product.
• Ability to diagnose and resolve basic technical issues as well as researching new ones.
• Excellent working knowledge of MS Active Directory, Office 365 administration, Microsoft Office Suite, Windows, and PC hardware. Experience working with or great understanding of Okta, Zoom, Mimecast, SharePoint and MDM solutions.
• Excellent organizational, communication, time management, problem-solving and customer-service skills.
• Ability to understand and execute technical manuals, documentation, and guides.
• Must have strong customer service skills, including ability to listen, interpret and explain IT related issues and concept in non-technical terms. Must have excellent verbal and written communication skills.
• Team-orientated and available for evening/weekend work when necessary.
• Computer-related qualifications and certifications will be viewed favorably.
• Must be able to lift up to 50 lbs.

Benefits

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

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.