service desk specialist

K2 Services

<div>
 <strong>
  Service
 </strong>
 <strong>
  Desk Analyst (Remote - U.S.)
  <br/>
  <br/>
 </strong>
 Jumpstart your career in the dynamic Legal/IT sector with K2 Services as a Service Desk Analyst!
 <br/>
 <br/>
 We offer a comprehensive training program to every incoming Service Desk Analyst to be successful in supporting our law firm clients.
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 <br/>
 K2 prepares you to work in a fast pace, agile, customer service-oriented environment while working collegially and collaboratively with a world-class Service Desk team.
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 Career opportunities abound both within the Service Desk Department as well as more hands-on engineering roles for those looking for a more technical tract.
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 <br/>
 <strong>
  The position comes with a full array of benefits, health insurance and matching 401k, and many more perks.
  <br/>
  <br/>
 </strong>
 <strong>
  This opportunity is remote! The first week will be spent with our dedicated Service Desk Training team Monday through Friday 9:00 AM to 5:30 PM CST before moving to their working shift schedule.
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   We are looking for candidates who are able to work any days of the week (any combination of days Monday through Sunday) 2nd and 3rd shift preferred.
  </li>
  <li>
   Compensation starts between $36k-$39k annual with a 10% Shift Differential for weekends and evenings after 5pm.
   <br/>
   <br/>
  </li>
 </ul>
 The
 <strong>
  Service Desk Analyst
 </strong>
 provides technical support related to computer systems, hardware, or software via telephone, email, and chat tools. This position is fast-paced and multi-task intensive, requiring quick decision-making and top-notch customer service skills.
 <br/>
 <br/>
 <strong>
  Essential Duties And Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Serve as the first point of contact to customers seeking help for hardware, software, network, or other technical and non-technical issues.
  </li>
  <li>
   Provide over-the-phone, email, and chat support.
  </li>
  <li>
   Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue.
  </li>
  <li>
   Use of screen sharing and remote-control tools to properly vet, collect and evaluate the customer&rsquo;s reported issue.
  </li>
  <li>
   Properly ticketing all customer requests with detailed information regarding the issue reported. Service Desk Analysts are expected to provide accurate, descriptive, and complete information in all tickets to successfully relay information back to the customer or other support team members.
  </li>
  <li>
   Maintain a regular and reliable level of attendance.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Knowledge Skills And Abilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   High School Diploma or equivalent.
  </li>
  <li>
   Strong verbal, written, and typing skills.
  </li>
  <li>
   Excellent customer service skills, efficiency, multi-tasking skills, and patience are key to any Service Desk Analyst&rsquo;s success.
  </li>
  <li>
   Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment.
  </li>
  <li>
   Ability to act independently and make decisions within the scope of the position&rsquo;s responsibilities.
  </li>
  <li>
   Always display the utmost professionalism with team members as well as end-users.
  </li>
  <li>
   Ability to function well in a high-paced and at times stressful environment.
  </li>
  <li>
   Ability to think strategically and analytically to troubleshoot and resolve issues quickly and/or provide successful alternative methods until a permanent resolution can be found.
  </li>
  <li>
   Proactive with the ability to identify, define, and perform remote troubleshooting of computer/technical issues through remote control tools while asking pertinent questions.
  </li>
  <li>
   Exhibit a high degree of initiative, follow-through, and critical-thinking skills with the ability to manage multiple priorities in a demanding, fast-paced, meticulous work environment, and make decisions based on the results of research.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 Prolonged periods of sitting at a desk and working on a computer
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 <br/>
 Will require Intune &ldquo;Mobile Device Management&rdquo; software installed on a personal device(s)
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 <br/>
 <strong>
  K2 SERVICES IS AN EQUAL OPPORTUNITY EMPLOYER
 </strong>
 Diversity and inclusion matter to us here at K2 Services Associates. We celebrate our differences and advocate an environment where everyone feels included. We are proud to be an equal opportunity employer &ndash; and celebrate our employees&rsquo; differences, including race, color, religion, sex, national origin, citizenship, marital status, sexual orientation, gender identity, age, disability, Veteran status, or any other protected group status. Our differences make us better, stronger, and more successful. Equal employment opportunity extends to all aspects of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensations, benefits, and other terms and conditions of employment.
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 <br/>
 Opensity Solutions is an Equal Opportunity Employer.
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 We are committed to creating an inclusive workplace and consider all qualified applicants for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws. Employment decisions are based on qualifications, merit, and business needs.
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</div>


Service Desk Analyst - Remote (After Hours)

Nordic Consulting

<p></p><div><p>Make a difference. Be happy. Grow your career.</p><p></p><h1 class="jobSectionHeader"><b>
Job Summary</b></h1><p>
The Clinical Service Desk Agent is responsible for providing day-to-day technical support to employees for a range of hardware and software-related systems. The agent responds to and diagnoses problems through discussion with users, which includes troubleshooting, fault rectification, and problem escalation. The agent provides effective and timely resolution of users&rsquo; problems, queries, or complaints. The agent assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.</p><h1 class="jobSectionHeader"><b>
CLINICAL SERVICE DESK AGENT I</b></h1><p></p><p>
The Clinical Service Desk Agent answers calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team. Utilize excellent customer service skills and exceed customers&rsquo; expectations.
</p><p></p><h2 class="jobSectionHeader"><b>Key Responsibilities</b></h2><p>
The Clinical Service Desk Agent will be responsible for, but not be limited to:</p><ul><li>
Providing a high level of professionalism and customer service</li><li>
Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs</li><li>
Taking end user calls regarding questions or issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed</li><li>
Walking end user through problem solving or workflow process</li><li>
Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)</li><li>
Quickly identify and escalate high-priority issues to appropriate team</li><li>
Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues</li><li>
Maintaining and expanding knowledge of help desk procedures and services</li><li>
Making good faith effort at resolving more complex ends user issues</li><li>
Collaborating and interfacing with all members of the Service Desk.</li><li>
Working efficiently and reliably in unsupervised and varying environments</li><li>
Adhering to policies and procedures such as HIPAA and client notification expectations</li><li>
Attending and participating in team meetings</li><li>
Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested</li></ul><p></p><h2 class="jobSectionHeader"><b>
Skills And Experience</b></h2><ul><li>
2+ years customer service experience required</li><li>
1 + years&rsquo; experience working in a call center required</li><li>
Basic understanding of Healthcare Terminology and Basic IT competencies required</li><li>
EHR knowledge and/or experience, preferred</li><li>
Excellent customer service and communication skills, written and verbal</li><li>
Ability to maintain calm and professional composure in stressful environments</li><li>
Proficient in English to support our clients&rsquo; needs. Spanish is a plus</li><li>
Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills</li><li>
Ability to apply problem solving skills across repetitive tasks</li><li>
Ability to work nights and weekends, depending on assigned shift</li><li>
Strong attention to detail and ability to organize</li><li>
Must be able to work independently, as well as within a team environment</li><li>
Must demonstrate and embody Nordic&rsquo;s maxims</li></ul><p></p><h2 class="jobSectionHeader"><b>
Additional Details</b></h2><ul><li>
Ability to travel up to 5% of the time</li></ul><p></p><p><b>
Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.</b></p></div>

Clinical Service Desk Agent I

Collaboredge

<div><div><div><b>Short Description:</b></div>
<div></div>
<div>The Helpdesk Specialist is a first level rep to the OCTO technical support team. They answer a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion. Onsite:3 Days-12 hrs. shifts/1 Day every other week 8hrs</div>
<div></div>
<div><b>Complete Description:</b></div>
<div></div>
<div>The Office of the Chief Technology Officer is seeking a first level technical support representative. Who will be responsible for answering a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion. Please view the roles and responsibilities below:
<br>
<br>
Work Arrangement / Schedule
<br>
<br>
Onsite - 6 PM - 6 AM: 3 Days-12 hrs shifts
<br>
<br>
Sunday: 9 AM - 6 PM: 1 Day every other week 8hrs
<br>
<br>
<b>Customer Support Entry Roles and Responsibilities</b><br>
</div>
<div>i. Answer calls in a dynamic IT operations environment, supporting multiple agencies</div>
<div><br>
ii. Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbia</div>
<div><br>
iii. Log and route service requests and incidents in an incident management system</div>
<div><br>
iv. Create and maintain knowledge articles in the agency's knowledge management system on a daily basis<br>
v. Provide a high level of customer service to end users on a daily basis</div>
<div><br>
vi. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications</div>
<div><br>
vii. Troubleshoot issues related to agency specific applications and web applications</div>
<div><br>
viii. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets</div>
<div><br>
ix. Collaborate with the IT leadership team to select and implement cost-effective technology for District</div>
<div><br>
x. Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests</div>
<div><br>
xi. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents</div>
<div><br>
xii. Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources</div><div><br>
<br>
</div><div><b>Candidate Skills Matrix:</b></div>
<div></div>
<div><i>Following sections are to be filled by the candidate:</i></div>
<div></div>
<div><b>Skills</b> | <b>Required/Desired</b> | <b>No. of Years</b> | <b>How many years of experience candidate has?
</b><br>
Bachelor&rsquo;s degree in IT or related field or equivalent experience | Required | 5 |
<br>
Customer service support experience in either a face to face or phone support role. | Required | 2 |
<br>
Excellent written and verbal communication skills in a professional setting | Required | 2 |
<br>
Provide technical support to computer system users by telephone, email, and etc. | Required | 1 |
<br>
Maintain computers, systems, and printers in a professional setting | Required | 1 |
<br>
Expertise in supporting desktop operating systems (Windows 10, 11, and Mac OSX 10.10.x) | Required | 1 |
<br>
Install and troubleshoot computer operating systems (Windows 10, 11, and Mac OSX 10.10.x) | Required | 1 |
<br>
Experience providing technical support in a call center environment where the candidate received multiple calls at once. | Required | 1 |
<br>
Provide customer-oriented results and build an efficient end-user support environment. | Required | 1 |
<br>
Experience with basic Active Directory functions such as account creations, password resets, and OU Management | Required | 1 |
<br>
Knowledge of Microsoft Office Suite (Office 365) | Required | 1 |
<br>
A Microsoft Certifications: MCP, Windows, 10, CompTIA A+ etc. | Highly desired | |</div><br>
<div></div>
<div></div>
<div><b>Background check:</b>
</div>
<div></div><ul><li>Extensive criminal history background check will be required. We cannot submit candidates with recent histories (go back seven years) of extensive driving, drug, robbery or any other illegal activity. Any criminal activity on the background check will eliminate the candidate from consideration. If selected, please make certain that you inform all candidates that they will have to complete this criminal background check prior to starting. NATIONAL background checks are required; Federal background checks are NOT compliant under this contract. A national background check is a national criminal background check that pulls criminal records from State and County Courts in almost every US State.</li></ul></div></div>

OCTO - Helpdesk Specialist Entry

West Virginia University

<div></div><div><div><p>The Department of Information Technology Services at West Virginia University is currently accepting applications for a Service Desk Technician.</p><p><b>
About the Opportunity</b></p><p>
This is a tier 1, front line position at the Service Desk. They are the interface between the customer and ITS. They assist the customers with incident resolution or getting their service request fulfilled. This is a remote worker position who communicates via phone or an electronic interface.</p><p><b>
Pay Grade: </b>15</p><p><b>
Starting Wage:</b> $19.00 / hour</p><p><b>
Shift: </b>Monday through Friday, 8:30 a.m. to 5:00 p.m. EST</p><p>
We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:</p><ul><li>
37.5-hour work week</li><li>
13 paid holidays (staff holiday calendar)</li><li>
15 annual leave (vacation) days per year or more based on years of service (employee leave)</li><li>
18 sick days per year (for when you&rsquo;re ill, for when you need time to care for sick family, for your own, or your family&rsquo;s, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)</li><li>
WVU offers a range of health insurance and other benefits</li><li>
401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ&rsquo;s.</li><li>
Wellness programs</li></ul><p><b>
What You'll Do</b></p><p><b>
Technical Support</b></p><ul><li>
Incident Resolution: Delivers telephone-based or electronic support to WVU community including, students, faculty, administrators, staff located in Morgantown as well as satellite campuses in Charleston, Parkersburg, Keyser, Beckley and each of the 55 WVU Extension offices. Provides first-level technical support for numerous software applications including, but not limited to Microsoft Office, email systems, and software specifically designed for WVU such as, MAP, MIX and Star/Banner, eCampus, including WVU wireless networking support.</li><li>
Provides on-site information technology support to WVU administrators and staff who are experiencing a wide variety of needs ranging from software installation and configuration to complex problem resolution.</li></ul><p><b>
Skills Currency</b></p><ul><li>
Maintains currency on advancements and changes in supported applications, general computer technology and in the ITIL best practices framework.</li><li>
Seeks and embraces opportunities to enhance existing skillsets. May be required to acquire additional specialties when practicable.</li><li>
Other duties as assigned.</li></ul><div>
</div></div><div><b>
Qualifications</b><div>
</div><ul><li>
Associate degree in computer science or a related field or equivalent combination of education and experience</li><li>
A minimum of two (2) years of experience in each of the following:<ul><li>
Technical experience in a computer-related customer support field</li><li>
Customer Service</li></ul></li><li>
Any equivalent combination of related education and/or experience will be considered.</li><li>
All qualifications must be met by the time of employment.</li></ul><p><b>
Knowledge, Skills, &amp; Abilities</b></p><ul><li>
Must be able to provide advanced support for various hardware platforms, operating systems, and software packages.</li><li>
Complex problem-solving skills and excellent research skills are required.</li><li>
Must be able to articulate clearly and concisely to a wide variety of multi-cultured users.</li><li>
Excellent customer service is essential.</li><li>
The candidate must be courteous, display a positive attitude and a genuine concern for the end user.</li><li>
Must be able to pay attention to detail, work independently as well as part of a team; be dependable, discreet, and trustworthy. Must work closely with other SD staff on maintaining required ITSM skillsets.</li><li>
The incumbent must be courteous, display a positive attitude and a genuine concern for the computer user.</li><li>
Must have the knowledge and ability in how to use tracking software, preferably the current ITSM tool, to process problem tracking, resolution, and responses for a Service Desk environment.</li></ul><div>
</div></div><div><b>
Requirements</b><div></div><p><b><br>
Physical Demands &amp; Physical Coordination</b></p><ul><li>
Lifting lightweight objects/bending and kneeling to file</li><li>
Lifting 20-40 lb computers and equipment</li></ul><div>
</div></div><div><b>
About WVU</b><div></div><p><br>
West Virginia University is a place of purpose and community. We take pride in our profound impact on the state of West Virginia and are committed to the personal and professional growth of our employees.</p><p>
From the groundbreaking R1 research at our flagship campus in Morgantown to the career-oriented programs at WVU Potomac State in Keyser, and the technology-intensive programs at WVU Tech in Beckley, the contributions of WVU employees resonate across the state, touching lives and shaping futures.</p><p>
At WVU, you will discover a supportive community that champions work-life balance and fosters a collaborative atmosphere. Our core values &mdash; service, curiosity, respect, accountability and appreciation &mdash; unite us as Mountaineers.</p><p>
Join us at West Virginia University, where your work will make a lasting impact. To learn more about WVU, visit wvu.edu.</p><p>
West Virginia University is an Equal Opportunity Employer. We invite all qualified applicants regardless of race, color, religion, sex, national origin, age, disability, genetic information, or Veteran status.</p><div><br>
</div></div><div><b>
Job Posting</b><b>:</b> Apr 13, 2026</div><div><b>
Posting Classification</b><b>:</b> Non-Classified</div><div><b>
Exemption Status</b><b>:</b> Non-Exempt</div><div><b>
Benefits Eligible</b><b>:</b> Yes</div><div><b>
Schedule</b><b>:</b> Full-time</div></div>

(Remote) Service Desk Technician - Information Technology Services

Slipstream IT

<div>
 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.
 <br/>
 <br/>
 Slipstream&rsquo;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.
 <br/>
 <br/>
 <strong>
  Job Summary
  <br/>
  <br/>
 </strong>
 The IT Service Desk (L1) agent is the first point of contact for employees seeking technical help. You will triage, resolve, and escalate incidents and requests in ServiceNow, with an emphasis on customer service, documentation quality, and meeting SLAs. This role suits someone who enjoys problem solving, communicating clearly, and leaving users feeling supported.
 <br/>
 <br/>
 <strong>
  Role Purpose &amp; Impact
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Restore service quickly and accurately, minimizing business disruption.
  </li>
  <li>
   Improve self-service and ticket deflection by contributing clear, reusable knowledge.
  </li>
  <li>
   Capture high-quality data (categorization, CI, impact/urgency) to enable reporting and root-cause analysis.
  </li>
  <li>
   Be the voice of IT&mdash;set expectations, educate users, and escalate effectively when needed.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Monitor ServiceNow queues; acknowledge new incidents/requests within SLA.
  </li>
  <li>
   Pick up tickets from chat/phone/email/portal; perform initial triage and troubleshooting.
  </li>
  <li>
   Handle AD account tasks (create/modify/disable, group membership, unlocks, password resets).
  </li>
  <li>
   Support Windows/macOS, M365 (Outlook/Teams/OneDrive), VPN/MFA, printers, and peripherals.
  </li>
  <li>
   Enroll devices via Intune or Jamf; resolve basic compliance/profile issues.
  </li>
  <li>
   Document steps to reproduce, resolution notes, and user communications in ServiceNow.
  </li>
  <li>
   Escalate to L2/L3 with complete context and testing notes; follow through until closure.
  </li>
  <li>
   Contribute or update knowledge articles for recurring issues and &lsquo;how-to&rsquo; guides.
  </li>
  <li>
   Application support specifically 101 understanding of Veeva and support the client's Veeva access/administration requests.
  </li>
  <li>
   Serve as initial contact and accurately log/categorize/priority tickets in ServiceNow.
  </li>
  <li>
   Perform AD user lifecycle tasks and M365 basic administration (mailbox, aliases, Teams/OneDrive issues).
  </li>
  <li>
   Troubleshoot endpoints (Windows/macOS) and standard software packages.
  </li>
  <li>
   Support remote access (VPN clients, MFA/SSO), Wi-Fi connectivity, and simple network printer issues.
  </li>
  <li>
   Assist with device imaging, re-provisioning, break/fix, and asset handling/tags.
  </li>
  <li>
   Deliver empathetic, clear communications; manage expectations and de-escalate when needed.
  </li>
  <li>
   Work within ITIL processes (Incident, Request, Problem basics) and comply with security policies.
  </li>
  <li>
   Participate in shift coverage, occasional after-hours, or weekend support as required.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   1&ndash;2 years in a service desk/help desk or customer-facing tech support role (internships count).
  </li>
  <li>
   Hands-on with ServiceNow (or similar ITSM), Active Directory, Microsoft 365, and Intune/JAMF basics.
  </li>
  <li>
   Windows/macOS, M365/O365 apps, MFA/VPN, SSO basics, printers/peripherals.
  </li>
  <li>
   Excellent verbal/written communication and documentation skills.
  </li>
  <li>
   Comfort with ticket triage, prioritization, SLAs/OLAs, and detailed notes.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Nice-to-Haves
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Certifications: CompTIA A+, ITIL&reg; 4 Foundation, HDI Support Center Analyst, Microsoft Fundamentals (MS-900/MD-900).
  </li>
  <li>
   Basic scripting (PowerShell/bash) for repetitive tasks and simple automations.
  </li>
  <li>
   Familiarity with Okta/Azure AD, Zoom/Webex admin, SCCM/Autopilot, JAMF Pro, or similar tools.
  </li>
  <li>
   Security: phishing triage, disk encryption, and least-privilege concepts. Success Metrics (KPIs)
  </li>
  <li>
   First Contact Resolution (FCR) and Customer Satisfaction (CSAT).
  </li>
  <li>
   SLA attainment for response and resolution times.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Benefits
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   401k match
  </li>
  <li>
   Comprehensive group health, dental, vision benefits
  </li>
  <li>
   Life insurance/LTD
  </li>
  <li>
   Discretionary PTO
  </li>
  <li>
   Salary: $45,000-$50,000
   <br/>
   <br/>
  </li>
 </ul>
 <em>
  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.
  <br/>
  <br/>
 </em>
 <em>
  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.
 </em>
</div>


Onsite Service Desk Technician - San Diego, California

<div><p>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.</p>
<p>Slipstream&rsquo;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.</p>
<p><b>Job Summary</b></p>
<p>The IT Service Desk (L1) agent is the first point of contact for employees seeking technical help. You will triage, resolve, and escalate incidents and requests in ServiceNow, with an emphasis on customer service, documentation quality, and meeting SLAs. This role suits someone who enjoys problem solving, communicating clearly, and leaving users feeling supported.</p>
<p><b>Role Purpose &amp; Impact</b></p>
<ul><li>Restore service quickly and accurately, minimizing business disruption.</li>
<li>Improve self-service and ticket deflection by contributing clear, reusable knowledge.</li>
<li>Capture high-quality data (categorization, CI, impact/urgency) to enable reporting and root-cause analysis.</li>
<li>Be the voice of IT&mdash;set expectations, educate users, and escalate effectively when needed.</li>
</ul>
<p><b>Responsibilities</b></p>
<ul><li>Monitor ServiceNow queues; acknowledge new incidents/requests within SLA.</li>
<li>Pick up tickets from chat/phone/email/portal; perform initial triage and troubleshooting.</li>
<li>Handle AD account tasks (create/modify/disable, group membership, unlocks, password resets).</li>
<li>Support Windows/macOS, M365 (Outlook/Teams/OneDrive), VPN/MFA, printers, and peripherals.</li>
<li>Enroll devices via Intune or Jamf; resolve basic compliance/profile issues.</li>
<li>Document steps to reproduce, resolution notes, and user communications in ServiceNow.</li>
<li>Escalate to L2/L3 with complete context and testing notes; follow through until closure.</li>
<li>Contribute or update knowledge articles for recurring issues and &lsquo;how-to&rsquo; guides.</li>
<li>Application support specifically 101 understanding of Veeva and support the client's Veeva access/administration requests.</li>
<li>Serve as initial contact and accurately log/categorize/priority tickets in ServiceNow.</li>
<li>Perform AD user lifecycle tasks and M365 basic administration (mailbox, aliases, Teams/OneDrive issues).</li>
<li>Troubleshoot endpoints (Windows/macOS) and standard software packages.</li>
<li>Support remote access (VPN clients, MFA/SSO), Wi-Fi connectivity, and simple network printer issues.</li>
<li>Assist with device imaging, re-provisioning, break/fix, and asset handling/tags.</li>
<li>Deliver empathetic, clear communications; manage expectations and de-escalate when needed.</li>
<li>Work within ITIL processes (Incident, Request, Problem basics) and comply with security policies.</li>
<li>Participate in shift coverage, occasional after-hours, or weekend support as required.</li>
</ul>
<p><b>Qualifications</b></p>
<ul><li>1&ndash;2 years in a service desk/help desk or customer-facing tech support role (internships count).</li>
<li>Hands-on with ServiceNow (or similar ITSM), Active Directory, Microsoft 365, and Intune/JAMF basics.</li>
<li>Windows/macOS, M365/O365 apps, MFA/VPN, SSO basics, printers/peripherals.</li>
<li>Excellent verbal/written communication and documentation skills.</li>
<li>Comfort with ticket triage, prioritization, SLAs/OLAs, and detailed notes.</li>
</ul>
<p><b>Nice-to-Haves</b></p>
<ul><li>Certifications: CompTIA A+, ITIL&reg; 4 Foundation, HDI Support Center Analyst, Microsoft Fundamentals (MS-900/MD-900).</li>
<li>Basic scripting (PowerShell/bash) for repetitive tasks and simple automations.</li>
<li>Familiarity with Okta/Azure AD, Zoom/Webex admin, SCCM/Autopilot, JAMF Pro, or similar tools.</li>
<li>Security: phishing triage, disk encryption, and least-privilege concepts. Success Metrics (KPIs)</li>
<li>First Contact Resolution (FCR) and Customer Satisfaction (CSAT).</li>
<li>SLA attainment for response and resolution times.</li>
</ul>
<p><b>Benefits</b></p>
<ul><li>401k match</li>
<li>Comprehensive group health, dental, vision benefits</li>
<li>Life insurance/LTD</li>
<li>Discretionary PTO</li>
<li><b>Salary: $45,000-$50,000</b></li>
</ul>
<p><i>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.</i></p>
<p><i>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.</i></p></div>

Atos

<div>
 <strong>
  About Atos
  <br/>
  <br/>
 </strong>
 The future is our choice
 <br/>
 <br/>
 Atos is a global leader in digital transformation with 110,000 employees in 73 countries and annual revenue of &euro; 12 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The Group is the Worldwide Information Technology Partner for the Olympic &amp; Paralympic Games and operates under the brands Atos, Atos|Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.
 <br/>
 <br/>
 The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.
 <br/>
 <br/>
 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Receiving incoming incidents and requests, logging them into tickets and resolving them in the appropriate timeframe.
  </li>
  <li>
   End user support (user management, mobile device support, laptop support, enterprise application support, software support)
  </li>
  <li>
   Hardware installation, transportation, addition, modification, replacement, and de-installation activities.
  </li>
  <li>
   Hardware Failure/Repair and Warranty periods.
  </li>
  <li>
   Liaise with Local/Global IT Teams as required to resolve failures, keeping the customer fully informed of next steps.
  </li>
  <li>
   Resolve IT issues when appropriate and in accordance with Help Desk policy.
  </li>
  <li>
   Manage relationships with third party vendors and follow up on requests submitted to these third parties.
  </li>
  <li>
   Coordinate referrals to appropriate technical, professional, or service personnel.
  </li>
  <li>
   Receive and prioritize issues and escalate using appropriate escalation procedures.
  </li>
  <li>
   Provide functional or task leadership.
  </li>
  <li>
   Coordinates special projects and system upgrades.
  </li>
  <li>
   Inform customers and/or management on the status of resolution efforts.
  </li>
  <li>
   Recommend system or process improvements, including procedures, training and improved documentation.
  </li>
  <li>
   To follow up on Hardware Lifecycle Management (Asset Management).
  </li>
  <li>
   Comply with physical and logical security requirements and report deficiencies.
  </li>
  <li>
   All other duties as assigned.
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Excellent English communication skills,
  </li>
  <li>
   Vocational Diploma/Short Course Certificate, bachelor&rsquo;s degree/University Degree in any field,
  </li>
  <li>
   At least 1 year experience,
  </li>
  <li>
   Strong analytical and problem-solving skills,
  </li>
  <li>
   Team-oriented with the ability to learn and act independently,
  </li>
  <li>
   Adaptable to established standards of practices,
  </li>
  <li>
   Excellent communication skills, both verbal and written,
  </li>
  <li>
   Excellent customer service skills, keeping the &ldquo;Customer First&rdquo; in all activities and communications,
  </li>
  <li>
   Eagerness to work in a global and multi-cultural, international team,
  </li>
  <li>
   A passion to implement, secure, maintain, and automate complex systems,
  </li>
  <li>
   Ability to think quickly and respond when things do not go as planned,
  </li>
  <li>
   Candidates with Enterprise/Network Operations Center, IT Service/Help Desk, etc. experience will be preferred.
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  What We Offer
  <br/>
  <br/>
 </strong>
 GPTW Certified Company
 <br/>
 <br/>
 Work from home most of the time as our customers are located all around the world
 <br/>
 <br/>
 <strong>
  Competitive Compensations And Benefits
  <br/>
  <br/>
 </strong>
 Flexible Benefit Program
 <br/>
 <br/>
 Private Health Insurance
 <br/>
 <br/>
 Life Insurance
 <br/>
 <br/>
 Performance Bonus
 <br/>
 <br/>
 Accolade Bonus
 <br/>
 <br/>
 Referral Bonus
 <br/>
 <br/>
 Transportation Allowance
 <br/>
 <br/>
 Meal Allowance
 <br/>
 <br/>
 Kindergarten Allowance
 <br/>
 <br/>
 Buddy Program
 <br/>
 <br/>
 Flexible working hours at Atos or home office
 <br/>
 <br/>
 Company SIM Card
 <br/>
 <br/>
 Days of annual leave above the legal minimum
 <br/>
 <br/>
 Atos University Access &ndash; Professional and personal development through continuous education and certification
 <br/>
 <br/>
 Wellbeing Days
 <br/>
 <br/>
 Friendly Working Environment
 <br/>
 <br/>
 BYOD - Bring Your Own Mobile Device Campaign
 <br/>
 <br/>
 Here at Atos, we want all our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all our employees have an equal opportunity to contribute and feel that they are exactly where they belong.
 <br/>
 <br/>
</div>


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