Job Description

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 opportunities for internal growth.

The IT Onsite Technician II / Subject Matter Expert serves as the primary escalation point and hands-on technical resource for end users. This role goes beyond break-fix support by combining strong technical troubleshooting with excellent customer service, clear communication, and process discipline. The ideal candidate can diagnose complex issues, create practical knowledge articles, improve support workflows, and help reduce recurring ticket volume through better documentation, training, and operational consistency.

Key Responsibilities

• Customer Service & End-User Support
  • Serve as a warm, professional point of contact for end users, ensuring a positive support experience at every touchpoint. Set accurate expectations, provide proactive updates on open issues, and manage issues to closure.
  • Provide deskside, walk-in, and remote support with a focus on timely resolution and clear communication.
  • Identify recurring issues and recommend sustainable fixes that improve the user experience and reduce repeat contacts.
• Knowledge Management & Documentation
  • Author clear, well-structured knowledge articles for recurring issues to support self-service and improve Level 1 consistency.
  • Design and maintain process flows for key IT workflows such as new hire setup, access requests, and equipment provisioning.
  • Review and update existing documentation to reflect current systems, tools, and procedures.
  • Translate recurring support issues into reusable job aids, quick-reference materials, and internal guidance.
  • Identify ticket trends and propose documentation or process improvements that reduce repeat contacts and improve support quality.
• Email & Outlook Support
  • Diagnose and resolve Outlook desktop and web client issues, including calendar sharing, inbox delegation, send-as and send-on-behalf permissions, and mailbox management.
  • Support shared and resource calendar setup, including leadership calendar access requests and related troubleshooting.
• Access & Identity Management
  • Troubleshoot and resolve MFA, Microsoft Authenticator, and password reset issues.
  • Support guest and external partner account provisioning and access governance.
  • Maintain accurate identity and access data in Microsoft Entra to support secure provisioning and lifecycle management.
  • Support role-based access requests and assist with periodic access review and remediation activities as needed.
• SharePoint & Collaboration Tools
  • Manage SharePoint permissions, external sharing configurations, and new site creation requests.
  • Troubleshoot SharePoint access errors, broken permission inheritance, and sync issues.
  • Guide site owners on access management best practices and basic permission governance.
  • Facilitate enterprise AI tool access and onboarding for Microsoft Copilot and ChatGPT licenses.
• Hardware & End-User Computing
  • Oversee device deployment processes for desktops, tablets, and mobile devices, including enrollment and configuration through Microsoft Intune and MDM.
  • Provide onsite support for printers and peripheral devices, including setup, troubleshooting, and issue resolution.
  • Troubleshoot and resolve issues with conference room and audiovisual equipment to support onsite meetings.
  • Coordinate equipment refresh, replacement, and recovery activities in partnership with internal teams or vendors.
  • Maintain accurate asset tracking and device status records.
• Software, Applications & Security
  • Assist with VPN client setup, troubleshooting, and Wi-Fi or LAN connectivity issues.
  • Support endpoint compliance and basic troubleshooting for managed device policies.
  • Support and improve the application onboarding process, including coordination, documentation, and end-user readiness.
  • Assist with software deployment coordination and license readiness for new or changing business needs.
• Onboarding & Offboarding Processes
  • Own the Day 1 IT experience for new hires and ensure employees are equipped and productive from the start.
  • Coordinate with HR, hiring managers, and application owners to ensure timely setup and secure offboarding.
  • Help validate that access, equipment, and distribution groups align to the employee’s role.

Required Qualifications

• 3+ years of IT support experience, with at least 1 year in a Level 2 or senior technician role.
• Experience supporting end users in a regulated life sciences or pharmaceutical environment, with familiarity with GxP principles and validation-adjacent IT practices.
• Demonstrated expertise in Microsoft 365, including Outlook, SharePoint, Teams, Microsoft Entra, and Intune.
• Strong working knowledge of Windows 10/11 desktop environments.
• Experience with MFA solutions, identity management, and access provisioning workflows.
• Hands-on hardware experience: imaging, device deployment, printer/peripheral support.
• Proven ability to write KBAs and process documentation for both technical and non-technical audiences.
• Excellent written communication skills - able to draft professional, clear, and concise emails and tickets.
• Outstanding customer service skills with a track record of high user satisfaction.

Preferred Qualifications

• Microsoft 365 Certified: Modern Desktop Administrator Associate or equivalent.
• Familiarity with ServiceNow or a comparable ITSM ticketing platform.
• Experience with process mapping tools (e.g., Visio, Lucidchart, draw.io).

What we’re looking for

• Customer Focus
  • Treats every interaction as an opportunity to build trust; follows up proactively and owns issues to resolution.
• Communication
  • Writes clear KBAs and emails; explains tech concepts without jargon; adapts tone for the audience.
• Problem Solving
  • Diagnoses root cause before applying fixes; escalates with full context when needed.
• Documentation
  • Consistently produces accurate, reusable KBAs and process flows without being asked.
• Collaboration
  • Works effectively with Level 1 agents, the security team, and department stakeholders.
• Initiative
  • Identifies recurring ticket patterns and drives process improvements proactively.

Benefits

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

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