Slipstream IT · 2 months ago
Onsite Service Desk Technician-San Diego, CA
San Diego, CA
Full-time
Onsite
Entry Level
$40K/yr - $45K/yr
1+ years expSlipstream IT is focused on providing managed solutions for emerging pharma and biotech organizations. The IT Service Desk Technician will be the first point of contact for employees seeking technical help, responsible for triaging, resolving, and escalating incidents while ensuring high-quality customer service.
ConsultingInformation ServicesInformation Technology
Responsibilities
Monitor ServiceNow queues; acknowledge new incidents/requests within SLA
Pick up tickets from chat/phone/email/portal; perform initial triage and troubleshooting
Handle AD account tasks (create/modify/disable, group membership, unlocks, password resets)
Support Windows/macOS, M365 (Outlook/Teams/OneDrive), VPN/MFA, printers, and peripherals
Enroll devices via Intune or Jamf; resolve basic compliance/profile issues
Document steps to reproduce, resolution notes, and user communications in ServiceNow
Escalate to L2/L3 with complete context and testing notes; follow through until closure
Contribute or update knowledge articles for recurring issues and ‘how-to’ guides
Application support specifically 101 understanding of Veeva and support the client's Veeva access/administration requests
Serve as initial contact and accurately log/categorize/priority tickets in ServiceNow
Perform AD user lifecycle tasks and M365 basic administration (mailbox, aliases, Teams/OneDrive issues)
Troubleshoot endpoints (Windows/macOS) and standard software packages
Support remote access (VPN clients, MFA/SSO), Wi-Fi connectivity, and simple network printer issues
Assist with device imaging, re-provisioning, break/fix, and asset handling/tags
Deliver empathetic, clear communications; manage expectations and de-escalate when needed
Work within ITIL processes (Incident, Request, Problem basics) and comply with security policies
Participate in shift coverage, occasional after-hours, or weekend support as required
Qualification
Required
1–2 years in a service desk/help desk or customer-facing tech support role (internships count)
Hands-on with ServiceNow (or similar ITSM), Active Directory, Microsoft 365, and Intune/JAMF basics
Windows/macOS, M365/O365 apps, MFA/VPN, SSO basics, printers/peripherals
Excellent verbal/written communication and documentation skills
Comfort with ticket triage, prioritization, SLAs/OLAs, and detailed notes
Preferred
Certifications: CompTIA A+, ITIL® 4 Foundation, HDI Support Center Analyst, Microsoft Fundamentals (MS-900/MD-900)
Basic scripting (PowerShell/bash) for repetitive tasks and simple automations
Familiarity with Okta/Azure AD, Zoom/Webex admin, SCCM/Autopilot, JAMF Pro, or similar tools
Security: phishing triage, disk encryption, and least-privilege concepts
Benefits
401k match
Comprehensive group health, dental, vision benefits
Life insurance/LTD
Discretionary PTO
Company
Slipstream IT
Slipstream IT provides IT outsourcing, managed services, and consulting services for emerging biotech and pharma companies.
201-500 employees
H1B Sponsorship
Slipstream IT has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (7)
2023 (1)
2022 (1)
2021 (4)
Funding
Current Stage
Growth StageTotal Funding
unknown2025-08-05Private Equity
Leadership Team
Brandon McKay
Chief Executive Officer
Recent News
globallegalchronicle.com
2025-08-08
Company data provided by crunchbase