Role Description 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. - Provide white-glove, End User Service Desk Support via phone, email, and chat. - Manage incidents and requests within the ServiceNow, Freshservice or Zendesk ticketing systems. - Perform and document daily ticket follow-ups with end users within respective ticketing system. - Resolve username and password problems. - Perform uninstall/reinstall of approved software applications to devices. - Provide Multifactor Authentication, Single Sign-On and VPN Support. - Perform software and application support. - Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers and accessories. - Provides support for general “how-to” inquiries. Qualifications - CompTIA A+ certification. - Experience supporting Microsoft 365, Windows 10, and Active Directory. - 1+ year Mac OS experience. - Experience with the ServiceNow ticketing system. - Experience with Freshservice and/or Zendesk ticketing systems a plus. - Experience with remote access tools such as LogMeIn, TeamViewer, and Take Control. - Experience Remotely troubleshooting windows hardware and software break/fix issues. - 2-3 years of progressive experience in a Technical Support role with an MSP or call center IT support environment. - Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, & WiFi. - Knowledge of Active Directory, Azure, O365, MFA, SSO, networking and server concepts. - Understanding of call center metrics and KPIs. - College or technology school degree preferred. - Ability to multi-task and experience working in a fast-paced environment. - Strong technical troubleshooting and customer service skills. - Strong verbal and written communication skills. Benefits - 401k match - Comprehensive group health, dental, vision benefits - Life insurance/LTD - Discretionary PTO - Salary: $40,000-$42,000 Company Description 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.

• Workflow: Based on clinical project requests, works with requestors and users to understand and document current workflow with an eye toward proposed future workflows that are optimized for any planned application changes. • Design and Build: Presents recommended system enhancement opportunities and creative technical solutions for clinic-related scenarios. Using analytical evaluation skills, identifies, proposes, builds, and demonstrates prototypes of application configuration options for review and approval by project requestors. • Performs ongoing maintenance and configuration updates to Epic applications. • Test: With minimal supervision, creates test scripts, timelines, and plans for application and workflow changes. Performs actual testing of clinical information system configuration and processes, including testing across applications and/or the testing of the application configuration of other analysts. Coordinates and participates in requestor and user testing of application changes. • Support: Provides tier-two support to end-users both remotely and in-person. Monitors, investigates, troubleshoots, and resolves incoming tickets. Serves as a liaison between users and vendors. Coordinates system fixes and changes with software vendors. Coordinates the deployment of application changes with the training team and operations. • Perform all other duties as assigned.

• Translate analytical findings into easy-to-understand and actionable business information for colleagues and partners. • Conduct analysis on actual and forecasted impact of pricing requests and make recommendations to the business to maintain market competitiveness considering profitability and growth rates. • Routinely exercises independent judgment in developing methods, techniques, and criteria for achieving objectives. • Work closely with pricing colleagues to collaborate on achieving team and company initiatives and goals. Build partnerships with colleagues across Staples. • Develop business strategies and reports that will drive growth, profitability, and competitive success for Staples in the face of business transformation that improve selling profits and shape demand.

Why roadsurfer? - TEAM SPIRIT & TEAM EVENTS: Look forward to a friendly atmosphere with flat hierarchies, lots of fun, and great team spirit, as well as regular team events like group sports sessions, pizza & beer nights, and more. - FLEX WORK & WORKATION: Enjoy flexibility in working hours with our Flex Work Policy, allowing you to alternate between office days and home office days, and even work for one month per year from anywhere in Europe. - PERSONAL DEVELOPMENT: We support your personal and professional growth through an individual growth plan and our in-house academy. - CAMPER BUDGET: You’ll receive an annual free rental for our campers, so you can experience the #happyroadsurfing lifestyle yourself. - JOB BIKE: Stay fit with our job bike offer. - DISCOUNTS: Take advantage of our corporate benefits platform, the Travel Industry Card, and family & friends discounts. - THE PLACE TO BE: Enjoy a beautiful, bright office equipped with everything your heart desires, including a ping pong table and foosball. - OFFICE DOGS: Dogs are more than welcome at our office! The Role - Your Passion - Manage end-to-end invoicing for vehicle damages and follow up until payment is received. - Resolve billing discrepancies and short-pays for customers, insurers, and third parties. - Audit appraiser reports against calculation tools, validating labor, parts, and OEM procedures. - Reconcile paint, materials, sublet costs, and depreciation/diminution in value. - Maintain complete, audit-ready case files with all required photos and approvals. - Ensure billing accuracy, correct tax handling, and strict adherence to SLA deadlines. - Prepare structured evidence packs and timelines for legal disputes and law firms. - Identify recurring pricing or labor gaps to optimize recovery and cycle times. What you need to ride the wave with us - Background as an automotive technician, body/paint specialist, estimator, or claims handler. - Strong technical understanding of collision repairs and estimate logic (labor, parts, OEM procedures). - Familiarity with ADAS calibration, paint/material allowances, and corrosion protection. - Experience creating and reviewing damage invoices for customers, insurers, and third parties. - Understanding of deductibles, betterment, depreciation, and tax regulations. - High precision mindset with the ability to quickly identify and document inconsistencies. - Fluency in German and English, both written and spoken. French, or Italian is a plus. - Proficiency in spreadsheets and comfortable working in a remote, ticket-driven environment. - Ownership-driven and persistent, maintaining professional calm during case escalations. Your Salary We ❤️ transparency. The salary range for this position is up to 40,000 EUR gross per year for employment in Germany. As we get to know each other better during the application process and can more accurately assess your skills and experience, we will work together to determine which level within the salary band fits you best. Your salary will be reviewed at least once a year during an annual feedback meeting. Ready to surf? We look forward to receiving your application! If you have any questions, feel free to contact our recruiter Raphael at team@roadsurfer.com anytime. ABOUT #ROADSURFER We are more than Europe's largest campervan rental company. In 2021 we launched our platform roadsurfer spots in addition to our other products rent, abo and sales – a platform where you can discover and book unique camping spots. But that’s only the beginning. We are growing fast, so hop on board and join us on our journey. The roadsurfer philosophy is simple: rent an RV, start your adventure, be happy. Come ride the wave with us!