Service Desk Representative I (Contractor)

at The Jackson Laboratory in Bar Harbor, Maine, United States

Job Description


Under minimum supervision provides IT assistance functions to users and departments. The Service Desk Representative possesses and applies knowledge of IT principles, practices and procedures to the completion of assignments. They will answer incoming phone calls, address incoming interactions (e-mail or self service), and leverage knowledge articles and their own IT Support skill set to remediate a wide variety of issues.



Technical Hardware and Software Support Analysis

Provide Tier 1 support by troubleshooting all incoming issues. Issues will include:

Initial customer interaction received via our call queue.

Repairs and maintenance to computer systems software.

Maintaining and supporting operating environments for both macOS, Windows and web delivered software.

Application software support for a wide variety of Databases, Applications, and other resources.


Customer Support

Be responsible for answering Service Desk calls, responding to the Service Desk interactions, and be the face of the Service Desk for in-person interactions (if working on site).


On Call Support

Participate in an afterhours rotation for on call support. (1 week coverage per 2-3 months. M-F Shift is 8 PM EST to 7 AM EST. Saturday and Sunday are 24 hours.)


Remote AV Support

Technicians will occasionally be tasked with or ask to provide support or assistance with a variety of video conference platforms including: Webex, Zoom, Teams, and physical video conference systems.



Reference knowledge articles and work instructions to assist with first contact resolution and report any issues, gaps or discrepancies with any published support documentation.



Education Required: High School Diploma or GED.

Associates degree or equivalent certifications preferred.

Call Center experience of a minimum of 2 years.

Strong back ground in ITIL is a plus as is familiarity with ServiceNow.

Ability to follow documented procedures for resolving a subset of duties related to this position

Background supporting and troubleshooting Windows based systems.

Background supporting and troubleshooting macOS based systems is a plus.

Two to four years of successful technical support experience a plus

Skills in organizing resources and establishing priorities.

Effective interpersonal relations skills to permit incumbent to work with a broad range of people from a wide variety of professional disciplines.

Ability to communicate clearly and concisely with others, orally and in writing as well as the ability to translate technical knowledge to personnel with a broad range of experience/expertise levels.

Fluency in Mandarin is a plus


About JAX:

The Jackson Laboratory (JAX) is an independent, nonprofit biomedical research institution with more than 2,400 employees. Headquartered in Bar Harbor, Maine, it has a National Cancer Institute-designated Cancer Center in Augusta, Maine, a genomic medicine institute in Farmington, Connecticut, and facilities in Ellsworth, Maine, Sacramento, California, and Shanghai, China. Its mission is to discover precise genomic solutions for disease and empower the global biomedical community in the shared quest to improve human health.

JAX employees work in a collaborative, value-driven, and team-based environment where the focus is on advancing science and improving patients' lives. Researchers apply genetics to increase the understanding of human disease and advance treatments and cures for cancer, neurological and immune disorders, diabetes, aging, and heart disease. JAX was voted among the top 15 "Best Places to Work in Academia" in the United States in a poll conducted by The Scientist magazine!


EEO Statement:

The Jackson Laboratory provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non-discrimination laws.


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.

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Job Posting: 646649

Posted On: Nov 30, 2021

Updated On: Jan 22, 2022