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Service Desk Representative II/III

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

Job Description

Under minimum supervision provides IT assistance functions to users and departments. Possesses and applies knowledge of IT principles, practices, and procedures to the completion of assignments.

Level I will answer all incoming phone calls, address all incoming interactions, as well as serve as secondary support for walk-in support, and resolve a predetermined list of issues that can be resolved in a time period that aligns with our established metric goals.

Level II will be familiar with our imaging process for all endpoints and assist where possible for non-mobile desktop tasks, complete project work as assigned, and take more complex phone calls that exceed the allotted time from the Level I rep. Optional participation in on-call pager rotation for after-hours support. This is optional support to supplement the primary task holder in Desktop Support.

What distinguishes the incumbent from Level I, Level II and Level III is the amount of supervision required, independent judgment used, latitude for un-reviewed actions or decisions, the complexity of the project, proficiency in problem-solving, impact of errors, wider range of experience, and specialized knowledge.

Key Responsibilities
Technical Hardware and Software Support Analysis:
Level I: Provide Tier 1 support by troubleshooting all incoming issues, but will attempt to spend 15 minutes or less on each customer interaction. Issues could include repairs and maintenance to computer systems software when applicable, operating environments, and application software support. Resolve a particular subset of issues based on documented procedures for this role and escalates all other requests and incidents accordingly. When available, warm handoffs to a Level II should be completed. Reviews system operations and provides recommendations to improve efficiencies.
Level II: Pick up or will be passed issues that require more than 15 minutes to resolve. Image devices via the Laboratory's preferred deployment method to ready for new hires or replacement devices. When needed, warm handoffs to a Desktop Engineer, these instances may include but are not limited to enhancements that are needed to our endpoint management systems. Should be familiar with all facets of hardware and software support for end-user requests and not limited to timeframe or complexity prior to escalation as the Level I Service Desk Representative. Responsible for creating user accounts for the Laboratory employees and affiliates.

Customer Support:
Level I: Be responsible for answering Service Desk calls, responding to Service Desk interactions, and being the face of the Service Desk for in-person interactions.
Level II: Primary for in-person customer interactions within the Service Desk area. Greeting the customer with a smile and when not immediately available, acknowledging the customer. Responsible for receiving escalated calls from the Level I Service Desk Reps, as well managing more complicated in-person interactions.

Remote AV Support:
Level I and Level II: Utilize remote support tools to provide technical assistance in setting up and configuring conference/meeting rooms and auditoriums for daily events via online tools and resources when possible. Escalate any AV needs that can't be addressed remotely to the Desktop Engineering team.

Documentation:
Level I: Use documentation to assist with first contact resolution and report any issues, gaps, or discrepancies with any published support documentation.
Level II: Must assist in the development and writing of internal SOPs and end-user documentation. Documents problem solutions in a call tracking system and ensures the publication of solutions to common problems.

Project Work:
Level II: Required to assist with projects that are pertinent to the Service Desk/ITSM and do not require hands-on hardware support or deployment via the Laboratory's chosen large-scale management method.

Qualifications
Call Center experience of a minimum of 4 years
Ability to follow documented procedures for resolving a subset of duties related to this position
Four years of successful technical support experience a plus
Skills in organizing resources and establishing priorities.
Effective interpersonal relations skills sufficient to permit the incumbent to effectively 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.
Associates degree or equivalent certifications
Fluency in Mandarin is a plus

About JAX:
The Jackson Laboratory (JAX) is an independent, nonprofit biomedical research... For full info follow application link.

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: 854242

Posted On: Nov 29, 2022

Updated On: Dec 15, 2022

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