Service Desk Support Specialist II

Christian Science • Boston, MA

17d • $34 - $44

About The Position

Work as a member of the OCIO Service Team to resolve customer requests and incidents with the highest standards of technical quality & customer service (75%). Serve on projects to meet emerging technology needs and proactively improve OCIO’s service level performance (25%). Role combines extensive communication and team interaction skills (both on-site and with offsite vendors) as well as “hands-on” technical ability.

Requirements

• 4-6 years experience providing technical support to customers.
• Trains & mentors junior staff, interns on the Service Desk Team
• Provides QA on support documentation written by others, proactively writes new documentation as needs arise.
• Serves as technical support lead on complex projects.
• Identify risks and bring to the project team for evaluation & mitigation.
• Able to communicate OCIO policies and apply to complex situations.
• Able to build customer satisfaction and trust under difficult circumstances.
• Resolve simple conflicts.
• Able to respond to emergency situations using proper procedures; including after business hours.
• Know when to escalate issues & request external help (i.e. vendors, technical specialists) to resolve an issue versus spending more time & resources internally.
• Strong verbal communications
• Track record of success operating collaboratively in teams and managing vendor relationships.
• Comfortable providing performance feedback to vendors (meeting SLA’s), coaching, and conflict resolution.
• Strong written communication
• History of authoring effective documentation as well as updating/maintaining it consistently.
• Strong analytical and problem-solving
• Able to resolve technical issues both directly (hand-on) and indirectly (teamwork, influence) through service partners and product vendors.
• Strong curiosity and love for learning.
• Desire to maintain technical proficiency, industry best practices, and certification through combination of personal self-study and TFCCS-funded training/conferences.
• Access to confidential information requires an impeccable background of professional judgment & ethical behavior.
• Software proficiency including Windows & Mac OS, MS Office, VoIP phones, and Google Mail/Apps.
• Working knowledge of enterprise network systems, including remote access systems such as VPN.
• After-hours availability for emergencies / alerts mandatory.
• This is on a rotational basis which requires you to respond to calls, remote-in, troubleshoot issues and sometimes drive into the office on weekends to resolve certain high level issues.
• The work requires maintaining access to a computer with internet access -- computer and WiFi hotspot will be provided.

Nice To Haves

• Engagement with Christian Science Membership in The Mother Church preferred.
• Knowledge of scripting and automation tools a plus!

Responsibilities

• Build strong, positive customer relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude
• Answer incoming requests and resolve incidents emphasizing first-call resolution. Escalate incidents to proper resource/tier if needed while maintaining service level agreement (SLA) accountability. Communicate with customers throughout the lifecycle of requests/incidents.
• Use our incident management system to track the progress of the request. Use and grow our documentation knowledge base to improve the consistency & effectiveness of service delivery across the team.
• Provision, maintain, and remove security privileges across all OCIO managed systems. Manage user accounts, reset passwords, and maintain permissions. Help produce compliance documentation and reports as required.
• Serve as “Technical Lead” or “Subject Matter Expert” on OCIO projects as assigned. Examples include annual desktop/laptop refreshes, enterprise software evaluation/configuration, mass software upgrades, security & compliance, and process improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed