Service Desk Support Specialist III

The First Church of Christ, Scientist•Boston, MA

7d•$39 - $51•Hybrid

About The Position

This role is within the Office of the Chief Information Officer (OCIO) and focuses on providing advanced technical support to customers. The specialist will be responsible for building strong customer relationships, resolving incidents, managing user accounts and security privileges, and serving as a technical lead on various OCIO projects. The position requires a high level of technical proficiency, excellent communication and negotiation skills, and the ability to work independently and lead projects.

Requirements

7+ years experience providing technical support to customers.
Able to write OCIO policies and able to approve exceptions independently.
Provide process leadership by applying OCIO policies and industry best practices in ambiguous circumstances.
Creates a path forward to customer satisfaction when requests get “stuck.”
Excellent stakeholders negotiation skills.
Good at de-escalation & conflict resolution.
Exercise planning & leadership in completing internal OCIO IT Operations projects without the need for dedicated Project Manager.
Provides effective communication across all stakeholder groups.
Identify and mitigate risk proactively.
Strong verbal communications skills.
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 skills.
History of authoring effective documentation as well as updating/maintaining it consistently.
Strong analytical and problem-solving skills.
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 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.
Access to a computer with internet access (computer and WiFi hotspot will be provided).

Nice To Haves

Knowledge of scripting and automation tools is a plus!
Membership in The Mother Church preferred.

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.
Maintain minimum service metrics: Average customer satisfaction score of 4 out of 5 for tickets/requests, and meet or exceed ticket/request response and resolution times 90% of the time on a quarterly basis.
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 the incident management system to track the progress of requests.
Use and grow the 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, including annual desktop/laptop refreshes, enterprise software evaluation/configuration, mass software upgrades, security & compliance, and process improvement.