Global Support Specialist I

Global Support Specialist I

As a Global Support Specialist l, you will be using your technical and customer service skills to deliver technical support services. We'll rely on you to keep staffers and our business running smoothly. You will be the first point of contact for our service requesters and the face of IT. You'll be using your multi-tasking expertise to provide superior customer service support for desktop, laptop and mobile device issues. You will be relied upon to provide level one issue resolution, service call creation and issue classification.

Essential duties and responsibilities include performing entry level IT tasks which includes password resets, basic system configuration troubleshooting, and initial application access or performance analysis. You will be routing incoming incident and service requests to the appropriate support group, maintaining accurate and timely records in issues tracking system, maintaining service desk knowledgebase support documentation, participating in professional development and team improvement initiative, demonstrating a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias. All other duties as assigned.

Expectations of the job include analyzing end user hardware, operating system and business application issues, communicating professionally and effectively with users to understand issues and propose solutions, effectively managing service desk workload to meet publishing business SLAs, regularly attending team meetings and providing content relating to current project status and knowledge transfer activities, and having the ability to address system issues both on and off hours.

Minimum knowledge, skills and abilities include a minimum of 1-year technical support experience with superior customer service supporting desktops, laptops, mobile devices and related applications within an ITSM service desk system.

Preferred qualifications include knowledge of Windows Server environment, Windows desktop, terminal server/thin client deployment, hardware troubleshooting, network security, network administration and phone systems, knowledge of Microsoft 365 and Office applications, knowledge of Apple IOS and OSX environments, experience using an IT Service Desk platform, preferably Service Now, knowledge of network connectivity, protocols and security devices to include VPN troubleshooting, ability to be on-call for critical off-hours support, and experience in the life science or health industry is a plus.

Physical/mental demands and working environment include office work where the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.