Global Service Desk Level I

Global Service Desk Technician

At Blue Origin, we envision millions of people living and working in space for the benefit of Earth. We're working to develop reusable, safe, and low-cost space vehicles and systems within a culture of safety, collaboration, and inclusion. Join our team of problem solvers as we add new chapters to the history of spaceflight! This role is part of Enterprise Technology (ET), where we're developing the digital infrastructure needed to build the road to space, with an emphasis on digital capabilities required to advance Blue Origin's mission. Enterprise Technology is the center of excellence for digital technology at Blue Origin, providing oversight and governance to align technology and business strategies. Blue Origin is seeking an experienced & talented individual as part of our efforts to grow our IT Global Service Desk team. As a Global Service Desk Technician, their scope will include providing technical support to internal users over the phone, chat and our internal ticketing system. Technicians will also contribute as part of project work for the team & to knowledgebase articles on technical information & processes. The IT Support Global Service Desk Technician is a member of the Information Technology department and reports directly to the Global Service Desk Manager/Supervisor. The ideal candidate must have a passion for providing a world-class experience in customer service to employees seeking assistance with their IT related issues. The technician will be expected to manage a large workload under tight deadlines as this team provides support for all the teams that design and build our space vehicles while ensuring departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met at their home site as well as any remote sites that the technician supports.

Responsibilities

• Actively work in the online ticketing system to triage, resolve, and route tickets to the appropriate teams in a timely manner to maintain department service level agreements.
• Provide 1st & 2nd Tier Chat & Phone support to end-users to resolve, report, and escalate on user issues
• Maintain Support in after-hours settings- providing coverage for any organizational needs
• Front lines for incident reporting & escalation to the broader Enterprise Technology group
• Creating documentation and providing feedback on existing documentation to assist in building or updating processes.

Qualifications

• Proven track record working in an enterprise-level technical helpdesk or desktop support role for at least two years in addition to AS degree in IT or related field or equivalent additional experience, supporting hardware/software troubleshooting and being in a customer-facing position
• Extensive experience with Windows 10; Microsoft Office including Project and Visio; Domain account and computer management; Adobe products; Antivirus, Disk Encryption, and VPN applications
• Previous call center experience, especially supporting high volumes of calls
• General awareness of troubleshooting computer systems, Microsoft Office products, and VPN solutions
• Active Directory security group, computer, and user administration
• Ability to identify potential changes and system improvements to present to senior team leaders for consideration and implementation
• Self-starter with high energy and a desire to learn