Service Desk Support Specialist I-III

DEPARTMENT:     Office of the Chief Information Officer (OCIO)

SUMMARY:

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.= 

ESSENTIAL DUTIES AND RESPONSIBILITIES

1) Build strong, positive customer relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude

2) 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.

3) 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.

4) 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.  

5) 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.

STAFF MANAGEMENT AND JOB CONTACTS

Reporting Relationships
Supervisor: OCIO IT Operations Manager
Supervises: NA

Regular Contacts
OCIO Service Desk and various employees in the organization

JOB REQUIREMENTS

Education/Experience

LEVEL-1

• 1-3 years experience providing technical support to customers.
• Works under supervision as member of the Service Desk team 
• Updates support documentation used by the entire team.  Authors new documents as assigned under supervision.
• Able to communicate OCIO policies and apply to simple situations. Knows how to request approval for exceptions.
• Able to build customer satisfaction & trust under routine circumstances.

LEVEL-2

• 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.

LEVEL-3

• 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.

Knowledge/Skills

• 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.

Technology Skills

• Software proficiency including Windows & Mac OS, MS Office, VoIP phones, and Google Mail/Apps. Knowledge of scripting and automation tools is a plus!
• Working knowledge of enterprise network systems, including remote access systems such as VPN.

Work Environment

• 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. 7 day on call shift, requires that on call tech meet agreed upon SLA of 15 min response time. The work requires maintaining access to a computer with internet access -- computer and WiFi hotspot will be provided.

Engagement with Christian Science

• Membership in The Mother Church preferred.

Pay range:

Level I - $30.76 - $39.99 hourly

Level II - $35.38 - $45.99 hourly

Level III - $40.68 - $52.89 hourly  

The pay ranges disclosed in our job postings are the compensation ranges the Church reasonably and in good faith expects to pay for a given position at the time of posting.

The offered salary will be determined by factors such as the applicant’s relevant education, experience, knowledge, skills, abilities; and benchmarking, work location, and internal equity.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.