Job description
Summary
The IT department is seeking a Technical Support Specialist I to triage, diagnose and remediate a wide variety of technical issues for end users across all areas of the Laboratory. The Technical Support Specialist:
- Responds to requests for new equipment, accounts, end-point applications, and other related services.
- Strong problem-solving skills and the ability to collaborate with various IT groups and sometimes work independently.
- Research root causes and resolves technical problems with endpoint devices and applications. Working in collaboration with other areas in IT to resolve enterprise-level system and application issues affecting end-users/endpoints.
- Responds to telephone calls, email, requests, or problems reported via the ticketing system and in-person requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution.
- May participate in on-call pager rotation for after-hours support. Acquires administrative and support knowledge of all IT services and other Lab applications supported by IT.
- Evaluates, recommends, install, troubleshoots, and maintains computer systems hardware and software to support research and business activities.
- Interacts with vendors in evaluating and selecting products and with the vendors' support teams to resolve technical issues. Recommends changes in procedures.
- Participates as a team member in IT cross-functional and Lab wide projects.
- What distinguishes the incumbent from Level I to Level II and to Lead is the amount of supervision required, independent judgment used, latitude for un-reviewed actions or decisions, the complexity of the project, proficiency in problem-solving, impact of errors, wider range of experience, and specialized knowledge.
Responsibilities
- Phone Support: Acts as the first line of contact for all customers and solve various client issues with rapid resolution.
- Deskside Support: Supports users/user groups on most aspects of user-reported problems, including software, hardware, and peripheral equipment such as printers in a multiplatform environment. Understands and applies customer service skills needed for each support scenario.
- Systems Knowledge: Possesses knowledge of at least one operating system: Windows or MAC OS X. Installs and maintains operating system and related applications to meet user requirements and to ensure stable performance. Responsible for dealing with hardware and software vendors. Requires TCP/IP networking knowledge and LAN troubleshooting skills from the station plate to the device. Follows ITIL Request, Incident, Problem, and Change Management Processes. Maintains current industry knowledge relative to IT Support responsibilities through courses, webinars, books, and self-study.
- Technical Hardware and Software Support Analysis: Analyzes, troubleshoots, repairs, and maintains computer systems hardware, operating environments, application software, station plate-to-device networking, and peripheral equipment (Printers, Mobile Devices, etc).
- Documentation: Documents problem solutions in a call tracking system and ensures the publication of solutions to common problems. Works in collaboration with peers to develop and update documentation for IT processes and procedures.
- New Technology Research: Maintains current industry knowledge relative to IT technology through courses, webinars, books, and self-study.
Qualifications
- A High School Diploma required with 0-2 years of experience is required.
- Vocational/Technical Degree - B.A Degree and 2-4 years of professional experience supporting personal computers and small multi-user systems in a business or academic environment or successfully demonstrated aptitude achieved through a documented performance review process is preferred.
- Possess and apply broad knowledge of IT principles, practices, and procedures to complete difficult assignments. Must follow ITIL Processes.
- Skills in organizing resources and establishing priorities, as well as multitasking.
- Effective interpersonal relations skills sufficient to permit the incumbent to effectively work with a broad range of people from a wide variety of professional disciplines.
- Ability to communicate clearly and concisely with others, orally and in writing as well as the ability to translate technical knowledge to personnel with a broad range of experience/expertise levels. Ability to apply industry best practices in customer service skills.
- Must be willing to obtain vendor certification as soon as training and test examination is available.
About JAX:
The Jackson Laboratory is an independent, nonprofit biomedical research institution with a National Cancer Institute-designated Cancer Center and nearly 3,000 employees in locations across the United States (Maine, Connecticut, California), Japan and China. Its mission is to discover precise genomic solutions for disease and empower the global biomedical community in the shared quest to improve human health.
Founded in 1929, JAX applies over nine decades of expertise in genetics to increase understanding of human disease, advancing treatments and cures for cancer, neurological and immune disorders, diabetes, aging and heart disease. It models and interprets genomic complexity, integrates basic research with clinical application, educates current and future scientists, and provides critical data, tools and services to the global biomedical community. For more information, please visit
www.jax.org
.
EEO Statement:
The Jackson Laboratory provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non-discrimination laws.
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