Service Desk Support

What Your Day-To-Day Looks Like (Position Responsibilities):

• You will provide support to end users on a variety of issues. Identify, research, and resolve technical problems. Respond to telephone calls, email, and personnel requests for technical support. Document, track, and monitor problems to ensure a timely resolution.
• Shall establish and maintain a responsive IT support service desk to handle user inquiries, technical issues, and service requests efficiently and effectively.
• Shall provide multi-tiered support, including Level 1, Level 2, Level 3 support services, to address a wide range of technical and scientific instrumentation issues and escalate issues appropriately.
• Shall develop and implement standard operating procedures (SOPs) for common IT support scenarios, ensuring consistent and effective handling of user issues.
• Shall monitor and analyze service desk performance metrics such as response times and user satisfaction, to continuously improve service quality.
• Shall maintain a comprehensive knowledge base and self-service portal for users, providing access to troubleshooting guides, FAQs, and other user support resources.
• Shall implement and maintain remote support tools to assist users who are not physically present, ensuring broad accessibility of IT support services.
• Shall collaborate with other IT teams to address systemic issues and improve overall IT service delivery, ensuring alignment with Laboratory objectives.
• Shall provide detailed reports on IT support activities, including incident trends, resolution times, and user feedback, to inform decision-making and strategic planning.
• Shall consolidate all existing IT service desks across the Laboratory into a single, unified service desk instance, capable of addressing both user issues and issues with scientific instrumentation.
• * Operate help desk 6am to 6pm ET and as needed to support emergency or after-hours issues

What You Need to Succeed (Minimum Requirements):

• Top Secret security clearance
• Bachelors degree or equivalent experience (1 year of education = 1.5 years of experience) Certifications in lieu of degree include but not limited to: CompTIA A+, CompTIA Network+, CompTIA Security+, Azure Fundamentals, AWS Cloud Practitioner.              
• 5 to 8 years’ experience (in absence of years of experience, certifications or past work may be used to show the level of experience needed to perform at this level).
• Familiarity with the use of software to track issues and customer interactions. 
• Experience in-depth problem solving solutions. 

Ideally, You Also Have (Preferred Qualifications):

• Tickets are handled primarily through JIRA. Previous experience using JIRA as a ticketing system is preferred. 
• Experience with Microsoft Infrastructure, virtualization, Atlassian, and Ivanti is preferred.