Technology Support Specialist - Service Desk

How You’ll Contribute

The Technology Support Specialist (TSS) is a technical position responsible for delivering end-to-end support to customers in accordance with established service level objectives (SLO). This role ensures all incidents and service requests are analyzed, resolved, and reported back within SLOs. You will serve as a source of knowledge for general inquiries, advising customers of policy/practice and referring them to proper non-technical service owners where appropriate; acting as the primary channel of staff communication/outreach for all technology support groups and participating corporate service groups. Secondary responsibilities involve receipt, analysis, routing and processing of service requests, including user/group access to applications and systems.

This Technology Support Specialist position requires individuals to work on evening/weekend shifts to support organization growth with our new Museum of Exploration, in addition to participating on rotations for business hours, and special projects as needed.

Your Impact and Responsibilities

• Incident Management / Customer Service (60%): Troubleshoot and resolve technology and audiovisual problems reported via phone, web, in-person, and other communication channels. Take ownership of day-to-day tasks and ensure all incidents are resolved against SLOs. Identify, prioritize, track and escalate significant incidents (Outages, VIPs) to leadership teams and other internal technology groups to expedite resolution and enhance customer satisfaction. Proactively learn and train other staff members on new applications, operating procedures, and service technologies. Facilitate technology onboarding orientation sessions for new hires. Champion internal channels to proactively offer advice and help to peers on solving technical issues.
• Service Requests and Access Management (20%): Receive incoming service requests via all accepted communication channels. Evaluate requests for compliance with policy/practice and operating procedures, working with customers to modify requests or identify alternatives where appropriate. Process requests and monitor/ensure that approval and fulfillment workflows are completed by both technical and non-technical personnel in a timely manner.
• IT Service Management (10%): Support the service management strategy by participating in changes to automated workflows, developing knowledge base articles, and promoting adoption of other user self-help services. Perform software licensing audits to ensure compliance and participate in reviewing application portfolio requests.
• Other duties as assigned (10%): Includes providing audiovisual support in meeting rooms or other spaces as needed.

This is an evening shift position that includes evenings and weekends. The schedule may change based on business needs.

Minimum Qualifications

Education and Experience:

• Bachelor's Degree or equivalent experience.
• 2+ years experience with Tier 1 Help Desk roles and responsibilities.
• Experience with ticketing and work management systems, commercial call centers and related customer support environments is a plus.

Knowledge and Skills:

• Strong knowledge of current Microsoft, Apple, Android operating systems for both desktop and mobile platforms, as well as core office productivity packages from Google and Microsoft.
• Working knowledge of desktop/mobile conferencing applications as well as general operations for conference room hardware/software.
• Familiarity with all applications within the supported technology portfolio, with depth of knowledge aligned with the applications’ value to the business, including work management systems such as Wrike and Jira Work Management.
• Outstanding customer service and communication skills with excellent troubleshooting and problem-solving approach.
• Broad knowledge of technology industry news, emerging trends, current security threats; strong ability to apply that knowledge to customer support situations and act as a general knowledge resource.
• Excellent discipline/adherence to operating procedures and published knowledge base resources, as well as corporate and technology policy/practice.
• Ability to excel in a dynamic environment subject to changes in schedules and priorities while maintaining a positive collation approach with teams across organizational lines.

Desired Qualifications:

• ITIL certification preferred.
• Experience with IT Service Management, ServiceNow or Jira Service Management, is a plus.
• Experience with non-profit and media industry work environments is highly desired.

Job Designation:

On-Site Flex - Staff members who must be physically present at Base Camp to do the vast majority of their work supporting overall building and museum operations. On-Site Flex staff hours are determined in consultation with supervisors, and are responsive to the needs of the MOE and other building operations, often including nontraditional (M-F, 9 a.m. - 5 p.m.) work hours.

Key skills/competency

• Customer Service
• Incident Management
• Troubleshooting
• IT Service Management
• Microsoft Windows
• macOS / Apple iOS
• Android OS
• Google Workspace
• Microsoft Office
• Jira Work Management