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 utilize the ITSU ticketing system, anticipated to be Jira, to track and resolve IT support requests, ensuring timely responses and resolution of issues.
• 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.              
• Minimum of 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):

• ITSU tickets are currently handled using various methods: Ivanti Neurons, Azure DevOps, Microsoft Service Manager, SharePoint, Email Distributions. In the future it will primarily be JIRA. It is preferred that you have familiarity with at least two of these ticketing methods. 
• Experience with Microsoft Infrastructure, virtualization, Atlassian, and Ivanti is preferred.