IS Service Desk Specialist

The Opportunity

The Service Desk Support Specialist I is responsible for providing technical support services to end users via telephone, including software setup, configuration and troubleshooting. Requests may also be received via an online portal.

The duties; Service Desk Support Specialist role

• Provide professional, efficient and effective customer service to the end-user community

• Answer incoming phone calls to the Service Desk using Information Technology Infrastructure Library (ITIL) best practices

• Respond to tickets submitted by end users through online portal

• Troubleshoot technical issues for end-users of Mass General Brigham and all its entities

• Use and assist in maintaining knowledge database and other documentation to help resolve issues

• Communicate with subject matter experts via various methods including email and instant messaging applications

• Prioritize and triage calls to appropriate groups if call cannot be resolved using ITIL best practices

• Document issues and resolutions effectively and efficiently

• Provide daily turnover reports

• Maintain proper shift coverage for answering calls

• Participate on projects including but not limited to Service Desk improvements, customer communication, peer-to-peer communication, and deployment of new technology

• Use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration

• Other duties as assigned

Qualifications

• One-year experience in customer service, phone experience preferred

• Technical support service experience a plus

• A combination of education and experience may be substituted for requirements

Skills/Abilities/Competencies

• Strong analytical and problem-solving skills

• Ability to multitask and prioritize work demands

• Excellent interpersonal and communication skills

• Ability to be flexible, versatile and adaptable in day-to-day activities

• General knowledge of desktop and laptop computers, printers and other computing equipment

• General knowledge of operating systems (e.g., Windows, Mac OS) and popular software solutions (e.g., Office 365, Internet browsers)

• General understanding of networking concepts and networking equipment including hubs, routers and cabling infrastructure

• Knowledge of mobile devices including but not limited to smartphones and tablets

• General understanding of information security concepts and software (e.g., Windows Defender, McAfee Antivirus, BitLocker, ForeScout Network Access Control)

• Commitment to providing superior customer service and delivering work in a timely and accurate manner following established company standards

• Knowledge of IT Service Management (ITSM) best practices in process areas of incident management and request fulfillment a plus

• No direct reports; may indirectly provide leadership and guidance to less seasoned and new staff

• Demonstrates fiscal responsibility by effectively using Mass General Brigham resources

Working Conditions:

• Possible emergency relocation and/or travel to Mass General Brigham sites.

• Ability to adjust the working schedule which may include occasional after-hours and weekend shifts

• While performing the duties of this job, the employee is frequently required to sit; talk; or hear; use hands to finger; handle; or feel; reach with hands and arms. The employee is occasionally required to stand; walk; and stoop; kneel; or crouch. The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception.

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Normal office working conditions. The noise level in the work environment is quiet to moderate.