The Opportunity Service Desk Support Specialist I

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.

Principal Duties and Responsibilities:

• 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 practice

• Respond to tickets submitted by end users through online portal

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

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

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

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

• Document issues and resolutions effectively and efficiently

• Provide daily turnover report

• Maintain proper shift coverage for answering call

• 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

Qualifications:

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

• Technical support service experience a plu

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

Skills/Abilities/Competencies:

• Strong analytical and problem-solving skill

• Ability to multitask and prioritize work demand

• Excellent interpersonal and communication skill

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

• 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 tablet

• 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 standard

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

EEO Statement

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.