Global Service Desk level II or Level III
Company: Blue Origin
Location: Merritt Island
Posted on: January 17, 2023
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Job Description:
Global Service Desk TechnicianDescriptionBlue Origin is seeking
an experienced & talented individual as part of our efforts to grow
our IT Global Service Desk team. As a Global Service Desk
Technician, their scope will include providing technical support to
internal users over the phone, chat and our internal ticketing
system. Technicians will also contribute as part of project work
for the team & to knowledgebase articles on technical information &
processes. The IT Support Global Service Desk Technician is a
member of the Information Technology department and reports
directly to the Global Service Desk Manager/Supervisor.What we are
looking for:The ideal candidate must have a passion for providing a
world-class experience in customer service to employees seeking
assistance with their IT related issues. The technician will be
expected to manage a large workload under tight deadlines as this
team provides support for all the teams that design and build our
space vehicles while ensuring departmental Key Performance
Indicators (KPIs) and Service Level Agreements (SLAs) are met at
their home site as well as any remote sites that the technician
supports.Responsibilities* Actively work in the online ticketing
system to triage, resolve, and route tickets to the appropriate
teams in a timely manner to maintain department service level
agreements.* Provide 1st & 2nd Tier Chat & Phone support to
end-users to resolve, report, and escalate on user issues* Maintain
Support in after-hours settings- providing coverage for any
organizational needs* Front lines for incident reporting &
escalation to the broader Enterprise Technology group* Creating
documentation and providing feedback on existing documentation to
assist in building or updating processes.Qualifications* Proven
track record working in an enterprise-level technical helpdesk or
desktop support role for at least two years in addition to AS
degree in IT or related field or equivalent additional experience,
supporting hardware/software troubleshooting and being in a
customer-facing position* Extensive experience with Windows 10;
Microsoft Office including Project and Visio; Domain account and
computer management; Adobe products; Antivirus, Disk Encryption,
and VPN applications* Previous call center experience, especially
supporting high volumes of calls* General awareness of
troubleshooting computer systems, Microsoft Office products, and
VPN solutions* Active Directory security group, computer, and user
administration* Ability to identify potential changes and system
improvements to present to senior team leaders for consideration
and implementation* Self-starter with high energy and a desire to
learn* Customer-centric attitude to support and instruct computer
users to provide efficient resolution of complex problemsDesired:*
Two or more years of experience in IT, customer service, or related
technical fields* A+, NET+, Security+ or comparable certifications*
Excellent written and oral communication skills with demonstrated
ability to interact effectively with customers at all levels*
Ability to build rapport with customers & teammates* Maintain a
positive and professional demeanor* Must be able to prioritize,
execute, and make sound decisions in a timely manner.* Ability to
document standard work and cross-train as needed* Able to adjust
quickly to fast changing priorities and deadlines* Strong attention
to detail* Fundamental knowledge of Mac OS and LinuxCompensation
range for on site CO applicants: Technician - Help Desk III is
$29.67 - $43.52Technician - Help Desk II is $25.16 -
$36.91Compensation range for on site WA applicants: Technician -
Help Desk III is $32.36 - $47.47Technician - Help Desk II is $27.45
- $40.26Compensation range for on site CA applicants: Technician -
Help Desk III is $32.36 - $47.47Technician - Help Desk II is $27.45
- $40.26Other site ranges may differExport Control
RegulationsApplicants for employment at Blue Origin must be a U.S.
citizen or national, U.S. permanent resident (i.e. current Green
Card holder), or lawfully admitted into the U.S.as a refugee or
granted asylum.Equal Employment OpportunityBlue Origin is proud to
be an Equal Opportunity/Affirmative Action Employer and is
committed to attracting, retaining, and developing a highly
qualified, diverse, and dedicated work force. Blue Origin hires and
promotes people on the basis of their qualifications, performance,
and abilities. We support the establishment and maintenance of a
workplace that fosters trust, equality, and teamwork, in which all
employees recognize and appreciate the diversity of individual team
members. We provide all qualified applicants for employment and
employees with equal opportunities for hire, promotion, and other
terms and conditions of employment, regardless of their race,
color, religion, gender, sexual orientation, gender identity,
national origin/ethnicity, age, physical or mental disability,
genetic factors, military/veteran status, or any other status or
characteristic protected by federal, state, and/or local law. Blue
Origin will consider for employment qualified applicants with
criminal histories in a manner consistent with applicable federal,
state, and local laws. For more information on "EEO Is the Law,"
please see here and here.Blue Origin will consider for employment
qualified applicants with criminal histories in a manner consistent
with the Washington Fair Chance Act, Los Angeles Fair Chance in
Hiring Ordinance, and other applicable laws.Affirmative Action and
Disability AccommodationApplicants wishing to receive information
on Blue Origin's Affirmative Action Plans, or applicants requiring
a reasonable accommodation in order to participate in the
application and/or interview process, please contact us at
EEOCompliance@blueorigin.com.BenefitsEmployee Benefits include:
Medical, dental, vision, basic and supplemental life insurance,
short and long-term disability and 401(k) with up to 5% company
match.Paid Time Off: Provides up to 4 weeks per year, in addition
to 14 holidaysDiscretionary bonus programs
Keywords: Blue Origin, Melbourne , Global Service Desk level II or Level III, Other , Merritt Island, Florida
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