Global Service Desk level II or Level III

Company: Blue Origin
Location: Merritt Island
Posted on: January 17, 2023

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