Technical Support Specialist I

Job Summary

The IT department is seeking a Technical Support Specialist I to provide front-line support for a wide range of technical issues affecting end users across the Laboratory. This role involves diagnosing and resolving hardware, software, and network problems; documenting solutions; and collaborating with IT teams to ensure consistent and effective service delivery. The Specialist also contributes to knowledge base articles, supports IT projects, and may participate in after-hours support rotations. Growth to higher levels is based on independence, judgment, technical proficiency, and impact.

What You'll Contribute:

• Phone Support: Acts as the first line of contact for all customers and solves various client issues with rapid resolution.
• Deskside Support: Supports users/user groups on most aspects of user-reported problems, including software, hardware, and peripheral equipment such as printers in a multiplatform environment. Understands and applies customer service skills needed for each support scenario.
• Systems Knowledge: Possesses knowledge of at least one operating system: Windows or macOS. Installs and maintains operating system and related applications to meet user requirements and to ensure stable performance. Responsible for dealing with hardware and software vendors. Requires TCP/IP networking knowledge and LAN troubleshooting skills from the station plate to the device. Follows ITIL Request, Incident, Problem, and Change Management Processes. Maintains current industry knowledge relative to IT Support responsibilities through courses, webinars, books, and self-study.
• Technical Hardware and Software Support Analysis: Analyzes, troubleshoots, repairs, and maintains computer systems hardware, operating environments, application software, station plate-to-device networking, and peripheral equipment such as printers and mobile devices.
• Documentation: Documents problem solutions in a call tracking system and ensures the publication of solutions to common problems. Works in collaboration with peers to develop and update documentation for IT processes and procedures.
• New Technology Research: Maintains current industry knowledge relative to IT technology through courses, webinars, books, and self-study.
• Problem Identification and Root Cause Analysis:Assists in identifying solutions to new or undocumented problems. Participates in root cause analysis (RCA) and documents the steps required to resolve newly identified issues.

What You're Good At:

• High School Diploma required. Vocational/Technical Degree or Bachelor's Degree preferred.
• 0-2 years of experience supporting personal computers and small multi-user systems in a business or academic environment, or a demonstrated aptitude confirmed through a documented performance review process, is preferred.
• Possesses and applies broad knowledge of IT principles, practices, and procedures to complete difficult assignments. Must follow ITIL Processes.
• Skills in organizing resources and establishing priorities, as well as multitasking.
• Effective interpersonal relations skills sufficient to permit the incumbent to effectively work with a broad range of people from a wide variety of professional disciplines.
• Ability to communicate clearly and concisely with others, both orally and in writing, and to translate technical knowledge for personnel with varying levels of expertise.
• Demonstrates a commitment to exceptional customer service by applying industry best practices, showing empathy, actively listening to user concerns, and maintaining a consistently positive and solution-focused attitude.
• Willingness to obtain vendor certification as soon as training and testing become available.

The hourly pay rate is $25.34 - $32.94. Hourly pay will be determined based on qualifications and relevant experience.

About JAX:

The Jackson Laboratory is an independent, nonprofit biomedical research institution with a National Cancer Institute-designated Cancer Center and nearly 3,000 employees in locations across the United States (Maine, Connecticut, California),Japan andChina. Its mission is to discover precise genomic solutions for disease and empower the global biomedical community in the shared quest to improve human health.

Founded in 1929, JAX applies over nine decades of expertise in genetics to increase understanding of human disease, advancing treatments and cures for cancer, neurological and immune disorders, diabetes, aging and heart disease. It models and interprets genomic complexity, integrates basic research with clinical application, educates current and future scientists, and provides critical data, tools and services to the global biomedical community. For more information, please visitwww.jax.org.

EEO Statement:

The Jackson Laboratory provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non-discrimination laws.