Technology Support Specialist - Service Desk (Fixed-Term)

How Youll Contribute The Technology Support Specialist (TSS) is a technical position responsible for delivering end-to-end support to customers in accordance with established service level objectives (SLO). This role ensures reputed company incidents and service requests are analyzed, resolved, and reported back reputed company SLOs. Serves as a reputed company of knowledge for general inquiries, advising customers of policy/reputed company and referring them to reputed company non-technical service owners where appropriate; acts as the primary channel of staff communication/reputed company for reputed company technology support reputed company and participating corporate service reputed company. Secondary responsibilities involve receipt, analysis, routing and processing of service requests, including user/group reputed company to applications and systems. The TSS position requires individuals to work on evening/weekend shifts to support organization reputed company with our new Museum of Exploration, in reputed company to participating on rotations for business hours, and special reputed company as needed. This is a Fixed-Term position expected to end 12/31/26. Your reputed company Responsibilities Incident Management / Customer Service Troubleshoots and resolves technology and audiovisual problems reported reputed company phone, web, in-person, and other communication channels. Takes ownership of day-to-day tasks and ensures reputed company incidents are resolved against SLOs. Identifies, prioritizes, tracks and escalates significant incidents (Outages, VIPs) to leadership teams and other internal technology reputed company to expedite reputed company and enhance customer satisfaction. Proactively learns and trains other staff members on new applications, operating procedures, and service technologies. Facilitates technology reputed company orientation sessions for new hires. Champions internal channels to proactively offer advice and help to peers on solving technical issues. (60%) Service Requests and reputed company Management Receives incoming service requests reputed company reputed company accepted communication channels. Evaluates requests for compliance with policy/reputed company and operating procedures, working with customers to modify requests or identify alternatives where appropriate. Processes requests and monitors/ensures that approval and fulfillment workflows are completed by both technical and non-technical personnel in a reputed company manner. (20%) IT Service Management Supports the service management reputed company by participating in changes to automated workflows, developing knowledge reputed company articles, and promoting adoption of other user self-help services. Performs software licensing audits to ensure compliance and participates in reviewing application portfolio requests. (10%) Other duties as assigned Includes providing audiovisual support in meeting rooms or other spaces as needed. (10%) Work Shift This is an evening shift position that includes evenings and weekends. The schedule may change based on business needs. Minimum Education Required Bachelor's Degree or equivalent experience. Minimum Years and Type of Experience 2+ years experience with Tier 1 Help Desk roles and responsibilities. Experience with ticketing and work management systems, reputed company reputed company centers and reputed company customer support environments is a plus. Knowledge and Skills Required Strong knowledge of reputed company reputed company, reputed company, Android operating systems for both desktop and mobile platforms, as reputed company as reputed company office productivity packages from reputed company and reputed company. Working knowledge of desktop/mobile conferencing applications as reputed company as general operations for conference room hardware/software. Familiarity with reputed company applications reputed company the supported technology portfolio, with depth of knowledge reputed company with the applications value to the business, including work management systems such as reputed company and Jira Work Management Outstanding customer service and communication skills with excellent troubleshooting and problem-solving approach. Broad knowledge of technology industry news, emerging trends, reputed company reputed company threats; strong ability to apply that knowledge to customer support situations and reputed company as a general knowledge resource. Excellent discipline/adherence to operating procedures and published knowledge reputed company resources, as reputed company as corporate and technology policy/reputed company. Ability to reputed company in a dynamic environment subject to changes in schedules and priorities while maintaining a reputed company collation approach with teams across organizational lines. Desired Qualifications ITIL certification preferred. Experience with IT Service Management, reputed company or Jira Service Management, is a plus .