Service Desk - Technical Support Specialist

St. Jude Children's Research Hospital has an opportunity for a Service Desk- Technical Support Specialist.

This position will be responsible for providing hardware and software support for local computing resources. Supports local networking resources and requirements. Works with technology staff, clients, collaborators, and vendors to identify and analyze needs, investigate solutions, implement, and deploy required technologies. Maintains technologies and observes procedures used for the management and deployment of systems and software. Works to complete projects as assigned by institutional, departmental, or divisional requirements. Functions as an active participant in working with departments, departmental liaisons, and individual clients. Maintain an awareness and understanding of technological advances, vendor product offerings, and issues in line with campus requirements. Maintains current knowledge of institutional, departmental, and divisional policies and procedures and acts in all duties and responsibilities to comply with these and other required regulations, policies, or procedures.

Responsibilities

• Meet or exceed a high level of customer satisfaction through application of customer service-focused soft skills and adherence to established SLAs.

• Manage basic to moderate technical issues and incidents involving various software, networking, and hardware environments.

• Respond to basic customer/end-user queries within timelines.

• Service customers in all aspects, from initial contact through to problem resolution, keeping them informed and updated throughout the incident's life cycle.

• Maintain support procedures and documentation.

• Understand the customer’s impact, prioritize effectively, and communicate clearly with various stakeholders.

• Stay informed about the latest industry changes, trends, and technological advancements.

• Perform other duties as assigned to achieve the department's and institution's goals and objectives.

• Maintains regular and predictable attendance.

Minimum Education and/or Training:

• High School Diploma or GED required.

Minimum Experience:

• 2+ years of significant experience providing support around IT systems (e.g., operating systems; setup and configuration of computers, printers in a networked environment, and mobile devices; maintenance of hardware components and computer peripherals).

• Experience supporting business teams around IT needs.

Compensation

In recognition of certain U.S. state and municipal pay transparency laws, St. Jude is including a reasonable estimate of the compensation range for this role. This is an estimate offered in good faith and a specific salary offer takes into account factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the salary range and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current salary range is $26.00 - $45.50 per hour for the role of Service Desk - Technical Support Specialist.

Explore our exceptional benefits!

St. Jude is an Equal Opportunity Employer

No Search Firms

St. Jude Children's Research Hospital does not accept unsolicited assistance from search firms for employment opportunities. Please do not call or email. All resumes submitted by search firms to any employee or other representative at St. Jude via email, the internet or in any form and/or method without a valid written search agreement in place and approved by HR will result in no fee being paid in the event the candidate is hired by St. Jude.