Service Desk Support Specialist II

Headquarters, Boston, MA
210 Massachusetts Ave
Boston, MA 02115, USA

Work as a member of the OCIO Service Team to resolve customer requests and incidents with the highest standards of technical quality & customer service (75%). Serve on projects to meet emerging technology needs and proactively improve OCIO’s service level performance (25%). Role combines extensive communication and team interaction skills (both on-site and with offsite vendors) as well as “hands‑on” technical ability.

• Build strong, positive customer relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude.
• Answer incoming requests and resolve incidents emphasizing first‑call resolution. Escalate incidents to proper resource/tier if needed while maintaining service level agreement (SLA) accountability. Communicate with customers throughout the lifecycle of requests/incidents.
• Use our incident management system to track the progress of the request. Use and grow our documentation knowledge base to improve the consistency & effectiveness of service delivery across the team.
• Provision, maintain, and remove security privileges across all OCIO managed systems. Manage user accounts, reset passwords, and maintain permissions. Help produce compliance documentation and reports as required.
• Serve as “Technical Lead” or “Subject Matter Expert” on OCIO projects as assigned. Examples include annual desktop/laptop refreshes, enterprise software evaluation/configuration, mass software upgrades, security & compliance, and process improvement.

Supervisor: OCIO IT Operations Manager

Supervises: NA

Regular Contacts: OCIO Service Desk and various employees in the organization

• 1-3 years experience providing technical support to customers.
• Works under supervision as member of the Service Desk team.
• Updates support documentation used by the entire team. Authors new documents as assigned under supervision.
• Able to communicate OCIO policies and apply to simple situations. Knows how to request approval for exceptions.
• Able to build customer satisfaction & trust under routine circumstances.
• 4-6 years experience providing technical support to customers.
• Trains & mentors junior staff, interns on the Service Desk Team.
• Provides QA on support documentation written by others, proactively writes new documentation as needs arise.
• Serves as technical support lead on complex projects. Identify risks and bring to the project team for evaluation & mitigation.
• Able to communicate OCIO policies and apply to complex situations.
• Able to build customer satisfaction and trust under difficult circumstances. Resolve simple conflicts.
• Able to respond to emergency situations using proper procedures; including after business hours.
• Know when to escalate issues & request external help (i.e., vendors, technical specialists) to resolve an issue versus spending more time & resources internally.
• 7+ years experience providing technical support to customers.
• Able to write OCIO policies and able to approve exceptions independently.
• Provide process leadership by applying OCIO policies and industry best practices in ambiguous circumstances. Creates a path forward to customer satisfaction when requests get “stuck”.
• Exercise planning & leadership in completing internal OCIO Operations projects without the need for dedicated Project Manager. Provides effective communication across all stakeholder groups. Identify and mitigate risk proactively.

• Strong verbal communications. Track record of success operating collaboratively in teams and managing vendor relationships. Comfortable providing performance feedback to vendors (meeting SLAs), coaching, and conflict resolution.
• Strong written communication. History of authoring effective documentation as well as updating/maintaining it consistently.
• Strong analytical and problem‑solving. Able to resolve technical issues both directly (hand‑on) and indirectly (teamwork, influence)…