Strategic Support Associate, Service Desk

Strategic Support Associate, Service Desk

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Jackson's Strategic Support Program (SSP) is designed to create a talent pipeline, providing on‑demand staffing to various departments and teams within our organization. As a Strategic Support Associate (SSA), you will join our talented population of associates, performing critical daily business support functions which directly impact customer satisfaction. The Service Desk SSA will be a member of Jackson's Associate Technology Operations Service Desk team.

They will act as the central point of contact between users and the IT organization. The associate's primary purpose is to ensure that incidents, service requests, and communications are managed efficiently to maintain smooth business operations. This position will support day‑to‑day IT Operations functions and continuously improve the program while maintaining security and strong relationships with internal departments. The Service Desk operates Monday – Friday 7:00 am‑7:00 pm EST and pays a competitive hourly rate of $14.00.

• Receive, log, and manage incoming service requests and incidents via phone, email, or ticketing system.
• Diagnose and resolve technical issues related to hardware, software, network connectivity, and user access.
• Triage service requests and incidents to Level 2 and Level 3 support teams and suspend as needed.
• Maintain an 85% occupancy rate to ensure high availability for incoming calls.
• Provide courteous, professional, and timely support to all users.
• Communicate clearly and effectively, ensuring users are informed of issue status and resolution steps.
• Maintain a positive and service‑oriented attitude in all interactions.
• Update knowledge base articles and contribute to documentation for common issues and solutions.
• Record detailed information on all support activities in the service management system.
• Generate reports on ticket trends, resolution times, and user satisfaction when required.
• Follow established IT policies, procedures, and operating level agreements (OLAs).
• Participate in continuous improvement initiatives to enhance service quality and efficiency.
• Ensure compliance with security and confidentiality standards.
• Work closely with other IT teams to resolve issues and improve service delivery.
• Stay current with new technologies, tools, and best practices relevant to the role.
• Participate in training sessions and team meetings to maintain technical proficiency.
• Leverage internal AI‑driven platforms to enhance Service Desk capabilities to reduce call volume.

• Performs other duties and/or projects as assigned.

• Exceptional customer service skills.
• Demonstrate a willingness to learn.
• Excellent communication and interpersonal skills.
• Ability to work independently as well as in a team environment.
• Ability to work in a fast‑paced environment.
• Ability to effectively communicate technical and non‑technical issues both verbally and in writing.
• Positive, flexible, and self‑motivated attitude.
• Detail‑oriented with excellent follow‑up skills.
• Excellent organizational skills with the ability to manage time and multiple priorities.
• Strong analytical and problem‑solving skills.
• Ability to understand new materials quickly and apply new information, concepts, and procedures in a constructive manner.
• Knowledge of hardware and software platforms, including desktops, laptops, printers, peripherals, Windows 10/11, Active Directory, Microsoft Office 365 and mobile devices (iPhone/iPad, Android).
• Demonstrated proficiency in using the Microsoft Office suite of applications including Microsoft Project, Visio, PowerPoint, Word, Outlook, and Excel.
• Flexible shifts offered Monday – Friday from 7:00 am – 7:00 pm with a minimum shift requirement of 4 hours.
• Weekly maximum of 29 hours, with 18 hours required.

• Enrolled in a 2 or 4 year program focused on information technology, computer science, or cybersecurity preferred.
• Internship…