Global Service Desk level I
Blue Origin · Huntsville, AL ·
- Employment
- Full time
- Category
- Support
Application close date:
Applications will be accepted on an ongoing basis until the requisition is closed.At Blue Origin, we envision millions of people living and working in space for the benefit of Earth. We’re working to develop reusable, safe, and low-cost space vehicles and systems within a culture of safety, collaboration, and inclusion. Join our team of problem solvers as we add new chapters to the history of spaceflight!
This role is part of Enterprise Technology (ET), where we’re developing the digital infrastructure needed to build the road to space, with an emphasis on digital capabilities required to advance Blue Origin’s mission. Enterprise Technology is the center of excellence for digital technology at Blue Origin, providing oversight and governance to align technology and business strategies.Blue Origin is seeking an experienced & talented individual as part of our efforts to grow our IT Global Service Desk team. As a Global Service Desk Technician, their scope will include providing technical support to internal users over the phone, chat and our internal ticketing system. Technicians will also contribute as part of project work for the team & to knowledgebase articles on technical information & processes. The IT Support Global Service Desk Technician is a member of the Information Technology department and reports directly to the Global Service Desk Manager/Supervisor.
The ideal candidate must have a passion for providing a world-class experience in customer service to employees seeking assistance with their IT related issues. The technician will be expected to manage a large workload under tight deadlines as this team provides support for all the teams that design and build our space vehicles while ensuring departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met at their home site as well as any remote sites that the technician supports.
Responsibilities
Actively work in the online ticketing system to triage, resolve, and route tickets to the appropriate teams in a timely manner to maintain department service level agreements.
Provide 1st & 2nd Tier Chat & Phone support to end-users to resolve, report, and escalate on user issues
Maintain Support in after-hours settings- providing coverage for any organizational needs
Front lines for incident reporting & escalation to the broader Enterprise Technology group
Creating documentation and providing feedback on existing documentation to assist in building or updating processes.
Qualifications
Proven track record working in an enterprise-level technical helpdesk or desktop support role for at least two years in addition to AS degree in IT or related field or equivalent additional experience, supporting hardware/software troubleshooting and being in a customer-facing position
Extensive experience with Windows 11; Microsoft Office including Project and Visio; Domain account and computer management; Adobe products; Antivirus, Disk Encryption, and VPN applications
Previous call center experience, especially supporting high volumes of calls
General awareness of troubleshooting computer systems, Microsoft Office products, and VPN solutions
Active Directory security group, computer, and user administration
Ability to identify potential changes and system improvements to present to senior team leaders for consideration and implementation
Self-starter with high energy and a desire to learn
Customer-centric attitude to support and instruct computer users to provide efficient resolution of complex problems
Ability to earn trust, maintain positive and professional relationships, and contribute to a culture of inclusion.
Must be a U.S. citizen or national, U.S. permanent resident (current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.
Desired:
Two or more years of experience in IT, customer service, or related technical fields
A+, NET+, Security+ or comparable certifications
Excellent written and oral communication skills with demonstrated ability to interact effectively with customers at all levels
Ability to build rapport with customers & teammates
Maintain a positive and professional demeanor
Must be able to prioritize, execute, and make sound decisions in a timely manner.
Ability to document standard work and cross-train as needed
Able to adjust quickly to fast changing priorities and deadlines
Strong attention to detail
Fundamental knowledge of Mac OS and Linux
Culture Statement
Don’t meet all desired requirements? Studies have shown that some people are less likely to apply to jobs unless they meet every single desired qualification. At Blue Origin, we are dedicated to building an authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every desired qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
Export Control Regulations
Applicants for employment at Blue Origin must be a U.S. citizen or national, U.S. permanent resident (i.e. current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.
Background Check
- Required for all positions: Blue’s Standard Background Check
- Required for Certain Job Profiles: Defense Biometric Identification System (DBIDS) background check if at any time the role requires one to be on a military installation
- Required for Certain Job Profiles: Drivers who operate Commercial Motor Vehicles with a Gross Vehicle Weight (GVW), Gross Vehicle Weight Rating (GVWR) or combination of power unit and trailer that meets or exceeds 10,001 lbs. and/or transports placardable amounts of hazardous materials by ground in any vehicle on a public road while in commerce, may be subject to additional Federal Motor Carrier Safety Regulations including: Driver Qualification Files, Medical Certification (obtained before onboarding), Road Test, Hours of Service, Drug and Alcohol Testing, vehicle inspection requirements, CDL requirements (if applicable) and hazardous materials transportation/shipping training.
- Required for certain Job Profiles: Ability to obtain and maintain Merchant Mariner Credential, which includes pre-employment and random drug testing as well as DOT physical
Benefits
- Benefits include: Medical, dental, vision, basic and supplemental life insurance, paid parental leave, short and long-term disability, 401(k) with a company match of up to 5%, and an Education Support Program.
- Stock Options for all regular employees (working at least 20 hours/week)
- Paid Time Off: Up to four (4) weeks per year based on weekly scheduled hours, and up to 14 company-paid holidays.
- Dependent on role type and job level, employees may be eligible for benefits and bonuses based on the company's intent to reward individual contributions and enable them to share in the company's results, or other factors at the company's sole discretion. Bonus amounts and eligibility are not guaranteed and subject to change and cancellation. Please check with your recruiter for more details.
Equal Employment Opportunity
Blue Origin is proud to be an Equal Opportunity/Affirmative Action Employer and is committed to attracting, retaining, and developing a highly qualified and dedicated work force. Blue Origin hires and promotes people on the basis of their qualifications, performance, and abilities. We support the establishment and maintenance of a workplace that fosters trust, equality, and teamwork. We provide all qualified applicants for employment and employees with equal opportunities for hire, promotion, and other terms and conditions of employment, regardless of their race, color, religion, sex, sexual orientation, gender identity, national origin/ethnicity, age, physical or mental disability, genetic factors, military/veteran status, or any other status or characteristic protected by federal, state, and/or local law. Blue Origin will consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state, and local laws, including the Washington Fair Chance Act, the California Fair Chance Act, the Los Angeles Fair Chance in Hiring Ordinance, and other applicable laws. For more information on “Know Your Rights,” please see here.
Affirmative Action and Disability Accommodation
Applicants wishing to receive information on Blue Origin’s Affirmative Action Plans, or applicants requiring a reasonable accommodation in order to participate in the application and/or interview process, please contact us at [email protected]. Please note this is a publicly managed inbox. Please do not include any personal medical information in your request.