It Service Desk Technician I

The Cystic Fibrosis Foundation is a leading healthcare nonprofit organization like no other. For decades, we have been taking major steps and pioneering new ways to advance the mission to find a cure for cystic fibrosis and to provide all people with CF the opportunity to lead long, fulfilling lives by funding research and drug development, partnering with the CF community, and advancing high-quality, specialized care.
We are the global leader in the search for a cure for cystic fibrosis and nearly every CF drug and therapy available today was made possible because of CF Foundation support. We did this not only for the close to 40,000 people living in the U.S. with CF - and the estimated 105,000 people worldwide - but for the people with CF and families who have worked tirelessly to support the mission.
These achievements have required dedication and unwavering commitment from a talented team of CF Foundation employees. We promote an environment that attracts -- and retains -- a diverse group of talented people who are passionate about eradicating this disease . Join us and you will join an amazing team, devoted to our community, and our mission.
Position Description
The Cystic Fibrosis Foundation (CF Foundation) and its employees embrace their commitment to its core values. These core values are the pillars on which the CF Foundation stand and will continue to sustain us as we move forward.

• Keep sight of what really matters: Our decisions are based on what is best for people with cystic fibrosis and their families.
• Aspire for excellence in all we do: We take pride in our work. We are committed to continuous learning and improvement.
• Stronger together: We collaborate and work together so that we can learn more and achieve more.
• Innovate with courage: We embrace challenges. We reach beyond boundaries in pursuit of our vision.
• Care about our people: We deeply care about each other and all who support our shared mission. We listen with respect. We support one another.

We are a nonprofit, donor-supported organization that has raised and invested billions of dollars to help develop cystic fibrosis therapies that have changed the lives of people with this disease. Nearly every CF medicine available today was made possible because of Foundation support.
POSITION SUMMARY:
The role of the Service Desk Technician Level I is to ensure proper computer operation for end-users to assist with accomplishing business tasks. The IT Service Desk Technician I primarily serves as the first point of contact for customers seeking technical assistance over the phone or through the ticketing system. The Service Desk Technician I provides mostly remote technical assistance and support for incoming concerns or issues related to systems, software or hardware. Within 15 minutes of customer outreach, the Service Desk Technician assesses the issue and assigns or escalates tickets to IT Service Desk Technician - Level 2, Level 3, or IT teams as defined by the Service Level Agreement (SLA) expectations. This position is based in Lexington, MA, and requires 2-3 days per week in the office.
ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide outstanding customer service both at desk-side and via remote tools.
• Follow relevant Standard Operating Procedures (SOPs), work instructions, and previously completed tickets to provide Level 1 technical assistance primarily through remote support and provide limited desk-side support related to computer systems, hardware, or software taking <15 minutes.
• Monitor the IT Service Desk Teams ticket queue, categorize incoming incident tickets or create tickets in the ticketing system from callers/call management system/walk-ups.
• Respond to queries, run diagnostic programs, isolate programs, and determine the resolution, assignment, or escalation of the tickets to appropriate IT Service Desk Technician - Level 2 or Level 3 and IT Teams while meeting SLA targets and quality survey metrics.
• Identify and write useful tier-1 knowledge base articles to train computer users.
• Consistently set/reset customer's expectations on timeframe to complete the task or fix.
• Provide customer with incident numbers, keep customer informed of troubleshooting/resolution steps, and follow-up with customer to confirm/verify resolution.
• Research and identify solutions to software and hardware issues related to specialty lab equipment.
• Efficiently follow-up with laboratory personnel on a regular basis in relation to laboratory equipment computers to drive a positive customer experience.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Bachelor's degree in IT or related field (or equivalent experience).
• Up to two years of experience as a desktop engineer in an enterprise environment, including experience performing repairs, maintenance, and troubleshooting of laptops and desktops.
• Basic understanding and troubleshooting skills of Windows (7 and 10), Office 365 suite, Active Directory (both on-site and remote).
• Basic troubleshooting Mac OS.
• Aptitude in OS repairs, spy ware and virus removal, hardware, upgrades, and troubleshooting.
• General understanding of basic LAN/WAN technologies.
• Ability to learn and apply general knowledge and skills that are related to one or more formally recognized functions within the organization:
  
  • LAN/WAN technologies
  • OS Repairs
  • Spyware and virus removal
  • Hardware
• Pharma/Biotech or similarly regulated environment experience preferred.
• Strong troubleshooting skills related to maintaining PCs connected to laboratory instruments preferred.
• Prior experience in IT within Research & Development function preferred.
• Good customer service skills to assist clients and customers.
• Good communication skills, including the ability to communicate technical concepts to a non-technical audience; express information to individuals or groups effectively.
• Good writing skills, including the ability to document computer related training.
• Good problem-solving skills, including the ability to identify problems and determine accuracy and relevance of information; use sound judgment to generate and evaluate alternatives, and to make recommendations.
• Good attention to detail.

REPORTING RELATIONSHIPS:

• Report to Director, IT Service Management. No direct reports.

WORKING CONDITIONS:

• Ability to work staggered shifts and to provide weekend emergency coverage support on scheduled shifts.
• Normal office environment with little exposure to excessive noise, dust, and temperature.
• No heavy lifting required.
• Minimal travel (e.g., 2x/yr.) to conferences and meetings, as necessary.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.
Total Rewards: The CF Foundation is committed to offering competitive compensation (base pay and incentive), benefits, and professional development opportunities that maximize our ability to recruit, retain, reward, and motivate a highly-qualified and diverse workforce. Our comprehensive benefits package includes medical, dental, and vision coverage; generous time-off and leave policies; a holistic well-being program; health savings and flexible spending accounts; employer-provided life and disability insurance; retirement savings benefits; and a variety of work-life benefits to support employees and their family members.
The CF Foundation is an equal opportunity employer that is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. We strive to recruit and maintain a diverse workforce. Qualified applicants will receive consideration for employment without regard to race, physical or mental disability, color, religious creed, ancestry, national origin, religion, age, sex, marital status, genetic information or testing, gender identity and expression, sexual orientation or status as a Vietnam-era or special disabled veteran or any characteristic protected by law.
Reasonable Accommodations: The CF Foundation is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or would like to request an accommodation due to a disability, please contact us at HROps@cff.org.