Global Service Desk level I

About the role

Blue Origin is seeking an experienced & talented Global Service Desk Technician to join our Enterprise Technology (ET) team. This role involves providing technical support to internal users over the phone, chat, and our internal ticketing system, contributing to project work, and creating knowledge-base articles. The ideal candidate will have a passion for delivering world-class customer service and managing a large workload under tight deadlines while meeting departmental KPIs and SLAs.

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 issues.
• Maintain support in after-hours settings, providing coverage for organizational needs.
• Serve as the front line for incident reporting and escalation to the broader Enterprise Technology group.
• Create and provide feedback on 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 an AS degree in IT or related field (or equivalent additional experience).
• 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.
• Self-starter with high energy and a desire to learn.
• Customer-centric attitude to support and instruct computer users for 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 Skills

• 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 and teammates.
• Maintain a positive and professional demeanor.
• Ability 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.

Benefits

• Medical, dental, and vision insurance.
• Basic and supplemental life insurance.
• Paid parental leave.
• Short and long-term disability.
• 401(k) with a company match of up to 5%.
• 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 additional benefits and bonuses.

Background checks are required for all positions. Additional checks may apply depending on the role, including DBIDS, DOT physicals, drug and alcohol testing, and CDL requirements where applicable.