The First Church of Christ, Scientist · 1 month ago
Service Desk Support Specialist II
Boston, MA
Full-time
Onsite
Mid, Senior Level
$33.90/hr - $44.07/hr
4+ years expThe First Church of Christ, Scientist is seeking a Service Desk Support Specialist II to join their Office of the Chief Information Officer. This role involves resolving customer requests and incidents while maintaining high standards of technical quality and customer service, as well as participating in projects to enhance service level performance.
Non ProfitReligion
Responsibilities
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
Qualification
Required
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
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'
Excellent stakeholders negotiation skills
Good at de-escalation & conflict resolution
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 SLA's), 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) through service partners and product vendors
Strong curiosity and love for learning
Desire to maintain technical proficiency, industry best practices, and certification through combination of personal self-study and TFCCS-funded training/conferences
Access to confidential information requires an impeccable background of professional judgment & ethical behavior
Software proficiency including Windows & Mac OS, MS Office, VoIP phones, and Google Mail/Apps
Knowledge of scripting and automation tools a plus!
Working knowledge of enterprise network systems, including remote access systems such as VPN
After-hours availability for emergencies / alerts mandatory
Preferred
Membership in The Mother Church preferred
Company
The First Church of Christ, Scientist
The First Church of Christ, Scientist, in Boston, Massachusetts, also known as The Mother Church, is the global headquarters for the Christian Science movement, a Christian denomination originated in America, founded by Mary Baker Eddy in 1879.
201-500 employees
H1B Sponsorship
The First Church of Christ, Scientist has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2021 (2)
Funding
Current Stage
Growth StageLeadership Team
Wendy Prugh, PMP
Chief Technology Officer
Audrey MacKenzie
Chief Information Officer
Recent News
The Christian Science Monitor | All stories
2025-04-16
The Christian Science Monitor | All stories
2025-04-04
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2025-04-01
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