The Technical Support Specialist I provides foundational technical support for end-user computing systems, applications, and related technologies. The TSS I resolves routine issues, supports standard hardware deployments, and delivers consistent, high-quality customer service while developing technical skills and familiarity with JAX IT standards and processes. This role works under close to general direction and escalates more complex issues to senior team members as appropriate. This role is a high-value contributor to sustaining JAX IT Support Excellence.
Key Responsibilities & Essential Functions
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Provides direct technical support to clients for routine end-user computing issues following documented procedures and standards.
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Responds to incident and request tickets through the ITSM platform and ensures accurate documentation of work performed.
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Assists with the deployment of standard end-user computing hardware and peripherals under established guidelines.
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Performs basic troubleshooting of operating systems, applications, and peripherals; escalates moderately complex or unfamiliar issues per defined escalation paths.
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Follows ITIL-aligned processes for incident, request, and change activities.
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Documents solutions and contributes to knowledge base articles by capturing repeatable resolutions and observations.
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Collaborates with Technology Support Specialist II and III staff to learn troubleshooting approaches and support service delivery.
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Maintains required training and actively develops technical knowledge of supported tools, systems, and services.
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Demonstrates professional communication and strong customer service skills in all client interactions.
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Other duties as assigned.
Knowledge, Skills, and Abilities
- Preferred Certifications: CompTIA ITF+; CompTIA A+
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One to three years of experience in technical support, customer support, related technology role (or equivalent education and training), or position using technology in related way.
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Basic knowledge of operating systems (e.g., Windows, macOS) and common end-user applications.
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Ability to follow documented procedures and apply standard troubleshooting steps.
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Experience supporting or handling end-user computing hardware and peripherals preferred.
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Effective communication skills and a strong commitment to customer service and ongoing learning.
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Familiarity with ticketing systems or ITSM platforms preferred.
Education Required: High School Diploma or GED
Education Preferred: Associate’s degree in information technology, a technical discipline, or another field combined with relevant technical training or experience.
Experience Required: 1 years
Experience Preferred: 3 years
Pay Range: $25.34 - $36.75
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About JAX:
The Jackson Laboratory is an independent, nonprofit biomedical research institution with a National Cancer Institute-designated Cancer Center and nearly 3,000 employees in locations across the United States (Maine, Connecticut, California), Japan and China. Its mission is to discover precise genomic solutions for disease and empower the global biomedical community in the shared quest to improve human health.
Founded in 1929, JAX applies over nine decades of expertise in genetics to increase understanding of human disease, advancing treatments and cures for cancer, neurological and immune disorders, diabetes, aging and heart disease. It models and interprets genomic complexity, integrates basic research with clinical application, educates current and future scientists, and provides critical data, tools and services to the global biomedical community. For more information, please visit www.jax.org.
EEO Statement:
The Jackson Laboratory provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non-discrimination laws.
