Technical Support Specialist I - Farmington

Technical Support Specialist I - Farmington, CT 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 Provides direct technical support to clients for routine end-user computing issues following documented procedures and standards. Responds to incident and request tickets through the ITSM platform and ensures accurate documentation of work performed. Assists with the deployment of standard end-user computing hardware and peripherals under established guidelines. Performs basic troubleshooting of operating systems, applications, and peripherals; escalates moderately complex or unfamiliar issues per defined escalation paths. Follows ITIL-aligned processes for incident, request, and change activities. Documents solutions and contributes to knowledge base articles by capturing repeatable resolutions and observations. Collaborates with Technology Support Specialist II and III staff to learn troubleshooting approaches and support service delivery. Maintains required training and actively develops technical knowledge of supported tools, systems, and services. Demonstrates professional communication and strong customer service skills in all client interactions. Other duties as assigned.

Knowledge, Skills, and Abilities Preferred Certifications:

CompTIA ITF+; CompTIA A+ 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. Basic knowledge of operating systems (e.g., Windows, macOS) and common end-user applications. Ability to follow documented procedures and apply standard troubleshooting steps. Experience supporting or handling end-user computing hardware and peripherals preferred. Effective communication skills and a strong commitment to customer service and ongoing learning. 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 #CA-EH8

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.

Bar Harbor:

The Jackson Laboratory's 43-acre scenic Bar Harbor campus is nestled between the Gulf of Maine and the mountains of Acadia National Park. Some of the best hiking and biking in the world (over 50 square miles of mountains, lakes, views, and dramatic coastline) is accessible from our campus. We are one mile from downtown Bar Harbor, which offers a vibrant downtown district with a plethora of restaurants, shops, museums, and galleries.

Ellsworth:

The Charles E. Hewett Center in Ellsworth, Maine, is a state-of-the-art facility that serves researchers world wide. The facility represents the culmination of nine decades of unmatched experience and leadership in breeding and caring for laboratory mice. Ellsworth, Maine, is one of Maine's fastest growing cities. With a growth rate of nearly 20%, Ellsworth is a bustling year-round community and acts as a hub for surrounding towns. It is located nearby Acadia National Park and hosts numerous special events, concerts and festivals each year. Residents have access to fabulous shopping, recreation, museums, galleries, and dining at a variety of independent restaurants.

Farmington:

JAX Genomic Medicine is transforming medicine by improving patient care, lowering costs, and increasing life span and health span. JAX Genomic Medicine's research focuses on the complex genetic causes of disease and on the development of genomic solutions tailored to each person's unique genetic makeup. JAX Genomic Medicine sits on a 17-acre site on the campus of the University of Connecticut Health Center. The 183,500-square-foot facility opened in the fall of 2014. Now, it houses over 300 biomedical researchers, technicians, and support staff in state-of-the-art computing facilities and laboratories. In Connecticut, JAX resides in the scenic town of Farmington, in the state's capitol region. The Hartford region, which offers some of the best public schools in the country, is made up of both bigger cities and smaller, charming historic New England towns. JAX Genomic Medicine is also geographically located within 2 hours of Boston and New York and is close to multiple transportation systems, including bus lines, highways, railroads and international airports.

Sacramento:

The JAX® Mice, Clinical and Research Services facility is located in Sacramento, the state capital of California. Sacramento is less than a two-hour drive from San Francisco, Napa Valley, and scenic Lake Tahoe, and a short flight to both Los Angeles and Orange County. Sacramento is the birthplace of the nation's Farm to Fork movement, and offers excellent restaurants, gastro-pubs, wineries, theaters, and museums.

Outdoor activities are plentiful:

Boating, white water rafting, and riding the scenic bicycle trails are popular. Housing and other costs of living are more affordable in Sacramento and its surrounding suburbs than in most other neighboring areas in the North Bay, making Sacramento one of the hottest housing markets in the country year after year.

Augusta:

JAX's Maine Cancer Genomics Initiative (MCGI) is located in Augusta, Maine, in the Harold Alfond Center for Cancer Care (HACCC), at Maine General Hospital. It began operations in 2016 with three overarching goals: to provide cancer genomic testing for Maine cancer patients; to develop and deliver physician education about clinical genomic cancer diagnostics; and to build a network in Maine of oncology practices conducting studies in genomic medicine.