General Scope and Summary

Sage Therapeutics is searching for an innovative, team-oriented Service Desk Technician II. In this role the individual will ensure proper computer operation and queue management. This individual will ensure that work is correctly distributed amongst the team so that end users can accomplish business tasks, including actively resolving end-user IT service requests and incidents. Problem resolution may involve the use of diagnostic and help request tracking tools and require that the individual give in-person, hands-on help at the desktop level. The Service Desk Technician II is also responsible for assisting with the design, implementation, and maintenance of the DEC knowledge base for technical support and work instructions.

Roles & Responsibilities

• Evaluate documented resolutions, analyze trends, and escalate appropriately to management to prevent recurring issues.

• Assist with training DEC Teams on how to create knowledge base articles.

• Review, improve, and design knowledge content from our Service Desk support teams.

• Deploy pre-packaged software as needed using automated deployment tools.

• Assist in application rollouts according to change management best practices.

• Manage Service Desk request queue and dispatch to appropriate resources.

• Research solutions and ensure answers are documented in the Knowledgebase.

• Perform hands-on fixes at the desktop level when remote tools are not. appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.

• Contribute to technician knowledge base and training as needed.

• Identify opportunities for improvements to processes and system functionality.

• Organize and triage validated systems tickets to the proper GxP applications support teams.

• Drive validated systems process automation and workflow enhancements and generate validation and GxP knowledge articles.

• Provide end-user training and new hire orientation as required. Maintain existing technical content and help to manage their continual enhancements.

• Manage site content, ensuring pages are organized, current, appear professional and provide workflow capabilities that support the organizational mission and goals.

Experience, Education and Specialized Knowledge and Skills

Must thrive working in a fast-paced, innovative environment while remaining flexible, proactive, resourceful, and efficient. Excellent interpersonal skills, ability to develop important relationships with key stakeholders, good conflict management and negotiation skills, ability to analyze complex issues to develop relevant and realistic plans, programs and recommendations. Demonstrated ability to translate strategy into action; excellent analytical skills and an ability to communicate complex issues in a simple way and to orchestrate plans to resolve issues and mitigate risks.

Basic Qualifications

• Bachelor’s degree required.

• 2+ years' experience with desktop and server operating systems, Windows 10, Mac OS X, iOS, and Android.

• 2+ years’ experience writing process/work instructions, ServiceNow and working in an ITIL-driven environment.

Preferred Qualifications

• Bachelor’s degree in information technology or related field.

• Certification in ServiceNow.

• Experience using the Apple Configurator for configuring Apple iOS devices.

• Exceptional customer service skills.

• Strong analytical and problem-solving skills.

• Ability to present technical ideas in user and business-friendly language.

• Strong attention to detail and the ability to work individually, within a multi-disciplinary team, as well as with external partners and vendors.

• Ability to effectively prioritize and execute tasks in a fast-paced environment

• Strong documentation skills.

• Embrace our core values: Put People First, Do Right, Improve Lives, Forge New Pathways, and Cultivate Curiosity.

• Excitement about the vision and mission of Sage.

Benefits and Compensation

• The actual salary offered within the range is dependent on a variety of factors including, but not limited to, relevant experience, qualifications, education, skills, and performance.
• This position is eligible to participate in the Company’s annual bonus plan; the bonus varies based on performance and is subject to the standard terms and conditions of the incentive program.
• To support your well-being, we offer a comprehensive benefits and wellness package, which includes medical, dental, and vision coverage upon hire. More information can be found in our Benefits Guide.

• Base salary ranges are periodically reviewed and subject to change. #LI-Remote