PARTTIMEStrategicSupportAssociate,ServiceDesk-OnSite

**_If you are an internal associate, please login to Workday and apply through Jobs Hub._** ## **_Job Purpose_** ## Jackson's Strategic Support Program (SSP) is designed to create a talent pipeline, providing on-demand staffing to various departments and teams within our organization. As a Strategic Support Associate (SSA), you will join our talented population of associates, performing critical daily business support functions which directly impact customer satisfaction.The Service Desk SSA will be a member of Jackson's Associate Technology Operations Service Desk team. They will act as the central point of contact between users and the IT organization. The associate's primary purpose is to ensure that incidents, service requests, and communications are managed efficiently to maintain smooth business operations. This position will support day-to-day IT Operations functions and continuously improve the program while maintaining security and strong relationships with internal departments. The Service Desk operates Monday – Friday 7:00am- 7:00pm EST. ## **_Essential Responsibilities_** ## * Receive, log, and manage incoming service requests and incidents via phone, email, or ticketing system. * Diagnose and resolve technical issues related to hardware, software, network connectivity, and user access. * Triage service requests and incidents to Level 2 and Level 3 support teams and escalate as needed. * Maintain an 85% occupancy rate to ensure high availability for incoming calls. * Provide courteous, professional, and timely support to all users. * Communicate clearly and effectively, ensuring users are informed of issue status and resolution steps. * Maintain a positive and service-oriented attitude in all interactions. * Update knowledge base articles and contribute to documentation for common issues and solutions. * Record detailed information on all support activities in the service management system. * Generate reports on ticket trends, resolution times, and user