TE65P2 Workplace Engineer

CAS uses unparalleled scientific content, specialized technology and unmatched human expertise to help R&D organizations across Commercial, Government and Academic sectors create groundbreaking innovations that benefit the world. As the Scientific Information Solutions Division of the American Chemical Society, CAS manages the largest curated reservoir of scientific knowledge, and for 119 years, has helped innovators mine, assess and apply that information to keep businesses thriving. The CAS team is global, diverse, endlessly curious and strives to make actionable scientific insights accessible to innovators worldwide.

CAS is currently seeking a Workplace Engineer. This hybrid position will be located in our headquarters in Columbus, Ohio.

Job Summary:

The Workplace Technology Service Desk is a frontline, end user computing support team responsible for resolving, documenting, and owning IT incidents and service requests through completion or appropriate escalation. This role serves as the first point of contact for employees and is critical to the delivery of consistently high-quality customer experience across phone, chat, email, and in-person support channels. The position is ideal for a technically capable, customer-focused professional who can resolve most issues at first contact, communicate clearly with users of varied technical ability, and take ownership of improvements to tools, documentation, and support workflows. This role also contributes to small projects, automation, and service enhancements that increase reliability, reduce repeat incidents, and improve employee experience.

Essential Functions:

·       Regular attendance at your work location on the Columbus campus (hybrid schedule) is a requirement of this role.

·       Provide first-contact technical support via phone, chat, email, and walk-up interactions, maintaining ownership through resolution or appropriate escalation.

·       Own incident and request management from intake through closure by following ticketing standards, prioritizing work appropriately, and meeting SLOs.

·       Deliver consistently high-quality customer experience and maintain greater than 95% positive customer satisfaction.

·       Effectively de-escalate calls, while maintaining a calm, customer-focused approach.

·       Create and maintain documentation (knowledge articles, SOPs, quick reference guides) to enable consistent support and self-service.

Position Responsibilities:

·       You will deliver frontline support to staff using Windows and macOS laptops across all communication channels. You will assist with basic UNIX support for legacy Solaris systems, with training provided. Routine tasks may include:

·       Answering hotline phone calls and fulfilling electronic service requests such as software installation (including unpackaged software), peripheral and driver installation, inventory tracking, and device refreshes for Windows and Mac systems.

·       Identifying trends and recurring issues with applications, proposing root-cause fixes, and partnering with Workplace Engineering/Infrastructure teams to implement sustainable solutions that reduce repeat incidents.

·       Supporting technology rollouts and continuous service improvements (e.g., M365 changes, Windows updates, endpoint tools) by testing, communicating impacts, and updating user guidance.

·       Making sure that security controls required by HIPAA, CIS, and NIST are adhered to.

Qualifications 

College degree in a related field or a minimum of 2 years of experience supporting an enterprise service desk environment (or equivalent experience).

HDI Certifications, CompTIA A+, Network+, and/or Security+

Microsoft foundational certifications (e.g., Windows 11, MS-900/M365, SharePoint Online, or Endpoint Administrator (Examples: MD-102, SC-900, AZ-140, etc.)

Apple technologies (e.g., Microsoft Intune, Apple Certified Support Professional (ACSP)

ITIL Foundation v4 or v5

Ability to work with limited supervision, take ownership of assigned tasks or small initiatives, and apply sound judgment on when to escalate.

Excellent customer service

Professional verbal and written communications