Service Desk Associate
Vitalant
Join Vitalant and help make a difference in the lives of others through the power of blood donation. We’re currently seeking a Service Desk Associate to support our lifesaving mission by providing exceptional IT service to internal customers. As the first point of contact for all IT incidents and requests, you'll play a vital role in ensuring our teams have the tools and technology they need to succeed. Using ITIL and HDI standards, you’ll deliver outstanding virtual customer service and technical support, from initial assessment and triage to resolving issues with IT hardware, infrastructure, and software.
As a Service Desk Associate, you'll get to:
Serve as the go-to point of contact for IT support, ensuring a seamless customer experience.Troubleshoot and resolve hardware, software, network, and telephony issues using remote tools.Log, track, and document incidents and requests, escalating complex issues when needed.Install software updates and support proprietary systems, Microsoft 365, and operating systems.Provide end-user support for Android, iPhone, and MDM registration.Work hands-on with a variety of devices, including laptops, scanners, printers, and wireless equipment.Proactively monitor the network, resolve basic issues, and collaborate with network staff on advanced problems.Manage user accounts in Active Directory/Azure and proprietary applications.Maintain confidentiality while supporting critical technology needs.Knowledge/ Education Associate’s Degree in Computer Information Systems, Information Technology, related field OR equivalent experience required. Knowledge of various Microsoft operating systems and Microsoft 365 required. General knowledge/understanding of computer hardware, software, servers, Active Directory, and basic networking required. Basic understanding of how IT infrastructure works together required. Licenses/ Certifications ITIL, Six Sigma, HDI Support Center Analyst or other relevant Service Desk / CI certification preferred. Experience One year of Service Desk experience required. Skills/ Abilities Must possess the skills and abilities to successfully perform all assigned duties and responsibilities. Must be able to maintain confidentiality Excellent customer service through both written and verbal communication skills Must be self-motivated with good organizational skills Ability to organize workload and work under pressure Must be able to work flexible shifts Strong skills working with customers over the phone to resolve IT issues Strong analytical, critical thinking, and problem-solving skills Experience using remote connectivity tools and protocols Ability to type and talk at the same time to capture ticket documentation
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