Service Desk Associate (Finance)
Description
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.
Requirements
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
Summary
About Us
Vitalant is one of the nation's largest nonprofit blood and biotherapies healthcare organizations, providing hospitals and patients across the U.S. a safe blood supply, specialized laboratory services, transfusion medicine expertise and world-renowned research. We have a network of 115 donation centers across the U.S. and host approximately 60,000 bl ood drives annually. Vitalant provides blood and special services to patients in more than 900 hospitals across the U.S. where millions of people depend on blood donations from our generous donors.
Vitalant is committed to fostering a diverse and inclusive workplace built on a foundation of respect, integrity, teamwork, and excellence. Through our DEI strategic plan, we create opportunities for employees of all backgrounds to feel valued, seen and heard. We believe this mission drives creativity and innovation, as employees experience an environment conducive to personal growth and career development.
EEO/Minorities/Females/Disabled/Veterans
Our organization is an equal employment/affirmative action employer. If you need accommodation for any part of the employment process because of a medical condition or disability, please send an e-mail to Careers@vitalant.org to let us know the nature of your request.
For more EEO information about applicant rights click here
