Associate Help Desk Specialist

AlloSource•Centennial, CO

3d•$17 - $19•Onsite

About The Position

Would you like to develop your skills working for a mission-driven organization while playing an important role in leading the way in Life Sciences? AlloSource is a BioTech company headquartered in Centennial, Colorado. Here at AlloSource we’re not looking for jobseekers. We want people dedicated to our mission of restoring hope to donor families and helping patients heal through our innovative cellular and tissue allografts. This takes a special person with a strong desire to help make a tremendous impact on people’s lives. Regardless of which department you work in at AlloSource, we value your efforts, your top-notch skills, and your abilities to contribute to our ultimate goal of saving or enhancing human life! What better reward is there than knowing you contributed, in some way, to save or enhance a person’s life! If this sounds like an organization you wish to be a part of, then we invite you to apply. Summary: Provides first-line IT support with a strong emphasis on delivering exceptional customer experience. Serves as the primary point of contact for end users, ensuring clear, professional, and empathetic communication while guiding customers through technical issues. Utilize a Service Desk ticketing and knowledge base system to assist computer users with hardware and software problems; technical problems; diagnosing nature of problems; and assisting customers through problem solving steps. Escalating to senior teammates and vendor partners to resolve the issue. This is a Tier 1 role providing first-line technical support and escalating unresolved issues to Tier 2/Senior team members.

Requirements

High School diploma or equivalent
0–1+ years of customer service experience with strong communication skills in person and by phone.
Demonstrated ability to build trust with customers and maintain professionalism during challenging interactions.
Experience diagnosing problems to develop corrective action.
Ability and willingness to learn new technologies quickly and apply IT troubleshooting skills effectively.
Exposure to setting clear expectations with customers regarding timelines, next steps, and resolution progress.
Must have knowledge of Windows operating environment.
Ability to communicate in English proficiently (speaking, reading, writing, and comprehension)
Familiarity with Microsoft Office applications

Nice To Haves

Associates degree or higher in IT or related field
Common Industry Certifications including but not limited to MCTS\MCITP\MCP, A+, ITIL Foundations, Network+
1+ years of IT support experience
Hardware trouble shooting – Basic Understanding
Desktop application trouble shooting – Basic Understanding
Network Topology trouble shooting – Basic Understanding.
Chat and Online Meetings support – Basic Understanding
Mobile support – Basic Understanding
Printer support – Basic Understanding
Active Directory – Basic Understanding
Ticketing Systems/Documentation-Basic Understanding

Responsibilities

Deliver high-quality customer support experience by communicating clearly, professionally, and empathetically across all support channels (phone, chat, email, walk-ups interactions).
Actively collaborate with customers and teammates in resolution of incidents and problems.
Respond to all support calls and tickets within a defined time based on priority (service levels).
Maintain a positive and supportive attitude when communicating with requestors.
Coordinate with other IT staff to ensure appropriate service coverage.
Maintain a journal of all calls received and log all support incidents to the ticketing system.
Actively Participate in knowledge sharing and documentation improvements to enhance customer self-service.
Maintain and work on a list of projects in conjunction with pending service requests.
Maintain a clean and organized working environment in all IT areas.
Have a “hands on” approach honoring the organizations mission and goals.
Must be able to work occasional off hours (nights/weekends) to perform system maintenance or support operations and have the flexibility to be on call on a rotating basis. Must participate in on-call rotation schedule, including occasional evenings/weekends; responds within defined SLA.
Adhere to and promote proper practices and techniques which are consistent with current operating procedures, training requirements, safety practices and company policies.
May perform other related duties and responsibilities as assigned.