Computer Support Specialist
About The Position
LifeSouth Community Blood Centers is currently seeking an individual to join our team as a Computer Support Specialist in Gainesville, FL. The Computer Support Specialist (CSS) is the first point of contact for supported users having technical questions or issues with a variety of standard and proprietary software applications and hardware products. The CSS handles calls and email, troubleshoots and documents issues, and provides resolution or escalates to the next tier of support as appropriate. Excellent customer service and taking ownership of issues are key elements of the position, demonstrated by research, monitoring escalated items and providing updates to supported users through resolution. This is an on-site position. Attendance is a requirement for this position. If you meet the requirements and enjoy working in an engaging, fast-paced environment, please submit a detailed resume, cover letter, and certification validation. Incomplete applications will not be considered.
Requirements
- One to two years of experience in a help desk, deskside support or call center computer support environment
- IT and/or help desk certifications (MCP or CompTia A+) required
- Experience with ticketing applications and call center applications
- Strong technical troubleshooting and customer service skills
- Strong verbal and written communication skills
- Technical proficiency with common hardware, software and technologies: Windows, Office, iOS, laptops, tablets, WiFi, peripherals, etc.
Nice To Haves
- College or technology school degree preferred
- Preference will be given to individuals who have higher level certifications tracking towards server or network support, or extensive related experience.
Responsibilities
- Answer internal and external customer calls and email in accord with internal service levels and standards
- Document issues accurately and in detail in the help desk ticketing application. Follow established processes and standards for opening, updating, assigning and closing tickets
- Notify management of potentially dissatisfied internal or external customers
- Monitor call queues, email and voicemail to ensure prompt answer and follow up
- Explain technical details in a plain, clear and simple manner
- Use issue identification and troubleshooting methodologies to advance issues toward resolution
- Utilize knowledge base, print and online documentation
- Contribute information and solutions to the knowledge base, update documentation and share insight with the support team
- Aim for resolution of customer problems. When not possible, fully document and escalate to the appropriate person or team
- Monitor, research and follow up on open tickets
- Provide end users and customers with status updates on open tickets
- Maintain knowledge and proficiency with supported applications and platforms
- Participate in help desk and client training sessions
Benefits
- Generous Paid Time Off (PTO)
- Medical, dental, and vision insurances available to full-time employees the first of the month after 60 days
- Supplemental insurances including life, cancer, accident, and disability
- Access to mental wellness resources and counseling through telehealth
- Free basic life insurance for full-time employees
- Holiday premium paid on certain holidays
- Health Savings Account (HSA) with employer match each pay period
- Employer funded retirement plan for vested employees & 403b offered
- Access to wages prior to pay day
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
