IT Support Specialist I

San Diego Blood Bank • San Diego, CA

22h • Onsite

About The Position

The IT Support Specialist I reports to the IT manager but will also take directions from the Network Administrator and Systems Analyst positions. The role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This position will take an assistive role in various IT projects as the need arises. During these times this position will work autonomously taking input from supervisors and end users to successfully complete each project they are assigned. The IT Support Specialist position will provide excellent customer service.

Requirements

• Associate's degree or equivalent combination of education, training and/or experience
• 1-2 years of experience or equivalent demonstrated depth of knowledge.
• Strong organizational and time management skills with exceptional attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills.
• Strong customer service skills and ability to build collaborative relationships across departments.
• Decision-making skills with sound judgment and appropriate use of authority.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Self-directed, self-motivated, flexible, and adaptable to change.
• Integrity and professionalism in all interactions.

Responsibilities

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Assist during installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.
• Conduct research on products and services to enhance end user performance and experience. Make recommendations for adoption of technologies to further organizational goals.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install anti-virus software.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Develop help sheets and frequently asked questions lists for end users.
• Assist with maintenance of end user accounts, permissions, and access rights.
• Assist with maintaining all aspects of Active Directory environment including DNS, WINS, replication, redundancy, topology, managed installs, group policies, etc.
• Assist in planning, implementation, and completion of server migrations
• Implement new and maintain existing VOis in a VMware and vSphere environment
• Understands and adheres to the policies and standards as developed as part of the San Diego Blood Bank Compliance Program.

Benefits

• Employer sponsored health benefits (Medical, Dental, & Vision plans) for employees working 30 or more hours per week
• Earn up to 120 hours of paid vacation in your first year.
• 7 paid Holidays + 1 personal holiday provided annually.
• 40 hours of paid sick time provided annually.
• 403b retirement plan with 3% employer match starting on your first day.
• Employee Assistance Program - Free for employees and their families
• Service Awards and recognition.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree