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Desktop Support

Company: Lifesouth Community Blood Centers
Location: Gainesville
Posted on: June 20, 2022

Job Description:

LifeSouth Community Blood Centers is currently seeking an individual to join our team as Desktop Support 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.Call Handling and Documentation:- 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 mannerTroubleshooting, Escalation and Resolution: - 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 teamDaily Workflow: - 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 sessionsSkills, Education and Experience: - 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.- Experience with ticketing applications and call center applications- College or technology school degree preferred- 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+) requiredPreference will be given to individuals who have higher level certifications tracking towards server or network support, or extensive related experience. Competitive Benefits Package:- Generous Paid Time Off (PTO) plan- Health, dental, vision, supplemental life, cancer, accident and disability insurance- Health Savings Account (HSA) with employer match- Retirement plan- Wellness program with incentives and HSA rewardsIf you meet the requirements, and enjoy working in an engaging fast-paced environment, please submit a detailed resume, cover letter, certification validation and salary requirements. Incomplete applications will not be considered. This is a full time position. Background check and drug test required. Equal Opportunity/Affirmative Action Employer/DFWP/Tobacco Free.The position description may not include all the duties and responsibilities of the job. Duties and responsibilities that are not listed, but which the employee may be expected to perform, will fall within the scope of the skills, knowledge and training for the position.LifeSouth is a Drug-Free and Tobacco-Free Workplace. LifeSouth is a VEVRAA Federal Contractor as well as an affirmative action employer and provides equal opportunity to all persons, regardless of race, religion, age, gender, disability, status as a protected veteran, national origin, color, or any other classification in accordance with federal, state, and local statutes, regulations and ordinances. Veterans are encouraged to self-identify as LifeSouth desires to provide protected veterans priority referrals for open positions. LifeSouth complies with all laws and regulations associated with the Family Medical Leave Act (FMLA).If you require any assistance to complete the application process or during the interview due to a disability, please contact the LifeSouth region where you are applying or call 1-888-795-2707 to request an accommodation. If you have questions regarding the information contained in this job posting call 1-888-795-2707 and ask to speak to the Talent & Recruitment Coordinator. Applications may be completed at a LifeSouth facility or mailed to corporate headquarters in lieu of the on-line application process.#AO

Keywords: Lifesouth Community Blood Centers, Gainesville , Desktop Support, Other , Gainesville, Florida

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