IT Service and Support Administrator

Job Summary

Due to growth, Honor Bridge is recruiting for an IT Service and Support Administrator. In this position you will be responsible for the support of Honor Bridge desktop and multimedia information systems. This responsibility includes the support of desktop hardware and peripherals, phone systems, audio / video equipment, and software applications. The incumbent delivers excellent customer service to internal and external customers, stakeholders, and partners.

This position enhances end user technological capability, efficiency, and quality while providing effective IS support for the organization. This will include direct user support, coordination with internal and external partners, service evaluation, day‑to‑day operations, lifecycle management planning and implementation, routine assessment, understanding the needs of the business, providing direct support for Honor Bridge colleagues.

• This is an onsite position based out of our Greenville, NC office with the opportunity to work remote 1 day a week.
• Work hours will vary, but will fall between 7:00 a.m. and 7:00 p.m., Monday through Friday. The schedule will consist of eight‑hour workdays.

• Contributes to Honor Bridge’s Mission by being devoted to building connections that save and heal lives through organ and tissue donation.
  • Achieves job functions in alignment with Honor Bridge values.
    • Trust – Honor the trust that people place in us.
    • Diversity, Equity & Inclusion – We work as one. We celebrate all.
    • Service – Commit to service excellence.
    • Innovation – Embrace the power of innovation.
    • Passion – Live our passion for healing lives.
  • Adheres to Honor Bridge’s policies, procedures, and standards
  • Builds caring and compassionate relationships
  • Consistently demonstrates effective communication
  • Promotes teamwork to ensure success at Honor Bridge
• Fosters a customer‑first support culture for all IS resources including implementing best practices. Provides excellent and timely service to internal and external customers and stakeholders.
• Provide initial and follow‑up technical and customer support primarily via phone, web, instant messenger, and email. Support includes email accounts, connectivity issues, operating system problems, enterprise applications, a variety of desktop software packages, as well as audio / video systems.
• Monitor incident management queue for all incidents. For each incident, perform QA on troubleshooting steps taken to date; determine appropriate escalation path and assign incident to appropriate team for resolution; validate expected incident response and resolution times; and provide contact information directly to customers.
• Creates and maintains user accounts, profiles, groups, and access rights for internal and external systems.
• Creates and maintains all documentation for all supported systems and equipment.
• Assists in the development, maintenance, and reporting of IS metrics that measure key performance indicators.
• Aids in the development and maintenance of an inventory tracking system for all IS‑related company assets.
• Helps to ensure that company equipment, systems, and services are compliant with business continuity plans and procedures. Ensure the implementation of disaster recovery processes and business continuity procedures for re‑establishing servers, databases, telephone systems, and operating systems in the event of disruptions, both minor and catastrophic.
• Adhere to and enforce information security policies practices to minimize risk and create a strong information security posture for Honor Bridge.
• Actively and constructively participates in quarterly Performance Check‑Ins.
• Provides training and instructional documents to Honor Bridge staff for the purpose of staff onboarding and / or development.
• Performs other duties as assigned by supervisor.

• Associate's degree with concentration in computer‑related field preferred
• 2+ years of technology experience in healthcare/regulatory environment preferred
• Demonstrates understanding of diverse aspects of information systems, including desktop and laptop integration, general networking, telephone integration, and audio…