IT Support Specialist I

Position Title:

IT Support Specialist I

FLSA:
Full-time, Non-Exempt (hourly) plus benefits

Salary: $23.70 to 25.77 per hour (depending on experience)

Schedule:

Monday
- Friday; 8:00 am to 4:30 pm

Location:

SDBB HQ – 3636 Gateway Center Ave, Ste 100, San Diego, CA 92102

Are you passionate about making a real difference in your community? Are you looking for a job where you can contribute to a meaningful cause and grow professionally? If so, San Diego Blood Bank invites you to join our dynamic & diverse team dedicated to the mission of saving & improving lives through blood and biotherapies.

At San Diego Blood Bank, we provide Southern California regional hospitals with a wide range of blood banking services. These include blood collection, component preparation, plateletpheresis, plasmapheresis, leukapheresis, washed blood, frozen blood, autologous storage, designated donation services, and a reference laboratory. San Diego Blood Bank’s Cord Blood Banking Program provides lifesaving stem cell transplants to patients worldwide.

Founded in 1950, San Diego Blood Bank has been an important institution in the San Diego community for decades. Today, SDBB is continuing to grow to meet the changing needs of our healthcare community.

San Diego Blood Bank is a 501(c)(3) nonprofit organization also operating as Southern California Blood Bank. We serve hospitals in San Diego, Los Angeles and Orange Counties. We are the primary blood provider to Rady Children’s Hospital-San Diego and the safety net for hospitals in our region. Every year, more than 150,000 units of blood provided by San Diego Blood Bank are transfused into patients of all ages, socio-economic and ethnic backgrounds throughout Southern California.

These patients are struggling with life-threatening medical conditions including cancer and other blood disorders, severe burns, organ transplants, emergency surgery, trauma, childbirth complications and more.

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.

• 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…