LifeSouth Community Blood Centers is currently looking for 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 not a remote position. The CSS is expected to report in office daily.
Our Benefits
- Generous Paid Time Off (PTO) plan
- 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
- Employer funded retirement plan for vested employees & 403b offered
- Access to wages prior to pay day
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 manner
Troubleshooting, 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 team
Daily 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 sessions
Skills, 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+) preferred
Preference will be given to individuals who have higher level certifications tracking towards server or network support, or extensive related experience.
Who We Are
LifeSouth is a non-profit community blood bank serving more than 150 hospitals in Alabama, Florida, Georgia and Tennessee. We are committed to meeting the blood supply needs of hospitals and their patients by providing the highest quality blood components and services. With more than 45 donor centers, 55 bloodmobiles and 2,000 blood drives a month, our LifeSouth team is dedicated to making sure the blood is there when you or your family is in need.
Our Mission
To provide a safe blood supply that meets or exceeds the needs in each community we serve, and to provide a variety of services in support of ongoing and emerging blood and transfusion related activities.
If 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 on-site position. Starting salary is $20.00 - $22.00 per hour. Criminal background check and drug screen required upon conditional offer of hire. Equal Opportunity/Affirmative Action Employer/Drug-Free/Tobacco Free Workplace.
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) and the Americans with Disability Act (ADA). LifeSouth is an E-Verify employer.
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. Applications may be completed at a LifeSouth facility or mailed to corporate headquarters in lieu of the on-line application process.
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