Helpdesk Support Administrator

Overview:

MTF Biologics processes tissue grafts from human donors that are used in a growing array of clinical applications – positively affecting lives across the globe. As a global nonprofit organization that saves and heals lives by honoring donated gifts and serving patients, we collaborate with the medical, scientific, as well as organ and tissue donation communities. Our colleagues include:

• The International Institute for the Advancement of Medicine (IIAM): a division of MTF Biologics, honors donors of non-transplantable organs and tissue by providing their gifts to the medical research community to combat and cure disease.
• Statline: a division of MTF Biologics, provides specialized communications and technology expertise to organ, tissue, and eye procurement organizations, as well as the hospital and patients that they serve.
• The German Institute for Cell and Tissue Transplantation (DIZG): our sister organization, further expands our global reach to patients around the world

Our goal is simple–do what's right for patients, surgeons, tissue donors, and their families through our guiding principles.

The Helpdesk Support Administrator is responsible for providing first and second-level internal and external end-user support company-wide. This position is responsible for providing support on various hardware and application platforms for remote and on-site employees. The Helpdesk Support Administrator maintains diverse network systems and applications on multiple platforms. Administers the phone support and tracking systems for the Information Technology (IT) Department.

• As the IT. team's primary point of contact Company-wide, the Helpdesk Support Administrator must provide excellent Customer service support.
• The Helpdesk Support Administrator provides first-level and second-level technical support throughout the organization and clients via various communication platforms on hardware, such as laptops, desktops, mobile devices, various software, the network environment, and other IT. related technical issues.
• Diagnose and resolve technical and network-related issues. Qualify and replicate, triages each issue depending on level or severity of case, and follow- up on each issue to point of resolution.
• Maintains records of all incoming and outgoing phone calls, e-mail, chat technical support, and video chat requests in the IT. Departments' ticketing database. Ensures all requests are responded to promptly and professionally.
• Assists with directing and providing software and hardware support in all divisions. Maintain expert knowledge of all software application and interface.
• Administers and configure new hire employees hardware and software.
• Presents and provides training at the new hire orientation to new MTF Biologics employees.
• The Helpdesk Administrator provides company-wide group and individual technical training on new processes and applications.
• Creates and maintains distribution and security groups.
• Maintains active directory, and company-wide access to the network.
• Assists in administering all network systems.
• Administers particular projects and performs additional duties as assigned.

• Associates in Computer Science or certificate in computer Technology from in an accredited school
• 2 Years experience working a Help Desk role would substitute for the degree
• Must have excellent Customer service and communication skills.
• Must be proficient in providing support via Video chat, E-mail, Chat and Phone.
• Must be proficient in updating and maintain a ticketing system
• Must be proficient, at an advanced level, with the Microsoft Professional suite of products. Must have PC hardware knowledge and experience supporting Microsoft products
• Office 365 apps, (Word, Excel, PowerPoint, Access and Outlook,).
• Must have the ability to configure various applications and Printers.
• Must have the ability to provide group trainings on new technical processes Must have the ability to update and maintain a ticketing system
• Must have the ability to Provide support on various applications
• Must have the ability to work flexible shifts and On-call
• Must reside in New Jersey