Computer Support SpecialistLifeSouth Community Blood Centers is currently seeking an individual to join our team as a Computer Support Specialist in Marietta, GA. 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.Must be able to work in Dunwoody and Marietta. This is an on-site position. Attendance is a requirement for this position.If you meet the requirements and enjoy working in an engaging, fast-paced environment, please submit a detailed resume, cover letter, and certification validation. Incomplete applications will not be considered.Our BenefitsGenerous Paid Time Off (PTO)Medical, dental, and vision insurances available to full-time employees the first of the month after 60 daysSupplemental insurances including life, cancer, accident, and disabilityAccess to mental wellness resources and counseling through telehealthFree basic life insurance for full-time employeesHoliday premium paid on certain holidaysHealth Savings Account (HSA) with employer match each pay periodEmployer funded retirement plan for vested employees & 403b offeredAccess to wages prior to pay dayCall Handling and DocumentationAnswer internal and external customer calls and email in accord with internal service levels and standardsDocument issues accurately and in detail in the help desk ticketing application. Follow established processes and standards for opening, updating, assigning and closing ticketsNotify management of potentially dissatisfied internal or external customersMonitor call queues, email and voicemail to ensure prompt answer and follow upExplain technical details in a plain, clear and simple mannerTroubleshooting, Escalation and ResolutionUse issue identification and troubleshooting methodologies to advance issues toward resolutionUtilize knowledge base, print and online documentationContribute information and solutions to the knowledge base, update documentation and share insight with the support teamAim for resolution of customer problems. When not possible, fully document and escalate to the appropriate person or teamDaily WorkflowMonitor, research and follow up on open ticketsProvide end users and customers with status updates on open ticketsMaintain knowledge and proficiency with supported applications and platformsParticipate in help desk and client training sessionsSkills, Education and ExperienceOne to two years of experience in a help desk, deskside support or call center computer support environmentIT and/or help desk certifications (MCP or CompTia A+) requiredExperience with ticketing applications and call center applicationsCollege or technology school degree preferredStrong technical troubleshooting and customer service skillsStrong verbal and written communication skillsTechnical proficiency with common hardware, software and technologies: Windows, Office, iOS, laptops, tablets, WiFi, peripherals, etc.Preference will be given to individuals who have higher level certifications tracking towards server or network support, or extensive related experience.Who We AreLifeSouth 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 MissionTo 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.This is a full-time 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.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 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.