Evening Service Desk & IT Support Specialist

Versiti Blood Center of Michigan; Grand Rapids (MI); On-site; USD 45,000 - 65,000; Full time

Job summary

Versiti Blood Center of Michigan is seeking an IS Technical Support Specialist to deliver first-level support for software, hardware, telecom, and peripherals to remote and on-site users. The role emphasizes timely issue resolution, adherence to quality standards, and strong customer service as part of a values-driven IT team.

The position runs Monday–Friday, 4 PM to 12:30 AM, with responsibilities including setup of new user environments, knowledge base updates, and collaboration with the End

Qualifications

• Associate's Degree in computer field preferred or equivalent experience.
• 1-3 years experience in a customer service environment preferred.
• Ability to coordinate user requests through to resolution.
• Excellent oral and written communication skills.
• Ability to adhere to IS standards in a regulated environment.

Responsibilities

• Resolves incidents and service requests in line with SLAs.
• Logs calls and resolves first-level support; triages/escalates as needed.
• Provides remote and on-site support for environments and applications.
• Uses knowledge base searches to resolve issues and shares tips with colleagues.
• Performs onboarding for new users, setting up devices and access.
• Deploys pre-authorized packaged applications and conducts backups.
• Monitors IS environment and updates documentation regularly.
• Provides conferencing, file recovery and role/access management support.
• Complies with regulatory requirements and internal policies.

Skills

End-user computing

Customer service

Communication skills

Regulatory compliance

Independent work

Education

Associate's Degree (computer field)

Tools

Office 365

SharePoint

Adobe products

VMware

Service Desk ticketing systems

Job description

Versiti Blood Center of Michigan is seeking an IS Technical Support Specialist to deliver first-level support for software, hardware, telecom, and peripherals to remote and on-site users. The role emphasizes timely issue resolution, adherence to quality standards, and strong customer service as part of a values-driven IT team.

The position runs Monday–Friday, 4 PM to 12:30 AM, with responsibilities including setup of new user environments, knowledge base updates, and collaboration with the End