Service Desk/ Support Specialist - 2nd Shift, Weekdays

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 is a fusion of donors, scientific curiosity, and precision medicine that recognize the gifts of blood and life are precious. We are home to the world-renowned Blood Research Institute, we enable life saving gifts from our donors, and provide the science behind the medicine through our diagnostic laboratories. Versiti brings together outstanding minds with unparalleled experience in transfusion medicine, transplantation, stem cells and cellular therapies, oncology and genomics, diagnostic lab services, and medical and scientific expertise. This combination of skill and knowledge results in improved patient outcomes, higher quality services and reduced cost of care for hospitals, blood centers, hospital systems, research and educational institutions, and other health care providers. At Versiti, we are passionate about improving the lives of patients and helping our healthcare partners thrive.

Position Summary

Under the direction of the Manager IS Technical Support, the Specialist IS Technical Support provides first level support to remote and on-site users for IS services, including software, hardware, telecom, and peripherals, in a timely manner and in keeping with the department's quality standards. Promotes the department's values, guiding principles and customer service philosophy.

Monday-Friday 4 PM to 12:30 AM

Total Rewards Package

Compensation

The target salary is based on internal averages. Versiti sets salary ranges aligned to local markets in which the job is performed. Compensation decisions take into account internal salary averages and differentiation based on education, experience, skills, and performance. Specific salary and benefits information is shared at the time of the phone screening based on your location and qualifications.

Benefits

Versiti provides a comprehensive benefits package based on your job classification. Full-time regular employes are eligible for Medical, Dental, and Vision Plans, Paid Time Off (PTO) and Holidays, Short- and Long-term disability, life insurance, 7% match dollar for dollar 401(k), voluntary programs, discount programs, others.

Responsibilities

• Resolves incidents and service requests in keeping with departmental quality standards and SLAs.
• Logs calls and resolves first-level support calls. Triages/escalates issues, where applicable.
• Provides remote and on-site support of environments and applications, including trouble shooting problematic situations.
• Uses all available resources necessary to obtain full knowledge of a user’s environment while systemically resolving issues, including knowledge base searches.
• Practices open and transparent communications by providing status updates to users on progress towards issue resolution, as well as peers.
• Sets up new user environment, including phone, computer equipment, shared drives, email and printing.
• Assists in new employee orientation regarding technical issues.
• Deploys pre-authorized packaged applications.
• Completes back-up using legacy systems (tape) and escalates issues, when encountered.
• Monitors IS environment for systems status and events and generates appropriate actions.
• Updates the knowledge base and shares tips/tricks with colleagues.
• Proposes articles to the End User Computing team for development and posting on the Versiti intranet.
• Provides blood drive support
• Provides conferencing support
• Provides file recovery
• Provides role and access management
• Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification
• Understands and performs in accordance with all applicable regulatory and compliance requirements
• Complies with all standard operating policies and procedures

Qualifications

Education

• Associate's Degree in computer field preferred or equivalent experience. required

Experience

• 1-3 years experience in customer service environment preferred

Knowledge, Skills And Abilities

• Familiarity with individual or end-user computing environment.
• Ability to coordinate user requests, through to resolution.
• Ability to adhere to Versiti IS standards and work in a regulated environment.
• Excellent oral and written communication skills.
• Excellent interpersonal skills.
• Demonstrated organizational skills.
• Ability to work with minimal supervision.
• Familiarity with standard business desktop applications.

Tools and Technology

• Desktop computers, laptops, and handheld personal devices (tablets, mobile devices and other wireless equipment). required
• Network printers and multi-function devices. required
• Service Desk ticketing systems. required
• All Microsoft office products including Office 365 and Sharepoint. required
• All Adobe products. required
• VMWare. required