AABB is seeking a Help Desk Specialist to ensure proper computer operations so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests in addition to maintaining acceptable performance of business systems. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Maintenance & Repairs
Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician or external support vendor.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Train staff on the basics of accessing the AABB computer system as well as the applications used throughout the Association.
Innovation & Efficiency
Identify and learn appropriate software and hardware used and supported by the organization.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Install application software on computer workstations when needed or as assigned.
Setup and install new workstation(s) as needed or as assigned.
Develop help sheets and frequently asked questions lists for end users.
Document and maintain the MIS written instructions and the QSEs for AABB staff.
Education - BS or BA degree required. BS/BA in Computer Science/Information Systems or related field or equivalent experience preferred.
Experience - Two or more years in Computer/Technology field; with broad based and recent experience in end user computer support. Experience with current Windows desktop and server operating systems. Extensive application support experience with current Microsoft Office Professional applications, including Word, Excel, PowerPoint, Outlook, Access, and Visio. Familiarity or experience with Microsoft SharePoint Portal Server and/or Windows SharePoint Services recommended.
Knowledge of computer hardware, including desktops, notebooks, servers, and peripherals (monitors, keyboard, mouse, printers, etc.)
Working knowledge of a range of diagnostic utilities, including application error logs and system event logs.
Good understanding of the organization’s goals and objectives; overall awareness of the organization’s strategic plan to prioritize projects.
Ability to follow and adhere to simple and complex instructions and SOPs.
Salary & Benefits
The salary for this position is commensurate with relevant work experience. We offer a comprehensive and competitive benefits package that includes medical, dental, and vision, short & long term disability, 403 (b), and paid personal time off.
Individuals interested in this position should apply using this link -
AABB is the international association of blood banks, including hospital and community blood centers, transfusion and transplantation services and individuals involved in activities related to transfusion and transplantation medicine.More than 2,000 institutions (community and hospital blood banks, hospital transfusion services and laboratories) and 11,000 individuals are members of the AABB, incl...uding physicians, scientists, administrators, medical technologists, blood donor recruiters and public relations personnel. Members are located in all 50 states and more than 80 foreign countries.