IT Support Technician I

We Are Blood, your local non-profit blood bank is on a mission to save lives and find you. We hope you're looking for us, too. We are looking for an awesome human being to offer technical support to our end users (both on-site and remote). Responsible for support with requests such as troubleshooting computer hardware, peripherals, password resets and other general end user support. Responsibilities: Serves as the first tier of support for requests coming into the helpdesk. These include, but are not limited to: Computer hardware and peripherals. Copier and printer assistance. End user application support, including email and password resets. Troubleshooting with phones, virtual meetings, and boardroom set up assistance. Assist with provisioning computers and other new equipment as needed. Troubleshooting of laptops, desktops, tablets, and other computer equipment, including assisting with RMA drop-offs and equipment pick-ups. Works closely with the Helpdesk Coordinator to ensure all basic level requests are responded to and handled per departmental service level agreements and internal IT departmental procedures. Escalates tickets to the Computer Services Network Administrators and CS Management for additional support resources as needed. Responsible for completing assigned requests in a timely manner including regular communication with the end user, and updating requests with pertinent documentation, including actions taken and resolution. Responsible for following all AMO policies, departmental policies, and WrB/UTR Standard Operating procedures and Quality Policies. Responsible for following Departmental Service Level Agreement Response times and meeting all critical help desk performance metrics Assists with organizing all hardware and spare inventory. Follows Computer Services Vision, Mission and Values. Must be able to work well in a team setting, collaborate, and communicate well with peers. Participates in the IT-on call rotation schedule (available evenings and weekends as needed, occasionally). Skills, Education and Experience: Required 2 years computer hardware support experience. Required 2 years of Enterprise Level IT Helpdesk experience. CompTIA A certification preferred Required High School diploma or equivalent work experience. Preferred experience with routing, switching, cable management systems and testing tools. Required Microsoft Office experience, O365 preferred. Required experience with Windows operating systems in networked environment. Required excellent time management skills. Required excellent communication skills, verbal and written. Must be a team player. Meet and exceed employee program expectations of AMO CommYOUnity standards: Rewards & Recognition, Communication, Individuality, Integrity, Respect, and Pursuit of Excellence. Other duties as assigned. Physical/Mental Abilities: The position's responsibilities require independent analyses, critical thinking, communication, troubleshooting, and problem solving. Must be able to prioritize and solve problems in a timely manner and work independently. Must be adhere to Vision, Mission and Values of the Computer Services Department. Must be able to handle distraction and interruptions during the normal workflow. Must have excellent customer service skills and be able to communicate well to customers internally and externally. Must be able to have flexibility in scheduled hours and be able to be on call 24/7 for emergency situations. Must be 21 years of age with a valid driver's license (Texas) and acceptable driving record with proof of liability insurance. Must be able to lift to 30 lbs. and can maneuver under desks, etc. Manual dexterity required, namely be able to work around, stoop, reach over laptops and computer equipment. (duh) Voted Top Workplace 2022 and 2023, join an awesome team. Employees must provide references and pass a background check. We are a drug free workplace. Voted Top Workplace 2022 and 2023, join an awesome team. EEO Employer: Minorities/Women/Veterans/Disabled