San Diego Blood Bank
IT Support Specialist I
San Diego Blood Bank, San Diego, California, United States, 92189
Job Description: IT Support Specialist ILocation: Gateway Donor Center, 3636 Gateway Center Ave., San Diego, CA, 92102
JOB SUMMARY
The IT Support Specialist I reports to the IT manager but will also take direction from the Network Administrator Il and Ill positions. The role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. 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.
This position will take an assistive role in various IT projects as the need arises. During these times this position will work autonomously taking input from supervisors and end users to successfully complete each project they are assigned.
The IT Support Specialist position will provide excellent customer service.
RESPONSIBILITIESField 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.Assist during installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.Conduct research on products and services to enhance end user performance and experience.Make recommendations for adoption of technologies to further organizational goals. Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.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.Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.Install anti-virus software.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.Evaluate documented resolutions and analyze trends for ways to prevent future problems.Develop help sheets and frequently asked questions lists for end users.Assist with maintenance of end user accounts, permissions, and access rights.Assist with maintaining all aspects of Active Directory environment including DNS, WINS, replication, redundancy, topology, managed installs, group policies, etc. Assist in planning, implementation, and completion of server migrationsImplement new and maintain existing VDls in a VMware and vSphere environmentUnderstands and adheres to the policies and standards as developed as part of the San Diego Blood Bank Compliance Program.WORKING ENVIRONMENT
Normal office environment.Periodic travel required to support remote locations, attend training and conferences, meet with vendors, etc.On-call availability for 1 week per month.Sitting for extended periods of time.Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.Occasional inspection of cables in floors and ceilings.Lifting and transporting of moderately heavy objects, such as computers and peripherals.PHYSICAL REQUIREMENTS
Must be able to work on a computer 4-8 hours a day.Must be able to communicate clearly.May be required to lift up to 40 pounds.Must have ability to move around office and attend meetings outside the office.EQUIPMENT USED•Standard office equipment such as computers, telephones, copy machines and scanners.
QUALIFICATIONS
Education:
Associate's degree or equivalent combination of education, training and/or experienceExperience:
1-2 years of experience or equivalent demonstrated depth of knowledge.
The above statements are intended to describe the general nature and level of work being performed. This job description is not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Pay Range:
$21 - $28 per hour
JOB SUMMARY
The IT Support Specialist I reports to the IT manager but will also take direction from the Network Administrator Il and Ill positions. The role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. 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.
This position will take an assistive role in various IT projects as the need arises. During these times this position will work autonomously taking input from supervisors and end users to successfully complete each project they are assigned.
The IT Support Specialist position will provide excellent customer service.
RESPONSIBILITIESField 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.Assist during installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.Conduct research on products and services to enhance end user performance and experience.Make recommendations for adoption of technologies to further organizational goals. Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.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.Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.Install anti-virus software.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.Evaluate documented resolutions and analyze trends for ways to prevent future problems.Develop help sheets and frequently asked questions lists for end users.Assist with maintenance of end user accounts, permissions, and access rights.Assist with maintaining all aspects of Active Directory environment including DNS, WINS, replication, redundancy, topology, managed installs, group policies, etc. Assist in planning, implementation, and completion of server migrationsImplement new and maintain existing VDls in a VMware and vSphere environmentUnderstands and adheres to the policies and standards as developed as part of the San Diego Blood Bank Compliance Program.WORKING ENVIRONMENT
Normal office environment.Periodic travel required to support remote locations, attend training and conferences, meet with vendors, etc.On-call availability for 1 week per month.Sitting for extended periods of time.Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.Occasional inspection of cables in floors and ceilings.Lifting and transporting of moderately heavy objects, such as computers and peripherals.PHYSICAL REQUIREMENTS
Must be able to work on a computer 4-8 hours a day.Must be able to communicate clearly.May be required to lift up to 40 pounds.Must have ability to move around office and attend meetings outside the office.EQUIPMENT USED•Standard office equipment such as computers, telephones, copy machines and scanners.
QUALIFICATIONS
Education:
Associate's degree or equivalent combination of education, training and/or experienceExperience:
1-2 years of experience or equivalent demonstrated depth of knowledge.
The above statements are intended to describe the general nature and level of work being performed. This job description is not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Pay Range:
$21 - $28 per hour