Helpdesk Specialist Cord Blood Registry
THIS JOB HAS EXPIRED Are you someone who is willing to devote your work week doing something you're passionate about? So are we!
As our company continues to grow, so does our CBR Team of employees; and we want employees who are truly passionate about their jobs, their co-workers and what we do at CBR. We encourage innovation and leadership and provide the resource and support that enable our employees to succeed. Joining the CBR Team means becoming an integral part of our culture, The CBR Way.
Cbr Systems is the largest and most experienced stem cell bank in the world.
We are a privately held, financially stable company.
We receive umbilical cord blood and cord tissue from families all over the world and we process and store it in our laboratory in Tucson, Arizona.
We offer competitive salaries and benefits including medical, dental, vision, and 401K. We encourage professional growth and opportunity for our team members. We maintain a rigorous quality system, which allows us to offer our families the highest quality stem cell product available.
The Helpdesk Specialist?s 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 and escalating incidents when considered appropriate and necessary to maintain SLA expectations. The problem resolution is this position involves the use of diagnostic and help request tracking tools, and requires that the individual give in-person, hands-on help at the desktop level.
Duties and Responsibilities
Field incoming requests to the Service Desk via the Helpdesk System, telephone and email to ensure courteous, timely and effective resolution of end user issues.
In case of telephone or email requests, 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 service desk customers.
Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced Helpdesk specialist or application owner.
Record the service 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 FAQ resources on the Internet/Intranet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Setup new users in the company?s systems and with the proper computer appropriate to the user?s role.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups and configuring systems and applications.
Perform 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.
Develop help sheets and FAQ lists for end users.
Reinforce SLAs to manage end-user expectations.
Develop Work Instructions as needed.
Education and Training
Associates degree or any combination of education, experience and/or certification deemed equivalent.
Excellent oral and written communication skills.
Excellent listening skills.
Strong teamwork, analytical, and organization skills.
Ability to handle multiple tasks under tight deadlines.
Ability to manage multiple ongoing projects/tasks simultaneously.
Criminal background screening is a condition of employment.
||Tucson, AZ |
THIS JOB HAS EXPIRED