Junior Technical Support Analyst

4 weeks ago

New York County New York, United States New York Blood Center Inc Full time
Overview:
At New York Blood Center, one of the most comprehensive blood centers in the world, our focus is on cultivating excellence by merging cutting-edge innovation with diligent customer service, groundbreaking research, and comprehensive program and service development. Join us as we work towards meeting and exceeding the growing needs of our diverse communities, further our lifesaving strategic goals in a rapidly changing environment, and expand our impact on the local, national, and global communities we serve.

Responsibilities:
The Junior Technical Support Analyst position provides first-level customer support in computer operations, computer repair, user and desktop support (hardware and software), and the Service Desk.   This role involves utilizing computer equipment, software, and diagnostic tools to perform a broad range of customer assistance, production job processing, equipment maintenance and repair, and computer operations assignments.

Provide Tier 1 technical support for internal end-users, addressing hardware and software issues promptly and efficiently.

Perform various information technology support duties to ensure smooth delivery of technology services.

Assist users with hardware and software-related issues, including troubleshooting, diagnosis, and resolution.

Respond to incoming support requests on time and ensure proper documentation of all incidents in the ticketing system.

Escalate complex issues to senior support staff or appropriate technical teams for further investigation and resolution.

Install, configure, and update software applications, operating systems, and peripheral devices.

Following company policies, set up and maintain user accounts, passwords, and access permissions.

Assist with basic network troubleshooting, connectivity issues, and printer problems.

Provide end-user training and guidance on IT systems, tools, and best practices.

Contribute to the development and maintenance of knowledge base articles and support documentation.

Participate in team meetings, training sessions, and continuous improvement initiatives.

Ensures compliance with security standards, policies, and guidelines across the network

Assures that all regulatory guidelines from the FDA, AABB, and OSHA are followed

Qualifications:
Education:

HS Diploma or equivalent required. Experience may be substituted for some technical education.

 

Associate degree in a business, math, or computer-related field preferred.

 

Experience:

One year of related experience is required, including installing and supporting workstations in a Microsoft Windows environment.

 

2-3 years of experience preferred.  Any combination of education, training and experience equivalent to the requirements listed above that has supplied the necessary knowledge, skills, and experience to perform the job's essential functions.

 

LICENSES:

DRIVER'S LICENCE PREFERRED

 

Knowledge:

Operate independently without a direct supervisor and make decisions independently with the job requirements.

Robust customer interface across regional and enterprise departments with a consultative approach to solving client issues and problems

Must be able to respond to system outages during off-hours

Skills & Abilities:

Basic understanding of computer hardware, including desktops, laptops, printers, and peripherals

Strong ability to troubleshoot software issues, including installation, configuration, and compatibility problems

Basic understanding of computer hardware, including desktops, laptops, printers, and peripherals

Familiarity with standard operating systems such as Windows and macOS

Proficiency in troubleshooting software issues, including installation, configuration, and compatibility problems

Knowledge of productivity software suites such as Microsoft Office (Word, Excel, Outlook, PowerPoint) or equivalent alternatives

Understanding network fundamentals, including TCP/IP, DNS, DHCP, and basic network troubleshooting.

Ability to troubleshoot common connectivity issues (wired and wireless) for end-users

Basic understanding of cybersecurity principles, including password management and data security best practices.

Familiarity with remote desktop support tools and techniques for providing remote assistance to users

Experience with ticketing systems for logging, tracking, and resolving support requests efficiently.

Knowledge of mobile device management (MDM) and troubleshooting mobile device issues (iOS, Android)

Strong customer service orientation and a proactive approach to problem-solving

Active listening skills to understand and empathize with users' concerns and frustrations.

Patience and professionalism when dealing with users experiencing technical difficulties.

Cultural competency and the ability to communicate effectively in a culturally sensitive manner with both individuals and groups from diverse backgrounds.

Ability to troubleshoot common connectivity issues (wired and wireless) for end-users

Basic understanding of cybersecurity principles, including password management and data security best practices.

Knowledge of mobile device management (MDM) and troubleshooting mobile device issues (iOS, Android)

Strong verbal and written communication skills, with the ability to clearly explain technical concepts to non-technical users

Strong customer service orientation and a proactive approach to problem-solving

Active listening skills to understand and empathize with users' concerns and frustrations.

Patience and professionalism when dealing with uders experiencing technical difficulties.

For applicants who will perform this position in New York City or Westchester County, the proposed hourly rate is $30.59 p/hr - $33.84 p/hr.  For applicants who will perform this position outside of New York City or Westchester County, salary will reflect local market rates and be commensurate with the applicant’s skills, job-related knowledge, and experience.

 

Unless otherwise specified, all posted opportunities are located in the New York or Greater Tri-State office locations.

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