Computer Support Specialist

Computer Support SpecialistLifeSouth Community Blood Centers is currently seeking an individual to join our team as a Computer Support Specialist in Marietta, GA. The Computer Support Specialist (CSS) is the first point of contact for supported users having technical questions or issues with a variety of standard and proprietary software applications and hardware products. The CSS handles calls and email, troubleshoots and documents issues, and provides resolution or escalates to the next tier of support as appropriate. Excellent customer service and taking ownership of issues are key elements of the position, demonstrated by research, monitoring escalated items and providing updates to supported users through resolution.Must be able to work in Dunwoody and Marietta. This is an on-site position. Attendance is a requirement for this position.Call Handling and DocumentationAnswer internal and external customer calls and email in accord with internal service levels and standardsDocument issues accurately and in detail in the help desk ticketing application. Follow established processes and standards for opening, updating, assigning and closing ticketsNotify management of potentially dissatisfied internal or external customersMonitor call queues, email and voicemail to ensure prompt answer and follow upExplain technical details in a plain, clear and simple mannerTroubleshooting, Escalation and ResolutionUse issue identification and troubleshooting methodologies to advance issues toward resolutionUtilize knowledge base, print and online documentationContribute information and solutions to the knowledge base, update documentation and share insight with the support teamAim for resolution of customer problems. When not possible, fully document and escalate to the appropriate person or teamDaily WorkflowMonitor, research and follow up on open ticketsProvide end users and customers with status updates on open ticketsMaintain knowledge and proficiency with supported applications and platformsParticipate in help desk and client training sessionsSkills, Education and ExperienceOne to two years of experience in a help desk, deskside support or call center computer support environmentIT and/or help desk certifications (MCP or CompTia A+) requiredExperience with ticketing applications and call center applicationsCollege or technology school degree preferredStrong technical troubleshooting and customer service skillsStrong verbal and written communication skillsTechnical proficiency with common hardware, software and technologies: Windows, Office, iOS, laptops, tablets, WiFi, peripherals, etc.Preference will be given to individuals who have higher level certifications tracking towards server or network support, or extensive related experience.This is a full-time position. Starting salary is $20.00 - $22.00 per hour. Criminal background check and drug screen required upon conditional offer of hire. Equal Opportunity/Affirmative Action Employer/Drug-Free/Tobacco Free Workplace.