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HonorBridge · 1 day ago

IT Service and Support Administrator

Greenville, North Carolina, United States

Full-time

Hybrid

Entry, Mid Level

2+ years exp

HonorBridge is the largest Organ Procurement Organization in North Carolina, dedicated to saving lives through organ and tissue donation. The IT Service and Support Administrator will support desktop and multimedia information systems, ensuring excellent customer service and effective IS support for the organization.

Health CareMedicalNon ProfitWellness

Responsibilities

Contributes to HonorBridge’s Mission by being devoted to building connections that save and heal lives through organ and tissue donation

Achieves job functions in alignment with HonorBridge values

Trust – Honor the trust that people place in us

Diversity, Equity & Inclusion – We work as one. We celebrate all

Service – Commit to service excellence

Innovation – Embrace the power of innovation

Passion – Live our passion for healing lives

Adheres to HonorBridge’s policies, procedures, and standards

Builds caring and compassionate relationships

Consistently demonstrates effective communication

Promotes teamwork to ensure success at HonorBridge

Fosters a customer-first support culture for all IS resources including implementing best practices. Provides excellent and timely service to internal and external customers and stakeholders

Provide initial and follow-up technical and customer support primarily via phone, web, instant messenger, and email. Support includes email accounts, connectivity issues, operating system problems, enterprise applications, a variety of desktop software packages, as well as audio / video systems

Monitor incident management queue for all incidents. For each incident, perform QA on troubleshooting steps taken to date; determine appropriate escalation path and assign incident to appropriate team for resolution; validate expected incident response and resolution times; and provide contact information directly to customers

Creates and maintains user accounts, profiles, groups, and access rights for internal and external systems

Creates and maintains all documentation for all supported systems and equipment

Assists in the development, maintenance, and reporting of IS metrics that measure key performance indicators

Aids in the development and maintenance of an inventory tracking system for all IS-related company assets

Helps to ensure that company equipment, systems, and services are compliant with business continuity plans and procedures. Ensure the implementation of disaster recovery processes and business continuity procedures for re-establishing servers, databases, telephone systems, and operating systems in the event of disruptions, both minor and catastrophic

Adhere to and enforce information security policies practices to minimize risk and create a strong information security posture for HonorBridge

Actively and constructively participates in quarterly Performance Check-Ins

Provides training and instructional documents to HonorBridge staff for the purpose of staff onboarding and / or development

Performs other duties as assigned by supervisor

Qualification

Information systems knowledgeWindows operating systemActive DirectoryAudio/video systems supportCustomer service skillsAnalytical skillsProblem-solving abilitiesCommunication skillsOrganizational skillsMotivation

Required

Demonstrates understanding of diverse aspects of information systems, including desktop and laptop integration, general networking, telephone integration, and audio / video required

Knowledge of Windows desktop operating system, Active Directory, and Microsoft Office highly desired

Excellent analytical and problem-solving abilities

Excellent written and verbal presentation skills

Strong communication and organizational skills

Ability to communicate effectively with management, peers, and staff

Highly motivated with the ability to drive results expected