Technical Support Analyst

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.

The Technical Support Analyst position provides customer support in the areas of computer operations, computer repair, user and desktop support (hardware and software), and helpdesk.   This 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 Technical Support in the use of personal computer hardware, software, and specialized technology. Perform a variety of complex information technology support duties to ensure smooth delivery of technology services.
• Monitor, operate, coordinate, assist and train others in the operation of computer hardware, software, peripherals to achieve desired results.
• Set up and configure desktop computers, peripherals and accounts assigning security level.
• Install software and repair hardware and peripherals.
• Troubleshoot and support data communications networks which may carry data, voice and video communications.
• Resolve network communications problems to ensure user’s access to enterprise applications.
• Test programs: troubleshoot, diagnose problems, implement corrective actions procedures and/or escalate to other technical resources as appropriate.
• Maintain equipment, software, and license inventories.
• Respond to user questions and explain the operation of applications and equipment.
• Ensures compliance with security standards, policies, and guidelines across the network.
• Ensures that all regulatory guidelines from FDA, AABB and OSHA are followed.

Education:

Bachelor’s Degree in a business, math or computer related field.  Experience may be substituted for some technical education.

Experience:

Qualified candidates must have three (3) years directly related experience, including installing and supporting workstations in a Microsoft Windows environment.

DRIVER'S LICENCE REQUIRED

Knowledge

• Strong customer interface across all departments along with regional and enterprise departments with a consultative approach to solving client issues and problems.
• Operate independently without direct supervisor and make decisions independently with the job requirements.

Skills

• Excellent written, oral, and presentation/communication skills.
  
• Proficiency in troubleshooting and researching solutions to complex problems with hardware and software.
• Strong aptitude for learning and gaining proficiency in a variety of application systems, including, but not limited to:
  • Microsoft Office Suite and related technologies
  • Blood Establishment Computer Systems (BECS)
  • Any other application systems relevant to business needs
• Strong attention to detail in all work processes.
• High level of interpersonal skills to handle a variety of complex issues and situations.
• Position requires demonstrated poise, tact and diplomacy in dealing with a variety of staff up to and including executive leadership.
• Cultural competency and the ability to communicate effectively in a culturally sensitive manner with both individuals and groups from diverse backgrounds.

Abilities

• Ability to communicate clearly and with authority, both in writing and verbally, to others in one-on-one or small group settings.
• Ability to analyze procedures and data.
• Ability to work independently with minimal supervision.
•  Ability to interact with individuals at all levels of the organization and customers in a helpful, courteous, and friendly manner while demonstrating sensitivity to and respect for diverse populations.
• Ability to work in a strong team environment.
• Ability to plan and organize job tasks or resources in an efficient manner.
• Ability to be responsive and available to management in order to address issues and concerns as they arise.
• Ability to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands.
• Ability to use logic and reasoning to identify and analyze the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems within established policies and procedures.
• Ability to identify complex problems in a timely manner, decipher information to develop and evaluate options and implement solutions.

For applicants who will perform this position in New York City or Westchester County, the proposed annual salary is $70,000.00 p/yr to $78,000.00 p/yr. 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.