Desktop Support Specialist

Want a job with greater meaning and higher purpose? Every day Hematogenix employees are warriors fighting a noble and global war on cancer. Helping patients every day and helping partners every day – with our diagnostic and research services. 

Hematogenix is looking for talented and highly motivated individuals to join our team. We offer a competitive benefit package and career development opportunities to help you achieve your highest professional and personal goals. We are eager to show you all we have to offer and how you can grow with us.

Hematogenix is seeking an experienced Desktop Support Specialist with extensive and sophisticated knowledge in software and hardware troubleshooting and to ensure proper computer operations so that end users can accomplish organizational tasks.  This includes receiving, prioritizing, documenting and actively resolving end user help requests.

Duties and Responsibilities

• Field incoming help requests from end users via both telephone and work orders in a courteous manner.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the position.

Must Have Knowledge & Experience

• Advanced experience with desktop operating systems including Windows 10 and other versions.
• Extensive experience with MS Office in general and MS Excel in particular including the use of advanced MS Excel features. 
• Advanced knowledge in computer hardware and hardware setup and troubleshooting.
• Extensive application support experience.
• Working knowledge of a range of diagnostic utilities.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.

The Following Skills are not required but Highly Desirable

• A Certification
• Strong understanding of Active Directory and Group Policies.
• Experience with server operations and datacenter operations.
• Experience with remote installations and remote system management.
• Experience with centrally managed Anti-Virus and system security solutions. 

Personal Attributes

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Benefits we Offer:

• Medical
• Dental 
• Vison 
• Life
• 401k 
• PTO
• Competitive Salary

Contact Information:

 jobs@hematogenix.com; www.hematogenix.com

Hematogenix provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.