Technical Support Analyst

Overview

In 1979, the Rhode Island Blood Center was established by the hospitals in Rhode Island as a private, not for profit agency to collect, test, and distribute blood products. Today, the Rhode Blood Center is a division of New York Blood Center and is among the nation's premium providers of blood products and services and an integral part of the Rhode Island community's health care system. As of December 2018, the Rhode Island Blood Center employs approximately 320 full- and part-time employees. Our employees are committed to the Blood Center's mission of providing a safe and adequate blood for patients within our community. We seek individuals who are caring and compassionate, who take pride in their work, and are looking for a rewarding experience. At the Rhode Island Blood Center, you not only have a job but also the opportunity to make a difference.

For more information about a career with us, please watch the video below:

“Career in Blood” video

Responsibilities

Position Summary

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.

Qualifications

Qualifications

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.

Valid Driver’s License 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.

The proposed annual salary is $64,000 - $72,000 p/yr 

Offers made to an individual candidate will depend on a variety of factors, including experience, skills, and job-related education.