IS Helpdesk Technician

information systems helpdesk technician

Location: Virginia Beach, Virginia (on-site)

Department: Information Systems (IS)

Job Type: Full-Time

Shift: Monday- Friday, 8:15 a.m.-5:00 p.m. (ET), Overtime as needed, On-call as needed.

Clinical Classification: Non-Clinical

LifeNet Health is searching for talented individuals who will embrace our mission of saving lives, restoring health, and giving hope.

LifeNet Health, headquartered in Virginia Beach, Virginia, is the largest nonprofit organ procurement organization (“OPO”) and tissue processor in the United States, as well as a leading innovator in tissue engineering and regenerative medicine. Our goal is to improve the quality of human life through the provision of organs, tissues, and cells for transplantation; to provide innovation in the fields of bio-implants, regenerative medicine and research; and, to serve the community with educational and support services that enhance the donation process.  LifeNet Health has over 1200 employees and has a growing global presence.

How you will contribute to LifeNet Health’s success:

The IS Helpdesk Technician provides ongoing technical support for office-based, remote, and field users.  Receives and responds to issues via the helpdesk ticketing system.  Also provides support for the deployment and troubleshooting of desktop, laptop, mobile device, operating systems, and applications supported by the IS team. 

What you’ll do:

• Answers incoming help desk calls for assistance from users experiencing problems with hardware, software, networking, and other computer-related and telecommunication technologies.
• Logs and tracks records in the service management system maintaining a history of records and related support documentation.
• Interviews users to collect information and leads users through diagnostic procedures to determine the source of error.
• Prioritizes customer’s requests to ensure that inquiries are appropriately resolved and applies the escalation process when necessary.
• Prioritizes incidents recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to appropriate staff.
• Coordinates and performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Performs user account management activities, including creation and termination of user accounts in Active Directory and other systems. 
• Generates various reports and files departmental documents as required.
• Coordinates with vendors regarding software and hardware support issues.

What you’ll bring (Minimum Requirements):

• High School Diploma or GED and two (2) years of Help Desk or Technical Support experience OR
• An Associate’s degree or vocational training and one (1) year of Help Desk or Technical Support experience.

Preferred Experience/Skills/Certifications:

• Associate's degree or vocational training in IS, Computer Science, or a related field (to include two years towards Bachelor’s degree).
• Two (2) years of experience in IS, Computer Science, or a related field with an Associate’s degree.

These would be nice too (Knowledge Skills and Abilities):

• Proficiency in Microsoft Office: PowerPoint, Excel, Word, Outlook, Microsoft Suite.
• Working knowledge of relevant systems: Diagnostic and management utilities, including but not limited to: Active Directory, Microsoft Endpoint Configuration Manager, and PC Imaging.
• Communication skills: Excellent verbal and written communication skills; ability to communicate and build relationships with all professionals at different levels within the organization.
• Attention to detail: Ability to perform tasks thoroughly and with care; checks work to ensure high degree of accuracy/completeness and early/on-time delivery.

Why work at LifeNet Health?

We have a fierce drive for our mission of Saving Lives, Restoring Health, and Giving Hope. You will not find another company with a culture as strong as ours.

• 403(b) and Profit Sharing Plan
• Affordable medical, dental, and vision coverage
• Corporate sponsored events for employees
• Work-life balance with generous paid time off to include vacation time, sick time, and paid holidays
• Tuition reimbursement
• Personal career, skill, and leadership development opportunities
• Wellness Program (gym reimbursement, monthly wellness webinars, mental health toolkit, financial resources, and much more)
• Employee Assistance Program (EAP) for employees and members of their household
• Dedicated and passionate co-workers

Salary: $22.40 - $29.87/ hour

The pay rate for the successful candidate will depend on geographic location and the candidate’s qualifications and prior relevant experience.  The pay range for this position is $22.40 hourly (entry- level qualifications) to $29.87 hourly (experienced in this role). *

*Actual compensation may be higher based on the successful candidate's knowledge and relevant experience.

This position is eligible for an annual bonus once eligibility criteria are met. 

All benefits are subject to eligibility requirements and LifeNet Health reserves the right to modify or change these benefits programs at any time, with or without notice, unless otherwise required by law.  Further, nothing in this posting is intended to alter the “at will” relationship of a successful candidate and this posting does not constitute a specific promise.

LifeNet Health is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status.  We maintain a drug-free workplace and perform pre-employment substance abuse testing.