Senior IS Service Desk Technician

Senior 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 Senior IS Service Desk Technician provides deskside, in-person technical support and hardware

deployment. Receives and responds to escalated issues via the Service Desk ticketing system. Manages

hardware inventory and prepares inventory for deployment. Provides training and guidance on complex issues

to other IS Service Desk Technicians. Interacts directly with vendors for hardware ordering and troubleshooting

needs. Repairs computer equipment via component replacement as needed.

What you’ll do:

• Deskside Support: Coordinates hardware deployment and hardware repair for desktops and laptops including installing and upgrading software, determining cause of failure, and replacing of hardware components, and configuring systems and applications. Coordinates with vendors regarding software and hardware support issues.
• Ticket Management: Logs and tracks records in the service management system maintaining a history of records and related support documentation. Receives escalations from Level 1 staff and utilizes experiences and resources to resolve complicated issues and escalates to other teams when required.
• Customer Service: Interviews users to collect information and leads users through diagnostic procedures to determine source of error. Prioritizes customer’s requests to ensure that inquiries are resolved appropriately and apply the escalation process when necessary.
• Project Management: Manages assigned projects and communicates updates on projects with management.
• Inventory Management: Ensures that computer and accessory inventory is appropriately tracked, and updates management when equipment needs to be ordered to ensure sufficient stock availability

What you’ll bring (Minimum Requirements):

• High School Diploma or GED
• Help Desk or Technical Support Experience: Four (4) years of experience with High School Diploma or GED OR Three (3) years of experience with an associate’s degree or vocational training, One (1) year of experience with a Bachelor’s degree.

Preferred Experience/Skills/Certifications:

• A+ Certification
• MCSA or similar
• 3 years help desk or technical support experience with advanced education

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

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 $24.64 hourly (entry- level qualifications) to $32.85 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.

We are proud to be an EEO/AA employer EOE/M/F/Disability/Vet. We maintain a drug-free workplace and perform pre-employment substance abuse testing.