Solutions Support Analyst - San Antonio - BioBridge Global

Description

BioBridge Global is a San Antonio-based nonprofit, that integrates donor-to-patient services to enable the future of biotherapeutic solutions, including blood, tissue, and advanced therapies. Through our subsidiaries – South Texas Blood & Tissue, QualTex Laboratories and GenCure – we provide products and services in blood resource management, cellular therapy manufacturing, donated umbilical cord blood and human tissue, as well as testing of blood, plasma, tissue, and cellular products for clients in the United States and international markets. We also support the development advanced therapies by providing access to starting materials, testing services, biomanufacturing of cell and cell-based biologics and clinical trials support.

We at BioBridge Global have been committed to saving and enhancing lives through the healing power of human cells and tissue for over 50 years. If you share our passion, join our team

BioBridge Global (BBG) ) is a non-profit company that oversees and supports South Texas Blood & Tissue Center (STBTC), QualTex Laboratories, GenCure, and The Blood and Tissue Center Foundation. For over 40 years, our team of dedicated professionals has made life-saving connections. Our diverse services bridge critical medical industry needs with innovative solutions.

General Summary

The Solutions Support Analyst will be part of a desktop support team supporting customers from both local and

remote sites. Must troubleshoot over the phone as well as desk side and be able to handle multiple

responsibilities simultaneously. Responsible for the maintenance and repair of the organization's desktops and

applications that run on them. Will perform work assigned via the ticketing system and reports directly to the

Desktop Support Manager.

Commit to and abide by the character of BioBridge Global's Core Values of Accountability, Stewardship, Pioneer,

Integrity, Respect and Excellence (ASPIRE). Support, communicate and reinforce the mission and vision of the

enterprise.

Provide world class customer service by capturing and being responsive to the voice of the customer (internal or

external, including donors for select positions) through multiple feedback channels in order to resolve issues and

drive satisfaction in accordance with the BBG customer engagement, feedback, and complaint processes.

It is essential that the incumbent have a valid driver's license and be at least 18 years old with a good driving

record to meet organization driving standards.

Major Duties and Responsibilities

Essential Tasks

Install PCs and desktop applications to include upgrades as assigned.

Log and update tickets via the ticketing system.

Answer phones and perform level 1 and 2 troubleshooting.

Use imaging software to load system images.

Use Remote Control Software to resolve desktop issues.

Attend, and participate in staff meetings and related activities; attend workshops to keep up to date with

Desktop Support issues.

Comply with all Standard Operating Procedures (SOPs) and policies.

Oversee the installation and maintenance of all desktops, laptops, and related peripherals.

Performs other duties as assigned.

Non-Essential Tasks

Perform and assume the duties and responsibilities of other team members as required by Desktop Support

Manager.

Education

Requires a high school diploma or general equivalency diploma.

Licenses and/or Certifications

A+ certification or completion of the course or other technology related certification

Texas Operators Driver's License

Experience

Requires one or more years of Windows based OS and PC hardware experience.

Requires oneor more years as a Desktop or Helpdesk analyst.

Knowledge

Must maintain knowledge of and perform according to Standard Operating Procedures (SOPs) and policies.

Must have working knowledge of hardware and software platforms utilized by the organization to include MS XP

and Windows 7 operating systems, Ghost and remote control software.

Must have considerable knowledge of desktop support, PC hardware, PC office applications and PC peripherals.

Skills

Must be capable of operating motor vehicles in all types of weather conditions.

Must have excellent analytical skills to determine root cause and risk elements while considering alternative

courses of action.

Must have excellent problem solving and interpersonal skills.

Abilities

Must be able to keep information confidential.

Must be neat in appearance and well groomed.

Must be professional, detail oriented, self‐motivated, innovative, creative, assertive, organized, communicative,

and have the ability to work independently.

Must have ability to maintain and support computer hardware and software.

Working Environment

Works in a well‐lighted, air conditioned and heated office. May be exposed to electrical and chemical hazards

and other conditions common to an office environment. May be required to work at any time of the day,

evening or night during the week or weekend. Ability to use personal motor vehicle for company business

required. Occupational Exposure Assignment ‐ Category II

Physical Requirements

Must be able to drive on behalf of the organization.

Will sit, stand, walk, and bend during working hours.

Requires manual and finger dexterity and eye‐hand coordination.

Required to lift and carry relatively light materials.

Requires normal or corrected vision and hearing corrected to a normal range.

We invest in our people by offering competitive compensation, excellent benefits, and the opportunity to work with the first blood center in America to receive the ISO 9002 accreditation

All Full Time Positions Qualify for an Affordable and Competitive Benefits Package to include:

• Competitive salary

• 100% Employer Paid Life Insurance

• 401(k) with Employer Contribution

• 100% Employer Paid Long-term Disability Plan

• Paid Time Off (PTO)

• 100% Employer Paid AD&D

• Extended Illness Benefits (EIB)

• 100% Employer Paid Employee Assistance Program

• Shift Differentials

• Group Health Medical Plan with prescription coverage

• Paid Holidays

• Variety of Voluntary Supplemental Insurances

• Incentive Compensation Plan

• Voluntary Dental Coverage

• Educational Assistance Program

• Voluntary Vision

BioBridge Global and its subsidiaries are proud to be an Equal Opportunity Employer committed to providing employment opportunities. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. For more information about your EEO rights as an applicant under the law, please click here . BioBridge Global maintains a Tobacco & Drug-Free Workplace.