Service Desk Associate (Finance)
Description
Vitalant is one of the nation's largest nonprofit blood and biotherapies healthcare organizations, providing hospitals and patients across the U.S. with a safe blood supply, specialized laboratory services, transfusion medicine expertise, and world-renowned research. We are committed to advancing patient care through innovative systems, reliable infrastructure, and top-tier support-and we're seeking a remote Service Desk Associate to join our IT team.
This is a great opportunity for a tech-savvy professional who lives in the Phoenix, AZ area and who thrives on providing exceptional customer service while resolving technical issues in a fast-paced, mission-driven environment.
What to Expect in This Role:
Schedule: Monday - Friday 9a - 5:30p Remote Position, but must be able to go into the office in Phoenix as needed.
As a Service Desk Associate, you will be the first point of contact for internal customers seeking IT assistance. Leveraging ITIL and HDI standards, you will assess, troubleshoot, and resolve a wide range of incidents and requests related to hardware, software, network, and telephony systems.
You'll also play a key role in delivering a seamless end-user experience by owning each ticket from intake through resolution-whether it's a password reset, mobile device support, or a more complex network-related issue.
In This Role, You'll Get to:
- Provide high-quality, virtual customer service and IT technical support.
- Log and triage incidents and service requests in compliance with internal SOPs and external regulations.
- Use remote support tools to diagnose and resolve issues related to desktops, laptops, printers (including Zebra and laser), tablets, signature pads, scanners, and other peripherals.
- Install and update software including Microsoft 365 and proprietary applications.
- Assist with end-user support for Android and iPhone devices, including MDM registration.
- Monitor network activity, conduct basic troubleshooting, and escalate complex issues to appropriate teams.
- Manage account provisioning in Active Directory, Azure, and multiple proprietary systems.
- Coordinate with second-level support to ensure timely resolution of incidents and requests.
- Maintain confidentiality and uphold security standards in all IT processes.
At Vitalant, you'll be part of a mission that saves lives-and keeps our systems running smoothly to make it happen.
- Contribute to a team that plays a critical role in supporting life-saving healthcare technology.
- Work in a collaborative environment where your skills and ideas are valued.
- Receive hands-on experience with a wide array of hardware, software, and network systems.
- Medical, dental, and vision insurance
- 401(k) with up to 5% company match
- Tuition assistance up to $5,000 per year
- Free basic life and AD&D insurance
- Free short- and long-term disability insurance
- Paid time off
- Employee Resource Groups
- Recognition programs and perks
Requirements
What You'll Bring to the Team:
- Minimum of one year experience providing remote or help desk IT support in a customer-facing role is required.
- Knowledge of Microsoft operating systems and productivity applications (MS 365) is required.
- Familiarity with IT infrastructure including network systems, remote access tools, and account management platforms is required.
- Ability to prioritize tasks and meet service level agreements as well as s trong written and verbal communication skills.
- Commitment to providing excellent customer service and maintaining user confidentiality.
- Associate's Degree in Computer Information Systems, Information Technology, related field OR equivalent experience (4 years) required.
- ITIL, Six Sigma, HDI Support Center Analyst or other relevant Service Desk / CI Certification preferred.
Summary
About Us
At Vitalant, we have a network of 115 donation centers across the U.S. and host approximately 60,000 bl ood drives annually. Vitalant provides blood and special services to patients in more than 900 hospitals across the U.S. where millions of people depend on blood donations from our generous donors.
Vitalant is committed to fostering an inclusive workplace built on a foundation of respect, integrity, teamwork, and excellence. We create opportunities for employees of all backgrounds to feel valued, seen and heard. We believe this mission drives creativity and innovation, as employees experience an environment conducive to personal growth and career development.
EEO/Disabled/Veterans
Our organization is an equal employment/affirmative action employer. If you need accommodation for any part of the employment process because of a medical condition or disability, please send an e-mail l Career@vitalant.org to let us know the nature of your request.
For more EEO information about applicant rights click here
