Position Summary:

Training position for ATSS to pass the certification examination and advance to a TSS. The focus will include basic Blood Bank, Donor, and Laboratory theory and logic. With emphasis on expanding troubleshooting and LIS skills. 

Duties and Responsibilities:

Technical Duties:

• Primarily responsible for system-critical or non-complex application issues related to areas designated under the Blood Bank or Donor
• Properly documents new tasks into the Case Management System (STAR/TMS)
• Performs simple troubleshooting of System issues or non-complex application issues using provided tools 
• Immediately alerts appropriate SCC staff of client system critical conditions
• Redirects tasks to other technical departments upon completing preliminary investigation 
• Escalates tasks to the appropriate Lead Technical Support Analyst or Technical Support Specialist per Departmental and Support guidelines
• Identifies commonly reoccurring system issues and reports this to the Team Manager or designee
• Assists with projects as assigned by the Team Manager
• Performs other duties as assigned

Support Activities - Participates in SCC’s Support Mission and Goals by:

• Assigning an appropriate level of criticality to all support calls and tasks received
• Performing troubleshooting activities to identify the cause of a reported problem 
• Documenting all actions taken during the problem resolution process
• Developing solutions to reported problems
• Searching online manuals and helpdesk for resolution to reported problems
• Collaborating with other support team members and SCC staff as directed to deliver timely and satisfactory resolutions to reported problems 
• Providing timely follow-ups (status updates) to clients during the problem resolution process
• Escalating unresolved client issues to Tier 3 Support (Senior TSS)
• Initiate proactive calls to clients
• Attend client conference calls and meetings as needed

Development Activities - Works within a team structure to develop their individual and team skills by:

• Maintaining technical skills to be current with changes in technology
• Actively sharing discovered solutions to reported problems with other team members, departmental trainers, and with SCC Knowledgebase Administrator
• Identifying commonly reoccurring problems relating to software and hardware with notification to the Support Center Team Manager
• Participating in the training of new team members as directed by Support Center Team Manager
• Participates in corporate client service and technical training programs as assigned
• Maintains FDA compliance on regulated products with Risk To Health processing, complaint handling, and HIPAA policies 

Administrative Duties

• Properly time sheets against the appropriate SCC tasks
• Properly uses the time clock as required to track working hours
• Reviews assigned workload to assess potential delays in the delivery of solutions
• Updates voice and email messages when absent from work 
• Responds to voice and email messages in a timely manner

Job Specifications:

Education Required:

An Associate’s or Bachelor’s degree in any healthcare or information technology is highly desirable.

Experience Desired:

Minimum 2 years working in a hospital involved in specimen processing, phlebotomy, or lab assistant for the areas of Blood Bank, Donor, Immunohematology, Chemistry, Hematology, Serology, Microbiology, Histology, or Cytology. Previous experience in a service-related field, clinical laboratory, or related computer position is also desirable.

Skills Required: 

Knowledge:

• Proficient in the use of a PC
• Proficient in the use GUI applications such as Windows and MS Office
• Training in Laboratory Information Systems (LIS) or Computer Science is desirable

Skills:

• Analytical and problem-solving ability
• Ability to work independently
• Ability to collaborate with other team members
• Excellent communication skills (oral and written)
• Excellent interpersonal skills
• Ability to work effectively under stress
• Good keyboard/typing abilities
• Excellent teaching and presentation skills
• Excellent multi-tasking abilities

Travel Required:

No travel is required.