Help Desk Specialist

Essential Functions:

The Helpdesk Support Specialist will be responsible for providing Level 1 technical support for users via phone, email, and web for our client, an inhouse developed ERP System. The individual is responsible for Level 1 problem analysis, documentation, resolution and escalation.

Essential Functions:

• Provides support in-person and over phone/video conferencing to the Sales/OUS/Internal teams that are using the client Portal and Application for their daily job functionalities

• Coordinates with the technical team and business users with Portal launches and assists with post production support and training

• Prepares and coordinates in preparation of relevant training material to support internationalization

• Monitors various jobs that are scheduled between US and OUS databases and escalates issues to the respective teams in the event of a failure

• Documents and escalates common issues to the technical team for immediate or future fixes

• Adheres to the letter and spirit of the company Code of Conduct, the AdvaMed Code, MedTech Code, and all other company policies.

• Ensures Compliance with applicable governmental laws, rules, and regulations, both in the United States and internationally, by completing introductory and annual training and maintaining knowledge of compliance as it applies to your role

• Represents the company in a professional manner and uphold the highest standards of ethical business practices and socially responsible conduct in all interactions with other employees, customers, suppliers, and other third parties

• Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Qualifications:

• Associate's or Bachelor's Degree desired, not required

• 2+ years of support/troubleshooting experience with web-based IT systems

• Ability to learn new tools and technologies; Ability to troubleshoot effectively

• Strong written and interpersonal communication skills, with both technical and non-technical audiences

• Experience with using online conferencing tools like Go to Assist, Join.Me, etc.

• Ability to work in a fast-paced environment while still providing high level of support