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Support Specialist
2 months ago
This is an onsite role and based at our Los Angeles (El Segundo), CA office.
RESPONSIBILITIES
- Provide deskside support and resolution of incidents/service requests escalated from Service Desk Support Analysts or submitted via Self Service. Handle more complex issues to their resolution.
- Create solution documentation both for internal Service Desk use as well as business partner use.
- Provide excellent customer service by ensuring that support services are delivered to meet business partners' needs and expectations.
- Work with users to collect information pertaining to requests/incidents. Log tickets accurately and completely using the ticketing system.
- Resolve tickets as capable and where resolution is not possible assign ticket to the appropriate team.
- Establish strong working relationships and understanding between the Service Desk and other IT support teams.
- Notify users as requested by the resolving area and close call tickets when resolution is confirmed with IT support team.
- Provides support for meetings (audio/video).
- Develop and maintain knowledge of support procedures, business area processes, desktop applications and tools through established knowledge management tools.
- Develop and maintain an understanding of Service Level Agreements. Seeks opportunities to improve knowledge, skills and performance and is receptive to developmental feedback.
- Demonstrated ability to remain cool and controlled in a crisis and when under pressure, especially when dealing with frustrated business partners.
- Identify process improvement opportunities on the Service Desk Support. Seek to continually improve the services provided within the Service Desk.
- Perform occasional call center phone support. Act as a backup to the Service Desk Support Analysts.
- Mentor new Service Desk employees.
- Demonstrated ability to use own initiative to improve the quality of the service provided and the working environment for the team.
- Demonstrated ability to assess and document the information given accurately and completely, interpreting user /IT terminology as required.
- Provides common structured communication to business partners, management and other IT team members as related to incident management.
- Participate on project and change work.
- Perform asset management tasks to ensure accurate inventory.
- Perform other duties as assigned
REQUIREMENTS
- High School Diploma or equivalency
- Minimum 3-4 years of IT support experience including 1-2 years in a Call Center Service Desk environment.
- Help Desk and/or Desktop Support technical certification a plus.
- Solid knowledge of Windows OS, Apple OS, Active Directory, MS Office Suite, ticketing systems, call center, mobile devices and anti-virus/spyware.
- Solid knowledge of desktop, laptop and thin client hardware.
- Working experience with peripherals such as printers and desk phones.
- Familiar with ITIL processes and framework. ITIL v3 or 2011 certification a plus.
- Self-motivated team player.
- Demonstrated strong verbal, written, organization and interpersonal skills.
- Demonstrated flexible approach to an ever-changing environment.
- Professional and courteous approach.
- Strong organizational skills.
- Excellent communication skills including a good telephone manner.
- Demonstrated ability to prioritize large volumes of work while maintaining a high quality of service and working to strict deadlines.
- Demonstrated ability to use troubleshooting skills to resolve inquiries professionally and accurately.
- Ability to drive safely for business travel.
- Ability to sit for long periods of time.
- Ability to lift 50 lbs, and access constrained areas such as wiring closets and service provider demarcation points.
#LI-CW1
Your Benefits
- Medical / Dental / Vision including a state-of-the-art wellness program and pet insurance, too*
- 3 weeks vacation, 11 holidays plus paid sick time*
- Up to 8 weeks of 100% paid company parental leave**
- 401(k) retirement savings plan providing a match of 60% of the employee's first 6% contribution (up to IRS limits)
- Section 125 Flexible Spending Accounts
- Life, STD, LTD & LTC Insurance
- We prepay your tuition up to $5,250 per year - Tuition pre-imbursement
- Fitness reimbursement of up to $200 annually
- Employee referral program of up to $2,000 per hire
- And much more
*Field sales, internships, and part-time employees are not eligible except where required by state law.
Non-employees, including temporary workers and consultants, are not eligible to participate in the KARL STORZ benefits program.
**To include, maternal/paternal leave, adoption, and fostering of a child.
KARL STORZ reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. Additionally, KARL STORZ, through its supervisors, may require an employee to perform duties outside their normal description within the sole discretion of the supervisor. Employees must comply will all applicable KARL STORZ policies and procedures.
Credentialing requirements at KARL STORZ
KARL STORZ is committed to maintaining a safe work environment for our employees and customers. Most field-based roles at KARL STORZ require hospital credentialing/health screens as a condition of employment. Credentialing can include required vaccinations, health screens & other requirements as outlined by our customers. During the interview process, we encourage you to ask how credentialing/health screens may impact the role you are seeking and if you require any reasonable accommodations regarding these requirements.
Pay Transparency
The pay range and/or hourly pay rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job posting and may be modified in the future. When determining a specific team member's base salary and/or hourly pay rate, several factors will be considered including such things as location, specialty, service line, years of relevant experience, education, professional credentials, internal equity, and the amount budgeted for the role.
Equal Employment Opportunity & Reasonable Accommodation Statement
KARL STORZ is committed to creating an inclusive space where employees are valued for their skills and unique experiences. To achieve this goal, we are committed to diverse voices, and all applicants will receive consideration without regard to race, color, sex, national origin, disability, veteran status, or any other protected characteristic. KARL STORZ is also committed to providing reasonable accommodations during our recruitment process. Should you need assistance or accommodation please email us at taoperations@karlstorz.com.
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