Sr Tech 1 IT Support Specialist

2 weeks ago

Lithia Springs GA United States CONMED Corporation Full time

The Sr Tech 1 IT Support Specialist is a key member in a Global IT support team in which they provide first level support of the day-to-day activities of users, perform system maintenance, documentation of systems and deployment of IT solutions. The technician will provide support for IT technology that will cover a wide array of competencies. Duties include but are not limited to system troubleshooting, remote access solution support, hardware and software management, and lifecycle management. Technician will be required to complete and close tickets assigned to them. This hybrid position requires the candidate to be onsite at the end of each month and to be able to reach the site within an agreed timeframe for emergencies.

Key Duties and Responsibilities:

  • Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
  • Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
  • To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner utilizing phone, chat, email, etc. in the communication process.
  • Provide assistance to create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests.
  • To accurately record, update and document requests using the IT service desk system.
  • Meet SLA requirements established for response time and ability to complete and incident for CONMED users.
  • Act as a mentor to the Level 1 Techs providing additional training or guidance when needed
  • Provide additional assistance with troubleshooting when the Level 1 team needs help.
  • In addition to the main responsibilities listed above, the manager may use discretion to add further duties and tasks based on the business needs which are not explicitly listed above.
  • Essential Physical Requirement for the job (must be able to lift 50 pounds, sit/stand for 8 hours)


Required Experience:

  • 1-2 years of related experience in IT Help Desk and/or desktop support


Knowledge Requirements:

  • Firm understanding of desktop hardware, diagnosing problems and ability to use diagnostic tools.
  • VPN and/or VDI understanding.
  • Basic network understanding and troubleshooting.
  • Strong communication and customer service skills.
  • Ability to provide training/mentoring to teammates
  • Ability to thrive in a team atmosphere.
  • Experience providing technical support for the Microsoft Office suite, Windows, Active Directory and Office 365.


Preferred Qualifications

  • Associate’s Degree
  • Experience supporting both domestic and international users in a global organization.
  • Windows Certifications – MCSA, CompTIA A+ or other related desktop certifications.
  • ServiceNow platform experience.


This position is not eligible for visa sponsorship.

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