Helpdesk Support Specialist

2 weeks ago

Rochester, United States Next Phase Medical Devices, an Arterex Company Full time
Job DescriptionJob Description

Position Title: Helpdesk Support Specialist

Reports to: IT Manager                   

Direct Reports (No):

 

Job Summary: 
We are seeking a dedicated Helpdesk Support Specialist with 1-2 years of experience in the IT industry with a focus on system administration, specifically with ERP systems, and other business systems in the manufacturing industry. The ideal candidate will be responsible for providing fast and effective helpdesk support to our internal business users. This position is responsible for proper prioritization of assigned tickets and tasks.

 

Duties/Responsibilities:

·        Provide first-level contact and deliver IT issue resolutions.

·        Properly escalate unresolved queries and critical issues to the next level of support.

·        Track, route, and redirect problems to correct resources.

·        Update customer data and produce activity reports.

·        Walk customers through problem-solving processes.

·        Assist with employee on/off boarding.

·        Deploy IT equipment as necessary.

·        Provide IT support following the NIST Framework and cybersecurity best practices.

 

Other duties

·        Project and other task assignments based on IT activities.

·        Participate in maintaining and improving our ITIL-based practices.

·        Contribute to our cybersecurity efforts and protocols.

 

Required Skills/Abilities:

·        1-2 years of experience in IT support or related field.

·        Ability to diagnose and resolve basic technical issues.

·        Experience with ERP systems and other business systems in the manufacturing industry.

·        Excellent communication, written, and oral skills

·        Familiarity with ITIL fundamentals.

·        Awareness of cybersecurity best practices.

·        Excellent problem-solving and communication skills.

·        Able to assist in cleanroom environment as necessary.

·        Knowledge of DelmiaWorks IQMS (preferred).

·        ITIL Certification and experience (preferred).

 

Education and Experience:

·        Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent experience.

 

Physical Demands:

·        This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

·        Must be able to sit, walk or stand for extended periods of time.

 

On-Site/Remote Attendance:  This position requires 100% on-site attendance.

Company DescriptionAt NextPhase, we’re solely focused on medical device design, development, and manufacturing. As your outsourcing solutions partner for all low- to medium-volume complex electromechanical and single-use devices, you can count on high-quality, superior service, and continuous improvement throughout your entire product life-cycle. We offer a full suite of services across a comprehensive range, including concept ideation, feasibility analysis, design, development, LEAN-focused manufacturing, assembly, and aftermarket services, sterilization, & sterilization management. Additionally, our geographic presence enables us to use best medical device manufacturing practices for complex medical devices. Based in North America, NextPhase has locations in Rochester, NH and Mansfield, MA as well as in Tijuana, Mexico.

We recognize that as a medical device manufacturer the work we do has a significant and meaningful impact on patients’ lives. The core values that we’ve established and operate by allow us to empower our employees to deliver the best medical device solutions and enable them to improve the quality of life of patients.

We are proud and honored to be able to provide our customers with medical device solutions that help improve patient lives.Company DescriptionAt NextPhase, we’re solely focused on medical device design, development, and manufacturing. As your outsourcing solutions partner for all low- to medium-volume complex electromechanical and single-use devices, you can count on high-quality, superior service, and continuous improvement throughout your entire product life-cycle. We offer a full suite of services across a comprehensive range, including concept ideation, feasibility analysis, design, development, LEAN-focused manufacturing, assembly, and aftermarket services, sterilization, & sterilization management. Additionally, our geographic presence enables us to use best medical device manufacturing practices for complex medical devices. Based in North America, NextPhase has locations in Rochester, NH and Mansfield, MA as well as in Tijuana, Mexico.\r
\r
We recognize that as a medical device manufacturer the work we do has a significant and meaningful impact on patients’ lives. The core values that we’ve established and operate by allow us to empower our employees to deliver the best medical device solutions and enable them to improve the quality of life of patients.\r
\r
We are proud and honored to be able to provide our customers with medical device solutions that help improve patient lives.

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