Technical User Support Analyst

2 weeks ago

Duluth, United States IntePros Consulting Full time
Technical User Support Analyst (Product Support)

*** This is a patient support/product support position***

Key MUST Haves:

•Technical in nature

•Who can support desktop application at a basic level. There will be training provided.

•Should be proficient in MS office.

•Knows what shared network is and how to share files.

•Not a helpdesk, not tech support, not service desk. Not heavy IT

•This is a patient support/product support position.

•Elevate computer skills.

•Power point, excel, just basic knowledge.

Requirements - Nice to Have:

Responsibilities:

•Gastrointestinal support product line within their own portfolio, some are disposable and don't require technical knowledge.

•Onsite role

•Working with physician, biomed, clients, GI, and sales team.

•This is a product support role.

Responsibilities may include the following and other duties may be assigned.

•Resolves technical problems that originate by telephone in a call center/help desk environment. Uses expertise in customer service and technical knowledge gained from previous experience to resolve issues surrounding the installation, usage, and training of customers on software and/or hardware products.

•May work with technical, sales, customer service or marketing staff to resolve recurring problems and issues with products. Provides technical support to users for either PC, server or mainframe applications and hardware.

•Maintains a troubleshooting tracking log ensuring timely resolution of problems. Recommends systems modifications in order to reduce user problems.

•Function Specific:

•Ability to use a variety of end user support processes deployed by Medtronic such IT Service Management (ServiceNow), SAP,Salesforce.comCommunication and Collaboration (Outlook, Microsoft Teams, Zoom) to resolve technical issues.

•Ability to understand product specifications, indications for use and contraindications.

•Ability to support customers with product specific technical issues and related workstation/PC related issues.

•Ability to provide clear and concise directions with empathy and professionalism to internal and external customers.

•Technology:

•Understanding of an end users experience and challenges using the technology and service. Acquire and maintain knowledge on IT services and solutions that customers use.

•SPECIALIST CAREER STREAM: Typically an individual contributor with responsibility in a professional discipline or specialty. Delivers and/or manages projects assigned and works with other stakeholders to achieve desired results. May act as a mentor to colleagues or may direct the work of other lower level professionals. The majority of time is spent delivering and overseeing the projects - from design to implementation - while and adhering to policies, using specialized knowledge and skills normally acquired through advanced education.

•DIFFERENTIATING FACTORS

Autonomy: Established and productive individual contributor. Works independently with general supervision on larger, moderately complex projects / assignments.

Organizational Impact: Sets objectives for own job area to meet the objectives of projects and assignments. Contributes to the completion of project milestones. May have some involvement in cross functional assignments.

•Innovation and Complexity: Problems and issues faced are general and may require understanding of broader set of issues or other job areas but typically are not complex. Makes adjustments or recommends enhancements in systems and processes to solve problems or improve effectiveness of job area.

•Communication and Influence: Communicates primarily and frequently with internal contacts. External interactions are less complex or problem solving in nature. Contacts others to share information, status, needs and issues in order to inform, gain input, and support decision-making.

•Leadership and Talent Management: May provide guidance and assistance to entry level professionals and / or employee in Support Career Stream.

•Required Knowledge and Experience:

Requires practical knowledge and demonstrated competence within job area typically obtained through advanced education combined with experience. 4+ years of experience with a high school diploma or equivalent.

#LI-RS1

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