Sr. Service Desk Support Analyst

2 weeks ago

Auburn, United States Disability Solutions Full time
Are you a tech-savvy problem-solver with a passion for delivering exceptional customer service? Do you thrive in fast-paced environments and drive innovation? We're seeking a talented Senior Service Desk Support Analyst to join our IT team in Auburn, MA

Job Summary:

KARL STORZ is looking for a skilled and customer-focused Senior Service Desk Support Analyst to resolve technical issues, mentor new employees, and participate in project and change work. The ideal candidate will have excellent communication and problem-solving skills, strong technical knowledge, and experience working in a call center/service desk environment.

Key Responsibilities:
  • Provide exceptional support services via phone, email, and in-person
  • Troubleshoot and resolve technical issues related to hardware, software, and network connectivity
  • Mentor new Service Desk employees and contribute to knowledge sharing
  • Respond to technical issues via phone, gather necessary information, and resolve or escalate issues as needed.
  • Log and manage technical support requests/incidents using a ticketing system, ensuring accurate and complete documentation
  • Perform system set up for onboards and data transfer/inventory management for offboards
  • Maintain accurate asset records
  • Collaborate with IT teams to resolve complex technical issues
  • Identify process improvement opportunities


Requirements:
  • Associate's or Bachelor's degree preferred
  • 4+ years of experience in a call center/service desk environment
  • 3+ years of IT support experience
  • Technical certifications (Help Desk, Desktop Support) a plus
  • Strong knowledge of:
    • Windows OS, Apple OS, Active Directory, MS Office Suite, ticketing systems, mobile devices and anti-virus/spyware
    • Desktop, laptop, and thin client hardware
    • ITIL processes and framework (ITIL v3 or 2011 certification a plus)
  • Flexible approach to an ever-changing environment


Physical Requirements:
  • Ability to sit for long periods, lift 50lbs, and access constrained areas
  • Occasional business travel may be required


If you're a motivated and customer-focused IT professional, apply now. We look forward to hearing from you

Who we are:

KARL STORZ is an independent, family-owned company headquartered in Germany's renowned MedTech manufacturing region. For 80 years, we've pioneered the most groundbreaking innovations in endoscopic surgery, video imaging, and operating room integration to benefit patients and healthcare providers alike.

With more than 9,000 associates worldwide and 2,600 in the US, we pride ourselves on harnessing cutting-edge technology, precise workmanship, and unrivaled customer support to help healthcare facilities succeed. With onsite locations and field opportunities across the country, we attract a diverse and talented staff. It's not just about the tools we create-it's about the lives we change, together.

#LI-CW1

Eligible Employee 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; includes maternal/ paternal leave, adoption, and fostering of a child.
  • 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
  • And much more

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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