Technical Support Specialist

4 weeks ago

Lakewood, Washington, United States Terumo BCT Full time

Job Summary

We are seeking a skilled Technical Support Specialist to join our team at Terumo Blood and Cell Technologies. As a Technical Support Specialist, you will provide quality support for our customers by assisting with technical computer and software issues.

Key Responsibilities

  • Apply training and knowledge to assist associates in the resolution of computer-related questions.
  • Receive trouble tickets and help a variety of customers resolve processing problems regarding Intel-based personal computers.
  • Answer associates' questions and resolve problems in regard to the supported suite of applications.
  • Install, fully configure, and support Windows operating system and Microsoft Office applications.
  • Work incoming requests via the incident and request tracking tool to assist in the resolution of computer-generated issues.
  • Ensure customer satisfaction by providing answers and resolution to incoming issues.
  • Log customer contacts and either answer questions directly or appropriately evaluate requests for escalation to Level II or III specialist for resolution.
  • Coordinate schedules with team members to ensure coverage during business hours.
  • Work directly with other technical groups to analyze and resolve technical issues in the areas of client computing, servers, WAN/LAN, VoIP telephony, and business applications.
  • Recommend modifications to system processes within area(s) of functional expertise.
  • Participate on project teams as necessary to design and implement new or changed IT services.

Requirements

  • Bachelor's degree in Computer Science or equivalent education and experience.
  • Minimum 2 years of experience in a related field.
  • Extensive experience with PC hardware installations and repair and all client-based Microsoft and Adobe applications.
  • Experience with computer, server, and networking hardware and software.
  • Basic knowledge of computer hardware and software maintenance.
  • Ability to follow proven solutions to problems and communicate resolution steps to end-users.
  • Demonstrated ability to communicate effectively both verbally and in writing.
  • Must be fluent in English.
  • Demonstrated ability to routinely diagnose IT problems and recommend solutions.
  • Demonstrated knowledge of enterprise-wide solutions including WAN/LAN, VoIP telephony, client computing, servers, and business applications.
  • Broad understanding of systems, products, and processes that allow timely resolution of complex customer and/or business issues.
  • Flexibility to adapt to and learn new technologies.
  • Ability and willingness to work on multiple projects at one time and be able to adapt to changing priorities.
  • Commitment and ability to deliver high customer satisfaction.

Physical Requirements

The typical office environment requirements include reading, speaking, hearing, close vision, walking, bending, sitting, and occasional lifting up to 20 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Additional physical requirements include travel to multiple sites locally, ability and willingness to work various shifts, holidays, be on call.

Target Pay Range

$56,100.00 to $70,000.00, salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.

Target Bonus on Base

7.0%

About Terumo Blood and Cell Technologies

We provide competitive total reward offerings that consist of compensation, benefits, recognition, along with a wealth of other well-being, work-life and recognition programs which support in unlocking the potential for you and your family.

Included in our expansive list of benefits offerings are multiple group medical, dental and vision plans, a robust wellness program, life insurance and disability coverages, also a variety of voluntary programs such as group accident, hospital indemnity, critical illness, pet insurance and much more.

To help you save for retirement, we offer a 401(k) plan with a matching contribution and for work-life balance we have vacation and sick time programs for us.

We are part of Terumo Group, founded in 1921 and headquartered in Tokyo, Japan.

In 2019, Terumo Blood and Cell Technologies reached $1 billion in revenue.

We employ nearly 7,000 associates globally, with global headquarters in Lakewood, CO, U.S., and regional headquarters in Brussels, Buenos Aires, Singapore and Tokyo.

We manufacture devices, disposable sets and solutions at our facilities in Belgium, India, Japan, Northern Ireland, the U.S. and Vietnam.

Our global presence enables us to serve customers in more than 130 countries.

Our core values help set our direction, guide our actions and keep us true to our corporate mission of contributing to society through healthcare.

Respect - Appreciative of others

Integrity - Guided by our mission

Care - Empathetic to patients

Quality - Committed to excellence

Creativity - Striving for innovation

We contribute to the Leukemia and Lymphoma Society (LLS), raising $1.3 million USD since 2007.

We are proud to be an Equal Opportunity Affirmative Action Employer.

All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, gender identity or expression, sexual orientation, marital status, order of protection status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, military status or an unfavorable discharge from military service.

Terumo Blood and Cell Technologies is committed to providing a safe, healthy and secure working environment.

Our Colorado campus locations are tobacco-free workplaces, and we maintain a drug-free workplace and perform pre-employment substance abuse testing and detailed background verification.

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