IT Support Specialist I
2 weeks ago
POSITION SUMMARY
As an IT Support Specialist within STAAR Surgical's Information Technology division, this role is essential in collaborating with various business units and the IT department to deliver effective IT solutions and strategies. This position primarily focuses on helpdesk and deskside support services.
Key Responsibilities:
- Operates under general supervision and guidance.
- Independently formulates solutions that are comprehensive, practical, and aligned with customer or functional needs.
- May oversee specific projects, clients, or programs.
- Regularly updates management on the status of projects and activities.
- Conducts periodic reviews of assigned helpdesk and deskside services to ensure compliance with established policies.
- Manages service levels for helpdesk and deskside support, as well as inventory owned by STAAR Surgical.
- Coordinates with cross-functional teams and vendors to ensure adherence to desktop and deskside technology standards, while addressing future capacity and scalability requirements.
- Maintains existing operating systems and hardware.
- Investigates and resolves system-related issues and performance challenges.
- Schedules and organizes the installation and maintenance of software and hardware, ensuring effective communication.
- Conducts initial root cause analysis on malfunctioning components, implements corrective actions, and escalates issues as necessary.
- Adheres to company-specific systems engineering standards.
- Collaborates with systems and network engineering teams to support local IT infrastructure.
- Participates in the design and implementation of new helpdesk and deskside service initiatives.
- Manages multiple tasks related to helpdesk and deskside services.
- Acts as a representative for helpdesk and deskside services in cross-functional projects.
- Demonstrates troubleshooting skills with current technology versions.
- Builds and nurtures relationships with customers to enhance service delivery.
- Actively seeks to understand industry standards, best practices, and emerging technologies to optimize operations and reduce costs.
- Performs additional duties as assigned.
EDUCATIONAL REQUIREMENTS
- Associate's degree or Bachelor's degree in Information Technology or a related field, or an equivalent combination of education and experience.
- CompTIA A+ certification is preferred but not mandatory.
- CompTIA Network+ certification is preferred but not mandatory.
EXPERIENCE REQUIREMENTS
- 1 to 2 years of relevant experience or an equivalent combination of education and work experience is preferred.
SKILLS AND QUALIFICATIONS
- Growing knowledge in related technical areas.
- Enhances personal knowledge by understanding business trends and objectives.
- Anticipates the implications of decisions.
- Contextualizes issues within organizational and functional goals.
- Applies project management methodologies.
- Experience in providing support for laptops, PCs, phones, and peripheral devices in a professional setting.
- Familiarity with incident and problem management systems.
- Able to produce detailed technical documentation.
- Exemplary customer service skills.
- Strong verbal and written communication abilities.
- Proficient in supporting Windows desktops, including operating systems, hardware, encryption, antivirus, and peripherals.
- Knowledge in supporting manufacturing operations technology, such as barcode label printers, handheld barcode scanners, device management, and PLC/SCADA is a significant advantage.
STAAR Surgical is committed to equal employment opportunities.
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