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IT Support Specialist I

2 months ago

Lake Forest, California, United States STAAR Surgical Full time

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 providing helpdesk and deskside support services. Responsibilities include overseeing local systems infrastructure, encompassing planning, execution, integration, and technical assistance.


Key Responsibilities:

  • Operates under general guidance and supervision.
  • Independently formulates solutions that are comprehensive, practical, and aligned with functional or customer goals.
  • May oversee specific programs, clients, and/or projects.
  • Regularly updates management on the status of projects and activities.
  • Conducts periodic evaluations of assigned helpdesk and deskside services to ensure adherence to policies.
  • Manages helpdesk and deskside service levels, along with STAAR Surgical-owned inventory.
  • Coordinates with cross-functional teams and vendors to ensure compliance with 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 coordinates the installation and maintenance of software and hardware, along with necessary communications.
  • Conducts initial root cause analysis on malfunctioning components, implements corrective actions, and escalates issues as needed.
  • Adheres to company-specific systems engineering standards.
  • Collaborates with various teams and vendors to ensure current and future capacity and scalability needs are met.
  • Works alongside systems and network engineering teams to support local IT infrastructure.
  • Participates in the design 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 relationships with clients to enhance service delivery.
  • Actively seeks to expand knowledge of industry standards, best practices, and emerging technologies to optimize operations and reduce costs.
  • Performs other duties as assigned.

EDUCATION & QUALIFICATIONS

  • 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

1 to 2 years of relevant experience is preferred, or an equivalent combination of education and work experience.

SKILLS

  • Growing knowledge in related fields.
  • Enhances personal knowledge by understanding business trends and objectives.
  • Recognizes and anticipates the implications of decisions.
  • Contextualizes issues within organizational and functional objectives.
  • Applies project management methodologies.
  • Experience in providing support services for laptops, PCs, phones, and peripheral devices such as printers and docking stations in a professional environment.
  • Familiarity with incident and problem management platforms.
  • Able to produce detailed technical documentation.
  • Exemplary customer service abilities.
  • Strong verbal and written communication skills.
  • Proficient in supporting Windows desktops, including operating systems, hardware, encryption, antivirus, and peripherals.
  • Knowledgeable in supporting manufacturing operations technology, including barcode label printers, barcode scanners, device management, and PLC/SCADA is a significant advantage.

STAAR Surgical is an equal employment opportunity employer.