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Sr. Service Desk Support Analyst

2 months ago

Auburn Massachusetts, Worcester County, MA, United States KARL STORZ Endoscopy - America 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.

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