Desktop Support Analyst II

Ottobock; Austin (TX); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical

Vision

Dental

Health savings accounts with employer"

Flexible spending account options

Company-paid life insurance policy

Paid time off

Company holidays

Floating holidays

100% company-paid short & long-term di

401k match up to 3.5%

Paid parental leave

Job summary

Otto Bock Healthcare North America, Inc. in Austin, TX is seeking a Desktop Support Analyst II to join our on-site IT team. The role focuses on daily IT support requests and assisting IT management with project work to balance workload and expand capacity.

Responsibilities include resolving hardware and software issues, configuring systems, and documenting problems and resolutions. A 3–5 year IT support background and a 2–4 year degree are preferred, with ITIL Foundation v3 certification

Qualifications

• Minimum 3–5 years of IT support experience.
• Two–to four-year degree preferred; ITIL Foundation v3 certification desired.
• Ability to install, configure and maintain business computers, networks, and related hardware/software.
• Strong knowledge of computer and/or network security systems, procedures, techniques.
• Ability to identify and resolve computer system malfunctions and operational problems.
• Organizational and prioritization skills; customer-facing communication.
• Teamwork, self-starter attitude and constructive feedback receptiveness.

Responsibilities

• Perform day to day IT Support needs of the business according to service level targets and objectives.
• Investigate user problems, identify their source, determine possible solutions, test and implement solutions.
• Identify and recommend to management proactive system and application enhancements for business improvements with a cost benefit approach.
• Perform software and application installation, and upgrades.
• Troubleshoot computers and applications to identify and correct malfunctions and other operational difficulties.
• Track, prioritize and document requests using a support desk ticket system.
• Administer phone systems including hardware, softphone, voicemail and cellular.
• Develop and conduct various training and instruction for system users on operating systems, and other applications; assist users in maximizing use of networks and computing systems.
• Work as a team member with other technical staff.
• Maintain confidentiality with regard to the information being processed, stored or accessed by the network.
• Document all aspects of work including network problems and resolutions for future reference.
• Other duties as assigned.

Skills

IT Support

Networking

Security

Communication

Team player

Education

Associate/Bachelor degree

ITIL Foundation v3

Job description

Company Details

• Company: Otto Bock Healthcare North America, Inc.
• Department: IT
• Location: Austin, TX
• Type of position: Full-time
• Remote possible: On-site
• Job ID: 8677

Summary Statement

For more than a century, Ottobock has pursued the mission of helping people living with limb loss, limb difference, or mobility challenges maintain or regain their freedom of movement. We do this through the development of leading prosthetic, orthotic, and wheelchair innovation, and an unwavering commitment to delivering superior patient care experiences. As a growing healthcare company, we continue to invest in both our people and new service offerings. With more than 10,000 employees worldwide and 1,000 across North America, we are dedicated to advancing the O&P industry and improving the lives of the people served by it.

We have a great opportunity for a Desktop Support Analyst II to join our team onsite in Austin, TX!

Duties & Responsibilities

The Desktop Support Analyst II will be focused on daily support requests with inclusion of assisting in IT related projects as required by the IT management team. Other team members will be working on balancing the workload and assisting to increase the current project management capacity.

Essential Duties

• Perform day to day IT Support needs of the business according to service level targets and objectives as specified by management
• Investigate user problems, identify their source, determine possible solutions, test and implement solutions.
• Identify and recommend to management proactive system and application enhancements for business improvements with a cost benefit approach.
• Perform software and application installation, and upgrades.
• Troubleshoot computers and applications to identify and correct malfunctions and other operational difficulties.
• Track, prioritize and document requests using a support desk ticket system.
• Administer phone systems including hardware, softphone, voicemail and cellular.
• Develop and conduct various training and instruction for system users on operating systems, and other applications; assist users in maximizing use of networks and computing systems.
• Work as a team member with other technical staff.
• Maintain confidentiality with regard to the information being processed, stored or accessed by the network.
• Document all aspects of work including network problems and resolutions for future reference.
• Other duties as assigned.

Qualifications

• Minimum of 3 to 5 years of recent experience in an information technology support role required.
• Two- to four-year degree preferred; additional training or certifications desiredITIL Foundation v3 certification desired.
• Ability to install, configure and maintain business computers, networks, and related hardware and software.
• Strong knowledge of computer and/or network security systems, applications, procedures, and techniques.
• Ability to identify and resolve computer system malfunctions and operational problems.
• Skill in organizing resources and establishing priorities.
• Work with clients requires interpersonal skills.
• Must have a "Can do" Attitude.
• Must be a good listener.
• Takes constructive criticism.
• Works well in a team environment.
• Must be a self-starter.
• Analytical problem solver.

Benefits

• Medical
• Vision
• Dental
• Health savings accounts with employer contribution
• Flexible spending account options
• Company-paid life insurance policy
• Paid time off
• Company holidays
• Floating holidays
• 100% company-paid short & long-term disability
• 401k match up to 3.5%
• Paid parental leave