IT Specialist

KARL STORZ North America; Auburn (MA); On-site; USD 52,000 - 68,000; Full time

Job summary

KARL STORZ North America is seeking an IT Specialist to serve as the central contact for business partner technical support. The role focuses on phone support, incident resolution, and occasional deskside assistance from our Auburn, MA office with five days onsite initially.

You will document issues, log tickets, and collaborate with IT teams to resolve requests. Strong communication and SLA understanding are essential for success in this role.

Qualifications

• Excellent communication skills and ability to document information clearly.
• Ability to learn support procedures, tools, and processes quickly.
• Understanding of service level agreements (SLAs) and how to meet them.
• Strong teamwork and collaboration with IT colleagues.

Responsibilities

• Provide phone and desk-side IT support to business partners.
• Log and manage incident tickets using the ticketing system; resolve where possible.
• Resolve or escalate issues to appropriate teams in a timely manner.
• Assist in solution documentation for internal and external knowledge bases.
• Support meetings and audio/video setups for users and rooms.

Skills

Customer service

Incident management

Desktop support

IT ticketing

Tools

Ticketing system

Job description

About KARL STORZ
From the operating room to surgery centers—and everywhere in between—KARL STORZ North America is a global leader in medical technology and advanced visualization solutions. We design specialty innovations, smart instruments and devices, integrated ecosystems, and intelligent imaging—to build a more connected, software-enabled operating room. As an independent, family‑owned MedTech company, we ambitiously think in generations instead of quarters to improve patients' lives around the world.

About The Role

The IT Specialist acts as the central point of contact for handling business partners' technical support issues, responding by gathering the information needed to resolve issues during the initial contact or routing them to the correct support team. The primary focus is phone support and resolution of incidents and service requests submitted via Self Service and walk‑ups, with occasional deskside support. The IT Specialist also assists in solution documentation for internal and external knowledge. This role is based in our Auburn, MA office, with five days onsite required initially.

What You'll Do

• Provide excellent customer service by ensuring support services meet business partners' needs and expectations.
• Answer phone calls to the call center and resolve incident and service request tickets submitted via self‑service.
• Perform occasional deskside support.
• Work with users to collect information pertaining to requests and incidents; log call tickets accurately and completely using the ticketing system.
• Resolve tickets where possible, and assign to the appropriate team when resolution isn’t possible.
• Perform desktop and laptop system setup for on‑boards and refreshes.
• Perform data transfer and inventory management tasks for off‑boards.
• Maintain accurate asset records and perform moves, adds, and changes.
• Notify users as requested by the resolving area and close call tickets once resolution is confirmed with the IT support team.
• Provide support for meetings (audio/video).
• Participate in project and change work under the guidance of the Project Manager/Team, IT Management, and/or a Senior Support Specialist.
• Perform asset management tasks to ensure accurate inventory.
• Mentor new Service Desk employees.

What You Bring

• Demonstrated ability to assess and document information accurately and completely, interpreting user and IT terminology as required.
• Ability to develop and maintain knowledge of support procedures, business area processes, desktop applications, and tools through established knowledge management resources.
• Understanding of Service Level Agreements (SLAs).
• Strong, clear communication skills for structured updates to business partners, management, and other IT team members on incident management.

What Will Make You Successful

• Identifies process improvement opportunities within Service Desk support.
• Builds strong working relationships between the Service Desk and other IT support teams.
• Uses own initiative to improve service quality and the team's working environment.
• Receptive to developmental feedback, with an ongoing interest in improving knowledge, skills, and performance.

Why KARL STORZ?

Join KARL STORZ and be part of a team creating medical innovations that truly make a difference. Beyond technology, you'll be part of a culture that values talent as its greatest asset, empowering you to contribute to a mission that improves patient care worldwide.

Ready to make an impact? Apply to be our next IT Specialist and help us build the future of MedTech together.