IT Specialist - Elevate End-User Support in MedTech

Karl Storz Endoscopy; Auburn (MA); On-site; USD 55,000 - 80,000; Full time

Job summary

KARL STORZ North America is seeking an IT Specialist to act as the central point of contact for business partners' technical support issues, primarily handling phone-based incidents and service requests. The role is based in Auburn, MA with five days onsite initially, and involves documenting information and mentoring junior staff.

You will resolve tickets where possible, log details in the ticketing system, and assist with deskside support, asset management, and AV support for meetings as part

Qualifications

• Strong, clear communication with business partners, management and IT team members on incident management.
• Ability to develop and maintain knowledge of support procedures, business area processes, desktop applications, and tools.
• Understanding of Service Level Agreements (SLAs).
• Demonstrated ability to assess and document information accurately and completely.

Responsibilities

• 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 onboards and refreshes.
• Perform data transfer and inventory management tasks for offboards.
• 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.

Skills

Communication skills

Documentation

Knowledge management

SLA understanding

Job description

KARL STORZ North America is seeking an IT Specialist to act as the central point of contact for business partners' technical support issues, primarily handling phone-based incidents and service requests. The role is based in Auburn, MA with five days onsite initially, and involves documenting information and mentoring junior staff.

You will resolve tickets where possible, log details in the ticketing system, and assist with deskside support, asset management, and AV support for meetings as part