IT Support Specialist - Onsite Desk & AV Help

KARL STORZ SE & Co. KG; Auburn (MA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Vacation & holidays

Parental leave

401(k) match

Flexible Spending Accounts

HSA Savings

Life/Disability Insurance

Tuition reimbursement

Fitness reimbursement

Job summary

KARL STORZ SE & Co. KG is seeking an IT Specialist for our Auburn, MA office. This role focuses on central contact for business partners' technical issues, primarily phone support, with some deskside and self-service ticket handling. Onsite five days initially, with opportunity to contribute to knowledge base and incident resolution.

The role emphasizes clear communication, incident management, and collaboration with IT teams to improve service quality and user satisfaction.

Qualifications

• Ability to document information accurately and clearly.
• Knowledge of support procedures and SLAs.
• Strong communication for updates to partners and IT teams.

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.
• 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.

Skills

Customer service

Phone support

Ticketing system

Tools

Ticketing system

Job description

KARL STORZ SE & Co. KG is seeking an IT Specialist for our Auburn, MA office. This role focuses on central contact for business partners' technical issues, primarily phone support, with some deskside and self-service ticket handling. Onsite five days initially, with opportunity to contribute to knowledge base and incident resolution.

The role emphasizes clear communication, incident management, and collaboration with IT teams to improve service quality and user satisfaction.