Senior Technician, IT

Edwards Lifesciences; Irvine (CA); On-site; USD 53,000 - 75,000; Full time

Job summary

Edwards Lifesciences in Irvine, CA is seeking an IT Desktop Support Specialist to help keep our technical environment reliable for patient-focused teams.

You will configure workstations, provide Tier 1/2 support, train users, and coordinate with vendors while maintaining assets and IT inventory. A strong customer service mindset and solid Windows/Microsoft Office skills are essential. This role offers opportunities to contribute to global projects and improve deployment processes.

Qualifications

• H.S. diploma or equivalent required.
• At least 3 years IT hardware/software support experience.

Responsibilities

• Configure and manage customer workstations and peripherals per imaging/deployment processes.
• Provide daily desktop/laptop support and hardware/software troubleshooting (Tier 1/2).
• Upgrade hardware/software as part of lifecycle projects.
• Train users on hardware/software and related systems.
• Coordinate with third-party vendors for orders, warranties, and projects.
• Manage service requests and incident tickets, updating progress.
• Assist with mobile device support for business needs.
• Maintain asset inventory and network connections.

Skills

Customer service

Communication

Problem solving

Time management

Adaptability

Professionalism

Education

Associate's degree

CompTIA A+ certification

Tools

Active Directory

Help desk software

Microsoft Office

Office 365

VPN

Windows OS

Job description

Innovation starts from the heart. At Edwards Lifesciences, we’re dedicated to developing ground-breaking technologies with a genuine impact on patients’ lives. At the core of this commitment is our investment in cutting-edge information technology. This supports our innovation and collaboration on a global scale, enabling our diverse teams to optimize both efficiency and success. As part of our IT team, your expertise and commitment will help facilitate our patient-focused mission by developing and enhancing technological solutions.

How you’ll make an impact:

• Configure and manage customer workstation, portable computing devices and peripherals (Following defined imaging and deployment processes)
• Perform daily support (moves, adds, changes, etc.) for desktops, laptops, peripheral equipment and other IT related hardware (ex. VOIP Phones, A/V support as applicable for your region, etc.)
• Manage installation of desktops, laptops, peripheral equipment and other IT related hardware
• Training users in various situations, educating them regarding use of hardware, its software and related systems. Training would be brief, one-on-one, small group, ad-hoc and hands on "How-to" instructions
• Perform lifecycle upgrades and projects as directed
• Manage priorities based on Service requests and incident tickets while regularly updating tickets to reflect work performed
• Troubleshoot and repair hardware and/or Software for desktops, laptops, peripheral equipment and other IT related hardware (Tier 1/2)
• Coordinate activities with third party vendors as needed (Order fulfillment, Warrantees, Project Needs, Vendor relations / feedback, and so forth)
• Provide appropriate visibility of costs related to service requests and comply to approval requirements
• Assist the business with tablet and mobile device support to meet operational / business needs
• Other incidental duties
• Manage port connections to provide point of use network availability; Assist in answering Help Desk Calls from Users on an as needed basis
• Manage assets including physical and electronic identification and control

What you'll need (Required):

• H.S. Diploma or equivalent
• A minimum of three years experience of work experience including IT hardware/software experience

What else we look for (Preferred):

• Associate's Degree or equivalent in or technical degree/certificate in related discipline
• Other: CompTIA A+ certification
• Microsoft Certified Desktop Technician
• Ability to manage users and PC's using Active Directory
• Proficient in Microsoft suite of applications (Windows 2008 and Windows 2012 server, Windows 7, Microsoft Office and Outlook)
• Ability to perform IT hardware and software diagnostics and repairs (Laptops, desk tops, mobile computing devices, peripherals, IP Phones, handheld scanners, etc.)
• Ability to configure, use and maintain CISCO IP Phones preferred
• Effective cable management skills to maintain organized work stations and data closets required
• Ability to adapt and learn new technologies as needed
• Strong written and verbal skills required
• Problem Solving skills including Trouble shooting techniques required
• Strong customer service focused skills required
• Strong organization and time management skills required
• High level of professionalism during interactions with customers and vendors
• Using PC Images to configure computers for deployment / redeployment required
• Experience using Help Desk ticketing software to manage service tickets and document support provided
• Experience with platforms and applications (e, g, Microsoft Office Suite, Microsoft Outlook/Office365, Internet Explorer, Windows 7, Active Directory, Virtual Private Network (VPN), MobilePASS (one-time password software authentication solution for VPN access))
• Experience using Help Desk ticketing software to manage service tickets

Aligning our overall business objectives with performance, we offer competitive salaries, performance-based incentives, and a wide variety of benefits programs to address the diverse individual needs of our employees and their families.

• For California (CA), the base pay range for this position is $53,000 to $75,000 (highly experienced).

Pay for the successful candidate will depend on various factors (e.g., qualifications, education, prior experience).