Senior Technical User Support Analyst

Senior Technical User Support Analyst

14 sep
|
Medtronic
|
Departamento de Santa Rosa

14 sep

Medtronic

Departamento de Santa Rosa

CAREERS THAT CHANGE LIVES
This position will provide support for resolving client technical issues to return the client to productivity as quickly as possible, adhere to service level agreements with Business Units, and lead/implement projects and process improvements.  Work on related support issues and projects for local site IT and Global IT MFG/Lab support team as required. Provide customer service to diagnose and fix problems related to computing hardware, including both Windows and Linux systems administration and workstation deployment, software, account administration, network, process, and other related equipment used in manufacturing and lab areas




Collaborate with others in local IT group and global IT groups in overlapping technologies and support as needed. Use Medtronic Service-Management tool for all break-fix and service request support. Primary work for this position will be at the Santa Rosa site, with 15 – 30% potential for travel, additional global MFG/Lab projects, and after hour on-call support rotation responsibilities.


A DAY IN THE LIFE 
• Resolve complex client technical issues:
o Isolate and determine root cause of complex technical problems based on client and support center input and remote management technology; work on problems of moderate to difficult scope where analysis of situations or data require an in-depth evaluation of various factors
o Resolve technical issues escalated from the Manufacturing or Lab areas, IT Support Center, and other Desktop team members
o Troubleshoot and analyze symptoms related to computer system errors to determine effective resolution of client issue
o Provide hands-on technical support for hardware (printers, barcode readers, cameras, desktop, laptop, drivers, monitors, MHDs, and cabling) and software (internally developed applications, productivity, computer operating systems, internet applications, and various drivers) troubleshooting
o Interact with escalation resources (vendors) to resolve complex technical issues as required
• Provide input for new process and methodology around new clients and new support requirements
• Work on and/or lead initiatives (examples of initiatives include:  training, deployment, hardware review, integrations)
• Provide client consulting to assist in making technology decisions and support relating to systems in manufacturing and lab environments.  Recommend current supported software applications and hardware appropriate to best meet client requirements
• Acquire and maintain knowledge on all newly purchased and existing supported manufacturing client software, hardware, systems, and environments.  Has a broad theoretical understanding of current state-of-the-art hardware and software
• Assist with the testing of new or upgraded client software and hardware releases and patching events as requested
• Develop solutions to a variety of complex problems. May refer to established precedents and policies
• Represent the organization as a prime contact on projects and mfg/lab client support environments. Interact with senior internal and external personnel on significant matters often requiring coordination between organizations
• Ensure that Medtronic's systems and the information on them are protected in accordance with Medtronic's Information Protection Policies and Standards, as well as best Information Protection practices
• Knowledge of deploying, updating (patching), and provisioning Windows and Linux workstations
MUST HAVE 
IN ORDER TO BE CONSIDERED FOR THIS POSITION, THE FOLLOWING BASIC QUALIFICATIONS MUST BE EVIDENT ON YOUR RESUME

EDUCATION REQUIRED
• GED/High School Graduate

YEARS OF EXPERIENCE
• 12+ years of IT Experience with Associate Degree
• 8+ years of IT Experience with Associate Degree
• 4+ years of IT experience with a Bachelors Degree
• 2+ years of IT Experience with a Masters Degree

NICE TO HAVE
• Bachelor's Degree
• Work independently as a team member with strong communication and interpersonal skills
• Functional knowledge and experience with MFG/Lab specific Infrastructure support environments, including: Windows OS, Patching, AV, Firewalls, Networking, Active-Directory, Vendor systems, and numerous peripherals (scanner/printers/cameras/etc)
• Innovative problem solving skills with the ability to identify problems, drive to root cause, develop, and implement solutions independently or as part of a team
• Teamwork skills to work

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