Service Desk Technician

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Applied Medical is a new generation medical device company with a proven business model and commitment to innovation fueled by rapid business growth and expansion. Our company has been developing and manufacturing advanced surgical technologies for over 35 years and has earned a strong reputation for excellence in the healthcare field. Our unique business model, combined with our dedication to delivering the highest quality products, enables team members to contribute in a larger capacity than is possible in typical positions.

Position Description

The Service Desk Technician at Applied Medical provides essential technical support to team members across the organization. This role ensures smooth operation of computer systems, software applications, and telecom services, contributing to the efficiency and reliability of Applied Medical’s IT infrastructure. The Service Desk Technician plays a key role in troubleshooting issues, managing user accounts, and delivering exceptional customer service in a fast-paced environment.

Key Responsibilities

• Provide technical support for computers, software, and telecom systems as part of Applied Medical’s IT Service Desk.
• Respond to requests for assistance via phone and email in a call center environment, logging issues in the IT Service Management system.
• Troubleshoot and resolve problems with peripheral equipment, including printers, scanners, copiers, and audio-visual systems.
• Perform user account management tasks, including system monitoring and administrative updates.
• Educate users on system functionality and best practices to enhance productivity and minimize downtime.
• Collaborate with IT team members to escalate complex issues and ensure timely resolution.
• Maintain accurate documentation of support activities and follow established procedures for compliance and quality assurance.

Success in This Role Looks Like

• Resolve technical issues promptly to minimize disruption and maintain operational efficiency.
• Deliver exceptional customer service by communicating clearly and professionally with end users.
• Maintain high accuracy in logging and tracking support requests within the IT Service Management system.
• Demonstrate strong troubleshooting skills across hardware, software, and network environments.
• Contribute to team goals by collaborating effectively and sharing knowledge to improve processes.
• Ensure compliance with IT security protocols and company standards in all support activities.

Position Requirements

This position requires the following skills and attributes

• Minimum of two years of experience in desktop support or help desk roles.
• Hands-on experience with Windows 10 and Windows 11, Active Directory, System Center Configuration Manager (SCCM), and Microsoft Office.
• Strong computer, application, and network troubleshooting skills.
• Proven verbal and written communication skills for supporting end users in a call center environment using remote support tools.
• Top-tier customer service skills and commitment to delivering a quality client experience.
• Experience providing desktop support in a multi-building corporate campus environment.

Preferred

The following skills and attributes are preferred

• Bachelor’s degree in Computer Information Systems, Management Information Systems, or a related field.
• Familiarity with enterprise tools such as SAP, Digital Guardian, Cisco AMP, Mimecast, Office 365, BitLocker, InTune, Azure, and ServiceNow.
• Experience with macOS and troubleshooting issues on iOS and Android platforms.
• Advanced knowledge of Transmission Control Protocol (TCP/IP), Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), and virtual local area networks (VLANs).
• Ability to exercise independent judgment within established procedures.

Benefits

• Competitive compensation range: $22 - $36 / hour (California).
• Comprehensive benefits package.
• Training and mentorship opportunities.
• On-campus wellness activities.
• Education reimbursement program.
• 401(k) program with discretionary employer match.
• Generous vacation accrual and paid holiday schedule.

Please note that the compensation range may be adjusted in the future, and bonus and incentive compensation plans may apply.

Our total reward package reflects our commitment to employee growth and well-being, as we invest in your development and offer a range of benefits designed to enhance your career and life.

All compensation and benefits are subject to plan documents and written agreements.

Equal Opportunity Employer

Applied Medical is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (including pregnancy, childbirth, breastfeeding and related medical conditions), or sexual orientation, or any other status protected by federal, state or local laws in the locations where Applied Medical operates.