Service Desk Technician

Rancho Santa Margarita, CA, United States

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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:

Are you a Service Desk Technican with a keen eye for detail and a dedication to providing exceptional technical support? Join Applied Medical and play a vital role in enhancing our Information Technology (IT) support processes to ensure smooth operations. As part of our team, you will be responsible for promptly addressing technical issues and providing solutions to optimize IT performance. This position offers the chance to lead initiatives focused on improving IT support practices, ultimately contributing to our mission of making a meaningful positive difference.

Key Responsibilities:

Working as a team, helping not only end users but also fellow teammates in completing tickets and projects.

Provide computer, mobile device, software, and telecom technical support to team members.

Receive and respond to various types of requests for technical assistance in a call center environment and log the issue in an IT Service Management system such as ServiceNow or equivalent.

Provide first tier support for peripheral equipment, such as printers, scanners, copiers, and audio-visual systems.

Perform user account management, system monitoring, user education, and other administrative tasks.

Performance Objectives:

Within your first 30 days:

Complete all Applied Learning foundational courses and training pertinent to the Service Desk Technician position.

Participate in all mandatory team meetings.

Assist Managers and Technicians as needed.

When available, volunteer for simpler urgent issues like toner changes or printer issues.

Familiarize yourself with all the resources available to the Technician which consists of the ServiceNow KnowledgeBase, file repositories containing how-to documents, OneNote notebooks, and maintaining their own notes that will assist them in their duties as a Service Desk Technician.

Within your first 60 days:

Participate in all mandatory team meetings.

Assist Managers and Technicians when needed.

Time permitting, volunteer for any urgent issues.

Continue to familiarize themselves with all the resources available to the Technician which consists of the ServiceNow KnowledgeBase, file repositories containing howto documents, OneNote notebooks, and maintaining their own notes that will assist them in their duties as a Service Desk Technician.

Depending on the progression and integration with the Service Desk team, begin working on tickets assigned from the ticket rotation.

At the Manager's discretion, begin working phone shifts usually taking one or two shifts a week with each shift lasting four and a half hours.

Ongoing:

Participate in all mandatory team meetings.

Assist Managers and Technicians when needed.

Time permitting, volunteer for any urgent issues.

Continue to familiarize themselves with all the resources available to the Technician which consists of the ServiceNow KnowledgeBase, file repositories containing howto documents, OneNote notebooks, and maintaining their own notes that will assist them in their duties as a Service Desk Technician.

Work on tickets assigned from the ticket rotation.

Work phone shifts usually taking one or two shifts a week with each shift lasting four and a half hours.

At the Manager's discretion, begin working on projects.

Position Requirements: We are actively seeking candidates at both entry-level and experienced levels to join our team.

Hands on experience with Windows 10 and 11, and Microsoft Office365, OneDrive and Microspoft Teams.

Strong computer, application, and network troubleshooting skills.

Strong verbal, written communication skills and attention to detail.

Familiar with the use of remote support tools such as BeyondTrust.

Top tier customer service skills, a commitment to the quality of client experience and a positive attitude is an absolute must.

Demonstrate a willingness to provide support to end users across a multi-building corporate campus, which may occasionally require physical exertion.

Willingness to learn new skills and concepts.

Fluent in English.

Must be able to thrive in a team oriented environment.

Preferred: Bachelors degree in Computer Information Systems, Management Information Systems, or a related field.

Familiarity with SAP, Active Directory, Cisco Secure Endpoint, Mimecast, Office 365, BitLocker, InTune, Azure, ServiceNow, interface devices, patch panels, and network cable termination.

Experience with macOS and Windows 11.

Troubleshoot 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).

Possess a high level of independent judgment within established procedures.

Information Technology (IT) related certifications.

Experience with an IT Service Management system including ServiceNow or equivalent.

Customer service experience in a retail environment.

Benefits: Competitive compensation range: $22.85 - $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.