Senior Technical User Support Analyst (KY)

The Senior Technical User Support Analyst delivers advanced technical support to Medtronic's executive employees, resolving complex IT issues through in-depth troubleshooting and root cause analysis. This role prioritizes incidents based on business impact, acts with urgency to restore services, and collaborates with internal and external technical teams when specialized support is required.

The position monitors helpdesk trends to proactively identify and address recurring issues, manages daily priorities independently, and leads or contributes to technical projects that support organizational needs. The analyst also serves as a subject matter expert for IT and audio-visual support for executive and offsite meetings, coordinating with vendors and internal teams to ensure seamless technology experiences.

We believe that when people from different cultures, genders, and points of view come together, innovation is the result -and everyone wins. Medtronic walks the walk, creating an inclusive culture where you can thrive. Our unwavering commitment to inclusion, diversity, and equity (ID&E) means zero barriers to opportunity within Medtronic and a culture where all employees belong, are respected, and feel valued for who they are and the life experiences they contribute. We know equity starts beyond our workplace, and we must play a role in addressing systemic inequities in our communications if we hope to have long-term sustainable impact.

CAREERS THAT CHANGE LIVES

• Resolve complex technical issues without using prescribed guidelines:
• Isolate and determine root cause of complex technical problems through any necessary means; work on problems of moderate to difficult scope, routinely requiring ingenuity and innovation, and where analysis of situations or data requires a rapid and in-depth evaluation of various factors.
• Resolve issues with the utmost urgency, leveraging quick and accurate decision-making to determine if they can be resolved independently or if specialized assistance must be engaged; partner with internal and/or external support resources as required.
• Prioritize workload by assessing the individual and business impact of problems.
• Monitor helpdesk activities and trends in an effort to proactively address issues that may impact client base.
• Independently set daily objectives, priorities, and work direction.
• Lead projects and/or project teams to serve business needs for the organization and this executive client base.
• Serve as the IT/AV SME for offsite meetings coordinating all related needs with external vendors and advising meeting organizers on their needs as appropriate.
• Partner with internal and external AV resources to coordinate any needed support for executive participation in meetings.
• Communicate relevant technical issues, upcoming executive events of note, and projects impacting executives to IT leadership, to ensure transparency and visibility.
• Other responsibilities and tasks as requested by the executive client base and/or as assigned by Management.

CRITICAL EXECUTIVE SUPPORT RESPONSIBILITIES

• Act as the single point of contact for all hardware, software, and other technology issues for VPs and EAs regardless of location.
• Must be available on-site Monday-Friday as needed for scheduled meetings and support needs, as well as after hours and on call as appropriate.
• Active participation in the needs of the Executives and their staff, responsibility for completion of assignments received from clients and management, and responsibility for decisions which regularly relate to highly sensitive matters.
• Provide Executives and Assistants with Apple support including Genius Bar appointments.
• Identify and determine best courses of action when no policy or procedure is in place to govern the situation, or when the circumstances require special handling.
• Often deal with sensitive issues which require confidentiality and handle them with tact and diplomacy.
• Set up computers, peripherals, audio/visual equipment, collaboration tools and presentation materials for executive meetings, including voice and video conference calls, townhall meetings, and other on-site and offsite events.
• Recommend, obtain, and deliver solutions to best meet client requirements; educate and inform executive audiences on IT solutions that will meet their needs.
• Develop and deliver new processes, products, services or solutions to address evolving support requirements, in conjunction with existing IT policies and support organizational objectives where no policy applies.
• Develop and maintain expertise on current and new technologies to ensure proper technical proficiency. The Executive Support Analyst should be considered a technical expert and may act as a resource to other staff members.
• Monitor patch levels and vulnerabilities on all Executive devices regularly and remediate as needed.

• High school diploma (or equivalent) and 4+ years of experience

NICE TO HAVE (Preferred Qualifications)

• Previous Medtronic Experience
• Experience supporting:
• Microsoft Windows
• MacOS
• iOS
• Microsoft Office & Outlook
• Web-based applications
• Wireless networking
• Hardware components of a PC
• IP Printing
• A/V and Video Conferencing Technologies
• Teams/Zoom/WebEx and Similar Technologies
• Virus Protection
• Data encryption
• Remote management tools
• Android
• Familiarity with Microsoft Exchange
• Virtual private network
• Dell hardware certifications
• A+ Certification and/or any Microsoft Certified Professional from the MCSE track
• ITIL Foundation or Masters Certification
• Customer service: Service mindset, dedication to meeting customer needs, supporting the ability to respond quickly, competently and patiently to client requests.
• Communication: Excellent oral and written communication, ability to communicate complex technical information to non-technical audiences
• Knowledge: Applies advanced in-depth knowledge of Desktop Support and broad knowledge across IT.
• Problem-solving: Provides solutions to a wide range of difficult problems. Solutions are imaginative, thorough, practical, and consistent with organization objectives.
• Interpersonal: Conflict resolution, teamwork, maintains a positive attitude towards customers, co-workers and the company
• Adaptability: Works logically under pressure, shows leadership in times of change and stress

For Baccalaureate degrees earned outside of the United States, a degree that satisfies the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A) is required.

At Medtronic, we are committed to fostering an environment where employees can thrive and make a meaningful impact. In alignment with our enterprise-wide workforce planning approach, U.S. work authorization sponsorship (H-1B, TN, J, etc.) is offered exclusively for Principal-level roles and above, where specialized expertise aligns with long-term business needs. Roles below the Principal level require candidates to possess unrestricted U.S. work authorization at the time of hire and for the duration of employment.

Join us in our mission to alleviate pain, restore health, and extend life-where your unique background and perspective are valued.

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package

A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

Salary ranges for U.S (excl. PR) locations (USD):$84,800.00 - $127,200.00

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

The base salary range is applicable across the United States, excluding Puerto Rico and specific locations in California. The offered rate complies with federal and local regulations and may vary based on factors such as experience, certification/education, market conditions, and location. Compensation and benefits information pertains solely to candidates hired within the United States (local market compensation and benefits will apply for others).

The following benefits and additional compensation are available to those regular employees who work 20+ hours per week: Health, Dental and vision insurance, Health Savings Account, Healthcare Flexible Spending Account, Life insurance, Long-term disability leave, Dependent daycare spending account, Tuition assistance/reimbursement, and Simple Steps (global well-being program).

The following benefits and additional compensation are available to all regular employees: Incentive plans, 401(k) plan plus employer contribution and match, Short-term disability, Paid time off, Paid holidays, Employee Stock Purchase Plan, Employee Assistance Program, Non-qualified Retirement Plan Supplement (subject to IRS earning minimums), and Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums).

Regular employees are those who are not temporary, such as interns. Temporary employees are eligible for paid sick time, as required under applicable state law, and the Employee Stock Purchase Plan. Please note some of the above benefits may not apply to workers in Puerto Rico.

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You'll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world. A Day in the Life At Medtronic, we bring bold ideas forward with speed and decisiveness to put patients first in everything we do. In-person exchanges are invaluable to our work. We're working onsite 4 days a week as part of our commitment to fostering a culture of professional growth and cross-functional collaboration as we work together to engineer the extraordinary. The person in this role will work from the Medtronic facility located in Mounds View, Minnesota., Medtronic benefits and compensation plans (https://www3.benefitsolver.com/benefits/BenefitSolverView?page_name=signon&co_num=30601&co_affid=medtronic) About Medtronic We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission - to alleviate pain, restore health, and extend life - unites a global team of 95,000+ passionate people. We are engineers at heart- putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary. Learn more about our business, mission, and our commitment to diversity here (http://www.medtronic.com) . It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities. If you are applying to perform work for Medtronic, Inc. ("Medtronic") in any position which will involve performing at least two (2) hours of work on average each week within the unincorporated areas of Los Angeles County, you can find here (https://www.medtronic.com/content/dam/medtronic-wide/public/united-states/employee-support-services/careers/la-county-legal-notice.pdf) a list of all material job duties of the specific job position which Medtronic reasonably believes that criminal history may have a direct, adverse and negative relationship potentially resulting in the withdrawal of a conditional offer of employment. Medtronic will consider for employment qualified job applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission - to alleviate pain, restore health, and extend life - unites a global team of 95,000+ passionate people. We are engineers at heart- putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary. We change lives . Each team member, each day, helps to improve and redefine how the world treats the most pressing health conditions, from heart disease to diabetes. Our industry leadership comes from the passion and ingenuity of our people. That's who we are. Working alongside one another, we use science, medicine, and a profound understanding of the human body to build extraordinary technologies that can transform lives. We build extraordinary solutions as one team . With one Medtronic Mindset defining how we work. Speed and decisiveness run through our DNA. Diverse perspectives inspire our bold answers to any challenge that comes our way. And we deliver results the right way, breakthrough after patient breakthrough. This life-changing career is yours to engineer . By bringing your ambitious ideas, unique perspective and contributions, you will... * Build a better future, amplifying your impact on the causes that matter to you and the world * Grow a career reflective of your passion and abilities * Connect to a dynamic and inclusive culture that welcomes the challenge of life-long learning, Experiences that put people first . Respect for people is the hallmark of our humanity. It fuels our team to positively impact even a single life. And it means we put our people first at Medtronic as well, creating a culture of belonging and always pushing to get you the career-building resources you need. Life-transforming technologies . No matter your role, you contribute to technologies that transform lives. What we build empowers patients to live life on their terms. Better outcomes for our world . Here, it's about more than the bottom line. Our Mission to improve human welfare drives us. We advance healthcare, society, and equity with every design, inside and outside our walls. Insight-driven care . Fresh viewpoints. Cutting-edge AI, data, and automation. You're shaping the future of healthcare technology and defining the next generation of breakthroughs in care It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities. For sales reps and other patient facing field employees, going into a healthcare setting is considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support.