IT Specialist

The IT Specialist acts as the central point of contact for handling business partners' technical support issues, responding by gathering the information needed to resolve issues during the initial contact or routing them to the correct support team. The primary focus is phone support and resolution of incidents and service requests submitted via Self Service and walkups, with occasional deskside support. The IT Specialist also assists in solution documentation for internal and external knowledge. This role is based in our Auburn, MA office, with five days onsite required initially. What You'll Do

• Provide excellent customer service by ensuring support services meet business partners' needs and expectations.
• Answer phone calls to the call center and resolve incident and service request tickets submitted via self-service.
• Perform occasional deskside support.
• Work with users to collect information pertaining to requests and incidents; log call tickets accurately and completely using the ticketing system.
• Resolve tickets where possible, and assign to the appropriate team when resolution isn't possible.
• Perform desktop and laptop system setup for onboards and refreshes.
• Perform data transfer and inventory management tasks for offboards.
• Maintain accurate asset records and perform moves, adds, and changes.
• Notify users as requested by the resolving area and close call tickets once resolution is confirmed with the IT support team.
• Provide support for meetings (audio/video).
• Participate in project and change work under the guidance of the Project Manager/Team, IT Management, and/or a Senior Support Specialist.
• Perform asset management tasks to ensure accurate inventory.
• Mentor new Service Desk employees., * Identifies process improvement opportunities within Service Desk support.
• Builds strong working relationships between the Service Desk and other IT support teams.
• Uses own initiative to improve service quality and the team's working environment.
• Receptive to developmental feedback, with an ongoing interest in improving knowledge, skills, and performance., KARL STORZ is committed to maintaining a safe work environment for our employees and customers. Most field-based roles at KARL STORZ require hospital credentialing/health screens as a condition of employment. Credentialing can include required vaccinations, health screens & other requirements as outlined by our customers. During the interview process, we encourage you to ask how credentialing/health screens may impact the role you are seeking and if you require any reasonable accommodations regarding these requirements.

• Demonstrated ability to assess and document information accurately and completely, interpreting user and IT terminology as required.
• Ability to develop and maintain knowledge of support procedures, business area processes, desktop applications, and tools through established knowledge management resources.
• Understanding of Service Level Agreements (SLAs).
• Strong, clear communication skills for structured updates to business partners, management, and other IT team members on incident management., The pay range and/or hourly pay rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job posting and may be modified in the future. When determining a specific team member's base salary and/or hourly pay rate, several factors will be considered including such things as location, specialty, service line, years of relevant experience, education, professional credentials, internal equity, and the amount budgeted for the role.

Ready to make an impact? Apply to be our next IT Specialist and help us build the future of MedTech together. #LI-KP1 MA Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Eligible Employee Benefits

• Medical / Dental / Vision including a state-of-the-art wellness program and pet insurance, too!
• 3 weeks vacation, 11 holidays plus paid sick time
• Up to 8 weeks of 100% paid company parental leave; includes maternal/ paternal leave, adoption, and fostering of a child.
• 401(k) retirement savings plan providing a match of 60% of the employee's first 6% contribution (up to IRS limits)
• Section 125 Flexible Spending Accounts
• Life, STD, LTD & LTC Insurance
• We prepay your tuition up to $5,250 per year! - Tuition pre-imbursement
• Fitness reimbursement of up to $200 annually
• And much more!, + $50,000-57,000 per year For over 35 years, Youth Villages has transformed the lives of children and families nationwide through innovative, research-based programs focused on preserving and restoring fami…

• Just now

From the operating room to surgery centers-and everywhere in between-KARL STORZ North America is a global leader in medical technology and advanced visualization solutions. We design specialty innovations, smart instruments and devices, integrated ecosystems, and intelligent imaging-to build a more connected, software-enabled operating room. As an independent, family-owned MedTech company, we ambitiously think in generations instead of quarters to improve patients' lives around the world., Join KARL STORZ and be part of a team creating medical innovations that truly make a difference. Beyond technology, you'll be part of a culture that values talent as its greatest asset, empowering you to contribute to a mission that improves patient care worldwide., KARL STORZ reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. Additionally, KARL STORZ, through its supervisors, may require an employee to perform duties outside their normal description within the sole discretion of the supervisor. Employees must comply will all applicable KARL STORZ policies and procedures.