IT Technical Support - # 26-17535

• As a member of the Service Operations Excellence squad U.S. Service Technical Assistant will act as a catalyst for multiple functions including technical device setup and troubleshooting as well as numerous activities to support and maintain a steady networked infrastructure.
• This role leverages networking and IT troubleshooting expertise for training activities and multiple activities to support our remote and field technical resources.

Responsibilities:

• Fixing hardware/software issues with client devices for our Field Service Engineers, sometimes requiring shipping replacements.
• Key participant with IT and technical projects affecting clients Technical Assistance Center and Field Service teams; responsibilities include attending meetings, providing requested information to IT, supporting software pushes for calibration, testing, troubleshooting/researching issues and applying solutions to fix issues that surface post implementation.
• Acts as HASP key/Licensing SME. Manages the server & database associated with creating/maintaining the Sentinel HASP service keys. This would include programming new user keys, replacing lost, stolen, or broken keys and mailing them out. Programming of all EU TACs service keys when requested. Yearly reprogramming for all US/CAD/SA FSEs service keys. This Also includes all in-house & V&V engineering keys for office personnel.
• Works with Software Engineering to keep swift key replacements in stock and sent out when required to US/CAD/ANZ reps.
• Develops and maintains new processes to support security needs of new products and systems; specifically, around methods of updating the users on these devices remotely.
• Creates, tests, and labels USB keys every time a new software version is released for a workstation-based Injector.
• Works with Service Support / Training / Knowledge Management to support PCU Biomed depot box setup whenever new biomed classes are scheduled. Receives virtual care boxes directly from supplier to re-images & configures as depot boxes along with programming the biomed’s HASP keys, PassLink license, and PassKeys (when required).
• Assists with Adhoc biomed license requests via TAC mailbox and/or via phone calls for PassLink & biomed HASP keys.

Experience:

• Work with Radiology users on getting the proper LMS ThingWorx Account Management training documentation assigned and proof of completion.
• Completing new ThingWorx User Request forms filled out properly/signed-off on by management.
• Verifying that Installation, Replacement, and Removal VC changed have the proper Account / IP information within ThingWorx. Ensuring for Work Order data entered by FSE’s has properly updated IP hierarchies and examining system generated SSM’s for Duplicate and Failed Asset Registrations.
• Supports on-boarding of new hires including setting them up with client devices, HASP keys, Swift keys, USB Exceptions, and TWX accounts whenever they come in for training, so they are equipped to begin servicing customer equipment.
• Supports other ad hoc IT related needs for Solution Delivery Squads as well as other areas of Commercial organization including networking and/or IT related tasks to fix systems and printers, supports IT needs for meetings setup, supports contractor resources on and off boarding activities and other IT related troubleshooting tasks.
• Support for our new PassLink Mobile application, our in-house-developed mobile application (iOS & Android) for field service engineers and customer-trained biomedical engineers. Including, but not limited to, setting up new users and assigning roles within, actively troubleshooting issues, and working with the internal development team on new-release features and bug fixes.

• Technical acumen to support IT networking and system setup needs to support technical support teams
• Strong knowledge and ability to work with systems and data
• Strong communication and presentation skills, as well as strong customer relationship focus and skillset, with confidence to de-escalate customer concerns
• Excellent interpersonal and communication skills
• Hands-on mentality, self-motivation, team-player attitude, detail-orientation, and results-driven mindset
• Proficient in Microsoft Office product suite.
• Confidence to provide direction and communicate without direct authority.
• Preferred: Proficiency with departmental tools like ServiceMax, Salesforce, remote support systems, including PTC ThingWorx, * High School Diploma/GED with 3+ years of applicable experience or Associate’s degree in business and/or technical competency, with 1+ years of applicable experience or Bachelor’s degree in business and/or technical competency

$28 - $32 an hour - Contract