Technical Support Specialist
hace 1 día
Company Overview
Outset Medical is a pioneering medical technology company that has revolutionized the dialysis experience for patients and simplified it for providers. Our innovative Tablo Hemodialysis System has been cleared by the FDA for use from the hospital to the home, transforming the dialysis experience with its single enterprise solution that can be utilized across the continuum of care. This allows dialysis to be delivered anytime, anywhere, and by anyone, with the integration of water purification and on-demand dialysate production enabling Tablo to serve as a dialysis clinic on wheels. Additionally, our proprietary data analytics platform powers a new holistic approach to dialysis care, with 2-way wireless data transmission and a robust data analytics platform.
Position Overview
We are seeking a skilled Helpdesk Support Specialist to join our team. As a Helpdesk Support Specialist, you will be responsible for providing Tier I-II support for all Windows, Mac, and mobile platforms, troubleshooting PC hardware and software problems, and identifying root cause and recommending appropriate solutions. You will also diagnose and resolve issues related to network systems such as LAN, Wi-Fi, and VPN, manage incidents and fulfill requests within agreed-upon service level agreements (SLAs), and establish productive working relationships and maintain effective communication with the user community. You will exercise good judgment in determining appropriate escalations for broad technology issues, configure and deploy end-user hardware per organizational standards, support Active Directory administration, support and maintain telephony systems, conference rooms, and audio-visual equipment, and collaborate with IT Leadership, System Analysts, System Administrators, vendors, and business teams to assess needs and recommend technology solutions. You will also assist with planning, coordination, and execution of information technology projects.
Required Qualifications
To be successful in this role, you will need a minimum of 4 years' experience in a technical support role, preferably in a manufacturing environment. You will have outstanding knowledge of computer software, hardware, networking (Juniper, MIST, and Palo Alto Networks), computer security, and technology risk, with experience supporting both Windows and Mac OS. You will also have experience with enterprise-level ticketing systems (e.g., Fresh Service, ServiceNow, Remedy, etc.) and excellent verbal and written communication skills (English & Spanish).
Desired Qualifications
While not required, technical knowledge and experience with Azure AD, Microsoft 365, Microsoft Intune, and Auto Pilot would be beneficial. Experience in ITIL-based service delivery is also a plus. You will have an understanding of enterprise communication solutions such as Zoom and Polycom, experience in troubleshooting Zebra printers, technology certifications, a collaborative and service-oriented mindset, strong analytical and problem-solving skills with good judgment, and mobility to access, install, and service computer systems and other technology-related equipment throughout company work sites. You will also be able to lift 25 pounds on a regular basis.
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