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2 days old
2018-01-182018-02-17

Senior Technical User Support Analyst

Medtronic
Santa Rosa, CA
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  • Job Code
    37305
Company Medtronic
Job Title Senior Technical User Support Analyst
JobId 37305
Location: Santa Rosa, CA, 95404, USA

Description
Senior Technical User Support Analyst

Location:

Santa Rosa, California, United States

Requisition #:

17000N1W

Post Date:

Dec 01, 2017

CAREERS THAT CHANGE LIVES

This position will provide support for resolving client technical issues to return the client to productivity as quickly as possible, adhere to service level agreements with Business Units, and lead/implement projects and process improvements. Work on related support issues and projects for local site IT and Global IT MFG/Lab support team as required. Provide customer service to diagnose and fix problems related to computing hardware, including both Windows and Linux systems administration and workstation deployment, software, account administration, network, process, and other related equipment used in manufacturing and lab areas. Collaborate with others in local IT group and global IT groups in overlapping technologies and support as needed. Use Medtronic Service-Management tool for all break-fix and service request support. Primary work for this position will be at the Santa Rosa site, with 15 – 30% potential for travel, additional global MFG/Lab projects, and after hour on-call support rotation responsibilities.

A DAY IN THE LIFE

• Resolve complex client technical issues:

o Isolate and determine root cause of complex technical problems based on client and support center input and remote management technology; work on problems of moderate to difficult scope where analysis of situations or data require an in-depth evaluation of various factors

o Resolve technical issues escalated from the Manufacturing or Lab areas, IT Support Center, and other Desktop team members

o Troubleshoot and analyze symptoms related to computer system errors to determine effective resolution of client issue

o Provide hands-on technical support for hardware (printers, barcode readers, cameras, desktop, laptop, drivers, monitors, MHDs, and cabling) and software (internally developed applications, productivity, computer operating systems, internet applications, and various drivers) troubleshooting

o Interact with escalation resources (vendors) to resolve complex technical issues as required

• Provide input for new process and methodology around new clients and new support requirements

• Work on and/or lead initiatives (examples of initiatives include: training, deployment, hardware review, integrations)

• Provide client consulting to assist in making technology decisions and support relating to systems in manufacturing and lab environments. Recommend current supported software applications and hardware appropriate to best meet client requirements

• Acquire and maintain knowledge on all newly purchased and existing supported manufacturing client software, hardware, systems, and environments. Has a broad theoretical understanding of current state-of-the-art hardware and software

• Assist with the testing of new or upgraded client software and hardware releases and patching events as requested

• Develop solutions to a variety of complex problems. May refer to established precedents and policies

• Represent the organization as a prime contact on projects and mfg/lab client support environments. Interact with senior internal and external personnel on significant matters often requiring coordination between organizations

• Ensure that Medtronic's systems and the information on them are protected in accordance with Medtronic's Information Protection Policies and Standards, as well as best Information Protection practices

• Knowledge of deploying, updating (patching), and provisioning Windows and Linux workstations

MUST HAVE

IN ORDER TO BE CONSIDERED FOR THIS POSITION, THE FOLLOWING BASIC QUALIFICATIONS MUST BE EVIDENT ON YOUR RESUME

EDUCATION REQUIRED

• GED/High School Graduate

YEARS OF EXPERIENCE

• 12+ years of IT Experience with Associate Degree

• 8+ years of IT Experience with Associate Degree

• 4+ years of IT experience with a Bachelors Degree

• 2+ years of IT Experience with a Masters Degree

NICE TO HAVE

• Bachelor's Degree

• Work independently as a team member with strong communication and interpersonal skills

• Functional knowledge and experience with MFG/Lab specific Infrastructure support environments, including: Windows OS, Patching, AV, Firewalls, Networking, Active-Directory, Vendor systems, and numerous peripherals (scanner/printers/cameras/etc)

• Innovative problem solving skills with the ability to identify problems, drive to root cause, develop, and implement solutions independently or as part of a team

• Teamwork skills to work collaboratively and partner with employees, business leaders, clients, and vendors

• Ability to handle multiple projects and activities and deal with change

• Project management skills

• Excellent listening skills

• Excellent organization skills

• Excellent communication skills – across the organization, client groups, and leadership levels

• Strong initiative and work ethic

• Able to work effectively across organizational levels, integrating needs from different constituent and client groups.

• Certifications preferred in A+ Certification and/or any Microsoft Certified Professional from the MCSE track.

• Experienced with continuous improvement programs

• Advanced degree in Computer Science or business related discipline

• ITIL Foundation or higher Certification preferred

• Experience working in an FDA regulated environment

• Manufacturing plant or RD lab support experience

• Knowledge of administering other Linux distributions such as FreeBSD, CentOS, Ubuntu, Solaris, and/or others

• Experience with Linux desktop documentation of configurations and lifecycle management

• Working knowledge of workstation virtualization (Linux and Windows)

ABOUT MEDTRONIC

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life.

We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.

Founded in 1949 as a medical repair company, we're now among the world's largest medical technology, services and solutions companies, employing more than 89,000 people worldwide, serving physicians, hospitals and patients in over 155 countries.

Whatever your specialty or ambitions, you can make a difference at Medtronic - both in the lives of others and your career. Join us in our commitment to take healthcare Further, Together.

PHYSICAL JOB REQUIREMENTS

The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.

Categories

  • Customer Service
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Senior Technical User Support Analyst

Medtronic
Santa Rosa, CA

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Medtronic
Santa Rosa, CA

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