IT Service Desk Specialist

Joining Intuitive means joining a team dedicated to using technology to benefit patients by improving surgical efficacy and decreasing surgical invasiveness with patient safety as our highest priority. Human Resources is the people business of Intuitive. We attract manage and engage our talent through advanced programs and global processes to support every employee in understanding how they contribute to our business how they can develop professionally and how they can maximize their personal potential.

Opportunity:

The IT Service Desk Specialist (SDS) is responsible for first line user support for all IT related issues problems and training.  The SDS is also responsible for creating and dispatching tickets to Desktop Support Specialists and other IT groups as necessary using the Service Management System. Successful candidates will be able to cross train with our Service Desk and Desktop Support Specialists to learn additional skills and applications.

Roles and Responsibilities:

• Handle first level IT incident calls chats emails and service requests from corporate office field based and remote office employees contractors and consultants
• Create and dispatch work orders within the Service Management System
• Communicate with customers via phone email chat and in person to troubleshoot discuss service expectations relay relevant company policy gather information etc.
• Resolve customer issues in a timely fashion and escalate issues to other IT employees or groups as necessary
• Use various software tools to remotely troubleshoot customer issues
• Properly document steps taken leading to resolution or escalation of work orders
• Setup manage configure and disable network accounts in the Account Management System
• Learn implement and follow procedures as prescribed by department operating documentation and standards
• Learn update and revise knowledge of company department and team procedures and policies
• Verify knowledge base articles and update as needed for incorrect or missing information
• Properly track IT equipment as assigned to customers in the Service Management System

Qualifications :

• Bachelors degree or equivalent education and experience desired
• Proficiency in both oral and written English is a requirement
• At least two years of experience supporting a Windows domain environment desired
• Relevant certifications such as various MCITP Security A and ITIL preferred
• Strong customer service skills and experience required
• Previous experience in a service desk environment desired
• Experience supporting Active Directory services and various business applications
• Must be able to work independently and selfdirected as well as within a team
• Must have excellent organizational verbal and written communication skills
• Successful candidates will be comfortable operating in a fast paced and changing environment
• Regular weekend and evening hours assigned shifts or periodic on call coverage may be required
• Successful candidate should be flexible and able to complete projects outside their normal daily duties as needed
• This is a contract position with primary work responsibilities taking place during normal business hours

Additional Information :

Intuitive es un empleador que brinda igualdad de oportunidades de empleo. Proporcionamos igualdad de oportunidades de empleo a todos los solicitantes y empleados cualificados y prohibimos cualquier tipo de discriminacin y acoso independientemente de su raza sexo condicin de embarazo orientacin sexual identidad de gnero origen nacional color edad religin condicin de veterano protegido o de discapacidad informacin gentica o cualquier otra condicin protegida por las leyes federales estatales o locales aplicables.

Remote Work :

No

Employment Type :

Fulltime