Job Function: IT
Location:
Auburn, MA, US, 01501
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Work Location (for field-based positions):
Work Flexibility: Onsite (Office/ Production)
Pay Range: $23.70 - $30.19/PER HOUR
Job ID: 5665
About KARL STORZ
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.
About the Role
The IT Specialist acts as the central point of contact for handling business partners' technical support issues, gathering the information needed to resolve issues during initial contact or routing them to the correct support team. This role's 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 contributes to solution documentation for internal and external knowledge bases.
This role is based in our Auburn, MA office.
What You'll Do
Deliver excellent customer service, ensuring support meets business partners' needs and expectations
Answer call center calls and resolve incident and service request tickets submitted via self-service
Collect information from users pertaining to requests and incidents, logging tickets accurately and completely in the ticketing system
Resolve tickets where possible, assigning to the appropriate team when resolution isn't achievable
Perform desktop and laptop system setup for onboarding and refresh cycles, and manage data transfer and inventory for offboarding
Maintain accurate asset records and perform moves, adds, and changes
Provide occasional deskside support and meeting support (audio/video)
Identify process improvement opportunities across the Service Desk
Build strong working relationships between the Service Desk and other IT support teams
Notify users and close tickets once resolution is confirmed with the IT support team
Develop and maintain knowledge of support procedures, business processes, desktop applications, and Service Level Agreements
Mentor new Service Desk employees
Support 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
What You Bring
Three years of relevant IT and/or Service Desk experience
Associate's degree, or equivalent experience
Demonstrated ability to use troubleshooting skills to resolve inquiries professionally and accurately
Solid knowledge of Windows OS, Apple OS, Azure, Active Directory, MS Office Suite, ticketing systems, call center tools, mobile devices, and anti-virus/spyware software
Solid knowledge of desktop, laptop, and thin client hardware, along with working experience with peripherals such as printers and desk phones
What Will Make You Successful
Strong verbal, written, organizational, and interpersonal skills, with a professional and courteous approach
A flexible approach to an ever-changing environment
Excellent communication skills, including a good telephone manner
Demonstrated ability to use own initiative to improve the quality of service and the working environment for the team
Demonstrated ability to accurately assess and document information, interpreting user/IT terminology as needed
Five years of relevant IT and/or Service Desk experience is a plus
Bachelor's degree is a plus
Familiarity with ITIL processes and framework is a plus; ITIL v3 or 2011 certification is a plus
Experience with Azure and Active Directory troubleshooting, MFA client setup, Mobile Device Management, SCCM imaging, Intune client deployment, and Citrix support is a plus
Conferencing room support experience is a plus
Self-motivated team player is a plus
Why KARL STORZ?
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.
Ready to make an impact? Apply to be our next IT Specialist and help us build the future of MedTech together.
#LI-KP1
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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.
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Eligible Employee Benefits
Medical / Dental / Vision including a state-of-the-art wellness program and access to pet insurance, too!
3 weeks vacation accrual for full time roles,* paid holidays plus paid sick time too
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 66.67% (4%) of the employee’s first 6% contribution (up to IRS limits)
Section 125 Flexible Spending Accounts
HSA Savings Accounts with company contribution
Life, STD & LTD Insurance
We prepay your tuition up to $5,250 per year! - Tuition pre-imbursement
Fitness reimbursement of up to $200 annually
And much more!
- Field sales, internships, and roles that are regularly scheduled to work less than 30 hours per week are not eligible for vacation, except where required by law.
Non-employees, including temporary workers and consultants, are not eligible to participate in the KARL STORZ benefits program.
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.
KARL STORZ is committed to creating an inclusive space where employees are valued for their skills and unique experiences. To achieve this goal, we are committed to diverse voices, and all applicants will receive consideration without regard to race, color, sex, national origin, disability, veteran status, or any other protected characteristic. KARL STORZ is also committed to providing reasonable accommodations during our recruitment process. Should you need assistance or accommodation please email us at
[email protected].
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Get in Contact
5665
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