Role Overview: This role provides day-to-day technical incident, problem and configuration support for internal desktop systems software, hardware, and IT infrastructure, as well as basic support for local network, servers and business applications. Installs, configures and troubleshoots desktop systems and workstations and may assist with other issues in a cooperative environment. Communicates technical information to both technical and non-technical personnel. May suggest hardware and software solutions or alternatives while adhering to the department standards, policies and procedures. May participate in the development of information technology and other related processes and projects. Configuration, imaging, testing, diagnosis and troubleshooting of hardware and software equipment for client. Follow specific configuration checklists and process for the configuration of assets for client. Ensure assets are tested, the image is applied properly and any special configuration needs are addressed. This may include but is not limited to the operating system, hardware specifications or any software applications. Hardware may include laptops, desktops, PDA's, mobile phones and external hard drives.
Responsibilities: (Please specify % amount against each responsibility)
- Answer, evaluate and prioritize requests for assistance from users experiencing problems with hardware, software, client networking, telecommunications and audio-visual and other IT related technologies.
- Provide support for S&N mobile devices (iPhones, iPads, etc.)
- Document and track work in ServiceNow (Incident Management Ticket recording system) as appropriate, assign tickets to other support or resolver teams and assist with the warranty repair process.
- Lead on-site IT hardware logistics and depot operations, coordinating intake, storage, redeployment, and returns in alignment with company standards and established processes.
- Maintain IT asset inventory accuracy, ensuring all devices are properly reflected in ServiceNow hardware asset management system.
- Responsible for IT inventory depot management and hardware logistics support for Fort Worth sites.
- Manage maintenance of IT asset inventory tracking.
- Responsible for communicating site requirements to management.
- Provide user support on remote connectivity issues using various technologies.
- Basic printer & copier maintenance.
- Handles technical support or warranty claims with IT Equipment vendors.
- Supports audio visual and video conferencing equipment.
- On occasion act as site "hand's & eye's" as required by IT and vendor network, server, environmental teams, including the Administration of backup of network servers.
Location: Fort Worth, Texas
Education: Bachelor's degree in Computer Science or Business discipline or equivalent work experience in a relevant technical area
Experience:
- 1-3 years experience in successful delivery of desktop support services
- User administration in Active Directory environment
- Experience of root cause analysis and problem solving methodologies
- Knowledge and understanding of the need to meet customer expectations and that all jobs must be completed to the satisfaction of the client/customer.
- Highly competent with desktop support for Microsoft Office and Windows, experience in problem solving and troubleshooting issues.
Competencies:
- Strong customer services skills including the ability to work continuously with operational departments to understand unstated business requirements.
- Ability to work as both a team member and as an individual with minimal supervision.
- Ability to identify opportunities to improve operational and technical processes.
- Excellent time management and planning skills.
Smith+Nephew provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.
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What We Do
Smith+Nephew is a global medical technology company. We design and manufacture technology that takes the limits off living. We support healthcare professionals to return their patients to health and mobility, helping them to perform at their fullest potential. From our first employee and founder, T.J. Smith, to our team today, it’s our people who make Smith+Nephew a unique place. Yes, we love to innovate and develop exciting technologies, and we offer competitive salaries and progressive benefits. But it’s our culture - of Care, Collaboration and Courage - that really sets us apart. Through a spirit of ownership and can-do attitude, we work together to win.. We’re a company of people who care about each other, about our customers and their patients, and about our communities. Together, we fulfill our shared purpose of Life Unlimited. Please note: not all products referred to may be approved for use or available in all markets.
