Associate Analyst,IT Support at ResMed

| San Diego, CA
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Digital Health Technology team powers digital experiences and engagement to enhance the lives of millions of people every day through connected care. We build, deliver and manage a portfolio of data management platforms and mobile offerings in support of our core businesses. We thrive on simple and elegant architecture and agility. You'll be immersed in a dynamic high-growth environment and empowered to excel, take informed risks, and drive ingenuity across the enterprise.

Location - Moreno Valley, California (on site)

Let's talk about you and the team:

This position will be responsible for bridging communication, activities, and knowledge between end-user support and backend service, along with coordination of Endpoint service alignment and coordination.

This position will be located at the Moreno Valley Distribution Center in California USA providing day to day operational IT support to the Distribution Center and other users as required.

At ResMed, we focus on capability and passion. Reporting into Enterprise Technology Services Manager, the ETS (service desk) associate will deliver an unparalleled customer experience and professional customer service to all of our users.

You will be communicating on a daily basis with our distribution center leaders, end users and management teams; identifying and resolving their support requests. Given our high standards, it is imperative that a motivated person with strong communication and interpersonal skills additionally possessing a strong sense of ownership and accountability.

To ensure success in the role, you will be able to demonstrate that you are a natural problem solver with pride and personal interest in what you do. In addition, you will be able to demonstrate your passion for learning.

Let's talk responsibilities:

Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
  • Adheres to SLAs, logs and tracks calls using Service Now (ticketing software), and maintains history records and related problem documentation.
  • Assist with setup, create, and maintain required network accounts in AD, MFA, Exchange in an ISO compliant environment.
  • Handles problem recognition, research, isolation, resolution, and follow-up for user problems, referring more complex problems to other technical teams or supervisor.
  • Responsible for the imaging of machines for new or current users to company standard build, using related software and images. Review and provide inputs to needed updates to images.
  • Support Audio/Visual and conference rooms, support hardware and network systems, phone, projector and video conference equipment.
  • Ability to and experience in troubleshooting warehouse equipment including but not limited to RF barcode scanners, Zebra label printers, and other peripherals/devices.
  • Ability to learn and understand the functionality and configuration of equipment in the Distribution Center and support the needs of the business
  • Ability to communicate any problems or issues, facilitate and track through an escalation process; work with peers ,Incident Management team, and Distribution team during any issues, outages or major incidents that occur while assisting with resolution.
  • Provides status to management as requested.
  • Build relationships with Warehouse operations teams by spending time on floor to learn workflows to be better able to assist during technical troubles.
  • Responsible for writing and revising user instruction materials relevant to supported user base along with backend process documentation and instructions
  • Handles project-oriented tasks for service related improvements, enhancements and changes.
  • Flexible working hours between 6:00am-6:000PM, Weekend and off hours/holiday work required as needed for extended business hours support. Ability to participate in an on call support rotation.
  • Ability to travel 5-10% of the time
  • Performs other duties and initiatives as assigned.

Let's talk about qualifications and experience:

You will be an enthusiastic self-starter who can think outside the box and possess the mental agility to make an impact within your role quickly. You will be able to demonstrate grit, initiative, have the ability to learn fast and to work effectively within the team environment. You will have solid business acumen and be able to easily manage the detail, as well as drive a "big picture" perspective. You will have the ability to work autonomously, flexibly and focus on delivering results to ensure success in the role.
  • Minimum of 5 years of experience in the support of Client desktop environment, especially Microsoft desktop operating systems and applications suites in a Windows 10/MAC environment
  • Installing and maintaining LAN/Desktop Hardware and Software systems including Windows , Office 2013/2016 and M365 suite and multiple hardware platforms
  • Ability to configure desktop and laptop computers to company standards, and performing minor to medium level repairs to computer hardware and peripherals.
  • Working knowledge of imaging system software fundamentals
  • Certifications in Microsoft training MCSE/ITIL or experience with Cisco VoIP desirable
  • Previous experience in warehouse environment desirable

Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!
More Information on ResMed
ResMed operates in the Healthtech industry. The company is located in San Diego, CA. ResMed was founded in 1989. It has 5300 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 54 open jobs at ResMed, click here.
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