Sr. IT Support Specialist

3 weeks ago

London, Canada Arthrex Full time

Date: Aug 22, 2024

Location: London, ON, CA, N5V 4K7

Company: Arthrex

Requisition ID: 60951

Title: IT Support Specialist Sr

Division: Arthrex Canada (CA02)

Location: London, Ontario, Canada

Arthrex is a global medical device company and a leader in new product development and medical education in orthopedics. Arthrex is actively seeking a Sr. IT Support Specialist who works directly with the IT departments within Arthrex to provide general maintenance of workstation equipment, end user support, and systems maintenance to include various end-user services, computing devices, software, and peripherals. Excellent communications, customer service and analytical skills, strong technical project management skills will be essential for this position. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better.

This individual will need to reside near London, Ontario, Canada.

Essential Duties and Responsibilities:

  • Support for all hardware and software related problems including troubleshooting and resolution.
  • Monitor and process tickets / incidents.
  • Act as central point of contact as part of end user support.
  • Install, configure, administrate, and monitor end user devices, such as workstations, laptops, and other mobile devices with different operating systems.
  • Maintain, configure, install, and monitor printers including centralized management software.
  • Perform equipment install-move-add-change operational processes as needed by the businesses.
  • Analyze and recommend new technology, upgrades, and services for end users.
  • Plan, purchase, inventory, and asset tagging of software, computer equipment, peripherals, including: preparation and implementation of IT relocations.
  • May participate in rotation of on-call schedule for after-hours support.
  • Participate in various IT and business projects.
  • Management and support of mobile computing devices (phones, tablets) and UMTS (contract management), where applicable.
  • IT support for warehouse management (scanner and printers), where applicable.
  • Responsible for telephone and network socket patch management, where applicable.
  • Participation in the continuous improvement of existing and new helpdesk processes.
  • Collection and administration of documentation.

Additional Duties & Responsibilities

  • Responsible for one or more User Support services.
  • Manage projects of larger scale.
  • Collaborate with other departments or IT teams to function as a liaison within (cross functional) projects.
  • Research and evaluate available technology and alternative solutions to make recommendations for modifications or additions for area of responsibility.
  • Provide support for complex technical issues.
  • Act as contact person to Helpdesk Representatives including day-to-day questions.
  • Manage End User Support projects, attend project meetings to communicate status to appropriate parties, develop and disperse all levels of necessary documentation, and stay current with system information, changes, and updates.
  • Manage Outsourced End User Support vendors through regions with other IT team members.
  • Oversight of work conducted in region by End User Support vendors.
  • Provide mentoring on technical matters to other End User Support Specialists including day-to-day questions from End User Support or other departments.

Specialized Skills

  • Professional demeanor with a focus on providing excellent customer service.
  • Experience with end users.
  • Ability to compliantly follow procedures, standards, and learn new tasks.
  • Good time-management and organization skills with ability to meet competing deadlines and demands.
  • Self-starter with a problem-solving mind to identify and solve technical issues.
  • Ability to work independently and within a team environment.
  • Conscientious with strong attention to detail.
  • Broad experience of working within a varied IT support area/function.
  • Proficient in understanding and supporting computer hardware, Microsoft Windows, and Microsoft Office applications.
  • Flexibility and willingness to occasionally work outside regular office hours to support business IT needs.
  • Comfortable dealing with telecommunications technology.
  • Basic knowledge of ADS and Group Policy.
  • Experience with network protocols in LAN and WAN, as well as with anti-virus software.
  • Good knowledge in dealing with software distribution tools (e.g., MECM).
  • ITIL basic knowledge is an advantage.
  • Completion of CompTIA exams and/or Microsoft certifications are preferred.

Discretion/Latitude

  • Work is performed under general direction. Participates in determining success metrics for work performed.

Education/Experience

  • High school diploma or equivalent required.
  • Bachelor’s degree or equivalent preferred.
  • 5 + years of relevant work experience required.

Arthrex, Inc. welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Job Segment: Help Desk, Information Technology, Medical Device, Network, Warehouse, Technology, Healthcare, Manufacturing

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