IT Service Desk Technician

As one of the world´s leading manufacturers of cardio- and endovascular medical devices, BIOTRONIK is headquartered in Berlin, Germany, and represented in over 100 countries by its global workforce. The work of our committed, highly specialized, exceptionally skilled employees results in crucial advancements in the world of cardiology and changes the lives of patients every day.

BIOTRONIK Corporate Services, US is looking for an IT Service Desk Technician to join us on a full time, permanent basis. The main purpose of the role is to provide support for endpoint devices, central IT components, back office- and enterprise applications for end users of all business units (Sales/-support and Marketing, Finance, Manufacturing, R&D and others) and support tasks which require an onsite presence. Our Service Desk support team members work within multi-channel, multi-tiered service desks and provide Tier 1 (Applications) and Tier 1 (Endpoint Device) support for incoming inquiries, incidents and service requests. This role will be responsible for triaging incoming requests, ticket creation, providing competent and customer-oriented resolutions or escalation to higher tiers as needed. This person will also be responsible for other IT related activities such as project work stream tasks, deployments, software installation, desk side support, phone support, and other common service desk and endpoint infrastructure activities.

Your Responsibilities:

• Provide endpoint support for Windows and iOS based endpoint devices
• Endpoint device troubleshooting often in non-standard and highly complex development environments
• Image and deploy endpoint systems for new hires and existing users
• Active Directory user and computer management
• Conference room maintenance and support
• Provide end user phone support for user issues and applications
• Manage work load in IT Incident and Service Request queues and adhere to service levels
• Provide IT-internal, end-user documentation, and training (knowledge management)
• Assist in production operations tasks, incidents, and service requests as needed
• Coordinate with IT Supervisor and IT Operations personnel regarding escalations
• New hire, onboarding, and off-boarding support as needed

Your Profile:
Education

• Associates Degree experience in Computer Science, Engineering or Business Administration or relevant experience (5+ years)
• A+ Certification, CCNA, or similar certification preferred

Experience

• 3-5 years’ experience in an IT support role
• Experience with end user phone support for technical and non-technical users – strong communication and customer service skills a must
• Experience supporting end users, endpoint devices (including desktops, laptops, tablets and smart phones), back office applications in a multi-site enterprise environment (>3500 Devices)
• Experience using remote control software to diagnose user and computer issues
• Experience with networked computer imaging systems
• Experience with troubleshooting and supporting Wi-Fi and VPN clients
• Experience working in a multi-tiered IT support environment using service desk tools (ticketing system)
• Excellent oral & written communication and interpersonal skills & customer orientation
• Solid analytical and problem solving skills
• Experience with knowledge base (KB), Wiki platforms, and task management systems (Jira)
• Knowledge of networking and application concepts

Additional Knowledge, Skills and Abilities

• Experience with scripting tools (VBscript, PowerShell)
• Experience supporting VPN and remote access capability
• Experience with Mobile Device Management platforms (Airwatch/Workspace ONE is a big plus)
• Experience supporting large enterprise applications (e.g. SAP ERP, Camstar/Siemens MES, Salesforce)
• Experience with Office 365 is a plus
• Experience with Voice over IP telephone systems (Alcatel preferred)
• Experience with Endpoint Protection and Endpoint Encryption (Bitlocker preferred)
• Experience with Polycom, Extron, and Clickshare technologies
• Experience with web collaboration tools (Confluence and Jira preferred)
• ITIL Certification and/or practical experience with ITIL-driven Service Management
• Industry-experience working in regulated environments (e.g. FDA, HIPAA)

Soft Skills

• Excellent analytical- and troubleshooting skills
• Excellent people- and communication skills (written and verbal)
• Ability to work both, independently and as a team player
• Follow through
• Quick learner
• Self-starter
• Drive for results
• Commitment
• Results-oriented

Physical Requirements:
The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to be independently mobile.
• The employee is also required to interact with a computer for extended periods of time, and communicate with co-workers.
• Must be able to travel to other office locations.

Travel Requirements:
Must be able to travel internationally and domestically, less than 10% of the time.

Are you interested? Please apply online through our application management system! We are looking forward to welcoming you.

Location: Lake Oswego, OR | Working hours: Full-time | Type of contract: Undefined

Apply now under: www.biotronik.com/careers

Job ID: 56445 | USA | BIOTRONIK Service Company US

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by law.