Service Desk Support Analyst

The Mom Project is excited to partner with Karl Storz Endoskope in their search for a Service Desk Support Analyst. This is an onsite role that is based at their Charlton, MA office.

Since its beginnings in 1945, the KARL STORZ family company has grown into a global manufacturer and distributor of endoscopes, medical instruments, and devices. We are no giant on an international scale but a leader in the things that matter: creativity, flexibility, and expertise.

Our range of endoscopic instruments for human medicine, veterinary medicine, and industrial endoscopy now includes more than 15,000 products. The most recent KARL STORZ developments are in digital documentation systems and comprehensive operating room concepts. As a system supplier, the company combines its expertise in endoscopy with software solutions to achieve integration in the operating room and to support clinical processes and resource management.

KARL STORZ is currently looking for a Service Desk Support Analyst. This role will act as the central point of contact for handling business partners’ technical support issues. The Support Analyst will be responsible for responding to issues by gathering all necessary information and to provide resolution during the initial contact or forward the issue to the correct support team for resolution. The primary focus is phone support and resolution of incidents and service requests submitted via Self Service, as well as solution documentation. The Support Analyst will perform occasional deskside support.

RESPONSIBILITIES:

• Provide excellent customer service by ensuring that support services are delivered to meet business partner needs and expectations.
• Adhere to and promote Service Desk policies and procedures.
• Work with business partners to collect information pertaining to requests/incidents. Log call tickets accurately and completely using the ticketing system.
• Resolve tickets as capable and where resolution is not possible assign ticket to the appropriate team.
• Perform desktop and laptop system setup for on-boards and refreshes.
• Perform data transfer and inventory management tasks for off-boards.
• Perform moves, adds and changes.
• Maintain accurate asset records.
• Establish strong working relationships and understanding between the Service Desk and other IT support teams.
• Notify users as requested by the resolving area and close call tickets when resolution is confirmed with IT support team.
• Provides support for meetings (audio/video).
• Maintain knowledge of Support procedures, business area processes, desktop applications and tools through established knowledge management tools.
• Develops and maintains an understanding of Service Level Agreements. Seeks opportunities to improve knowledge, skills and performance and is receptive to developmental feedback.
• Provides common structured communication to business partners, management and other IT team members as related to incident management.
• Work with project teams to ensure the smooth transition and rollout of new services and products to our business partners.
• Perform asset management tasks to ensure accurate inventory.
• Perform other duties as assigned

REQUIREMENTS:

• High School Diploma or equivalency.
• Two to three years in a Call Center Service Desk environment.
• One to two years of experience in an IT support role.
• Self-motivated team player.
• Good written, organization and interpersonal skills.
• A flexible approach to an ever-changing environment.
• Professional and courteous approach.
• Good organizational skills.
• Excellent communication skills including a good telephone manner.
• The ability to prioritize large volumes of work while maintaining a high quality of service and working to strict deadlines.
• The ability to use troubleshooting skills to resolve inquiries professionally and accurately.
• Working experience with Windows OS, Apple OS, Active Directory, MS Office Suite, ticketing systems, call center, mobile devices and anti-virus/spyware.
• Working experience with desktop, laptop and thin client hardware.
• Working experience with peripherals such as printers and desk phones.
• Familiar with ITIL processes and framework. ITIL v3 or 2011 certification a plus.
• Help Desk and/or Desktop Support technical certification a plus.
• Must be able to drive safely for business travel; travel may be required for training or to other KARL STORZ offices.
• Must be able to sit for long periods of time.
• Must be able to lift 50 lbs., and access constrained areas such as wiring closets and service provider demarcation points.

BENEFITS:

• Medical / Dental / Vision including a state-of-the-art wellness program and pet insurance, too!*
• 3 weeks vacation, 11 holidays plus paid sick time*
• Up to 8 weeks of 100% paid company parental leave**
• 401(k) retirement savings plan providing a match of 60% of the employee’s first 6% contribution (up to IRS limits)
• Section 125 Flexible Spending Accounts
• Life, STD, LTD & LTC Insurance
• We prepay your tuition up to $5,250 per year! - Tuition pre-imbursement
• Fitness reimbursement of up to $200 annually
• Employee referral program of up to $2,000 per hire
• And much more!

*Field sales, internships, and part-time employees are not eligible except where required by state law.
Non-employees, including temporary workers and consultants, are not eligible to participate in the KARL STORZ benefits program.
**To include, maternal/paternal leave, adoption, and fostering of a child.

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 maintaining a safe work environment for our employees and customers. Most field-based roles at KARL STORZ require hospital credentialing/health screens as a condition of employment. Credentialing can include required vaccinations, health screens & other requirements as outlined by our customers. During the interview process, we encourage you to ask how credentialing/health screens may impact the role you are seeking and if you require any reasonable accommodations regarding these requirements.

The pay range and/or hourly pay rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job posting and may be modified in the future. When determining a specific team member’s base salary and/or hourly pay rate, several factors will be considered including such things as location, specialty, service line, years of relevant experience, education, professional credentials, internal equity, and the amount budgeted for the role.

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 taoperations@karlstorz.com.