IT Specialist
About this role
About KARL STORZ
From the operating room to surgery centers—and everywhere in between—KARL STORZ North America is a global leader in medical technology and advanced visualization solutions. We design specialty innovations, smart instruments and devices, integrated ecosystems, and intelligent imaging—to build a more connected, software-enabled operating room.
As an independent, family-owned MedTech company, we ambitiously think in generations instead of quarters to improve patients' lives around the world.
About the Role
The IT Specialist acts as the central point of contact for handling business partners' technical support issues, gathering the information needed to resolve issues during initial contact or routing them to the correct support team. This role's primary focus is phone support and resolution of incidents and service requests submitted via self-service and walkups, with occasional deskside support. The IT Specialist also contributes to solution documentation for internal and external knowledge bases.
This role is based in our Auburn, MA office.
What You'll Do
- Deliver excellent customer service, ensuring support meets business partners' needs and expectations
- Answer call center calls and resolve incident and service request tickets submitted via self-service
- Collect information from users pertaining to requests and incidents, logging tickets accurately and completely in the ticketing system
- Resolve tickets where possible, assigning to the appropriate team when resolution isn't achievable
- Perform desktop and laptop system setup for onboarding and refresh cycles, and manage data transfer and inventory for offboarding
- Maintain accurate asset records and perform moves, adds, and changes
- Provide occasional deskside support and meeting support (audio/video)
- Identify process improvement opportunities across the Service Desk
- Build strong working relationships between the Service Desk and other IT support teams
- Notify users and close tickets once resolution is confirmed with the IT support team
- Develop and maintain knowledge of support procedures, business processes, desktop applications, and Service Level Agreements
- Mentor new Service Desk employees
- Support project and change work under the guidance of the Project Manager/Team, IT Management, and/or a Senior Support Specialist
- Perform asset management tasks to ensure accurate inventory
What You Bring
- Three years of relevant IT and/or Service Desk experience
- Associate's degree, or equivalent experience
- Demonstrated ability to use troubleshooting skills to resolve inquiries professionally and accurately
- Solid knowledge of Windows OS, Apple OS, Azure, Active Directory, MS Office Suite, ticketing systems, call center tools, mobile devices, and anti-virus/spyware software
- Solid knowledge of desktop, laptop, and thin client hardware, along with working experience with peripherals such as printers and desk phones
What Will Make You Successful
- Strong verbal, written, organizational, and interpersonal skills, with a professional and courteous approach
- A flexible approach to an ever-changing environment
- Excellent communication skills, including a good telephone manner
- Demonstrated ability to use own initiative to improve the quality of service and the working environment for the team
- Demonstrated ability to accurately assess and document information, interpreting user/IT terminology as needed
- Five years of relevant IT and/or Service Desk experience is a plus
- Bachelor's degree is a plus
- Familiarity with ITIL processes and framework is a plus; ITIL v3 or 2011 certification is a plus
- Experience with Azure and Active Directory troubleshooting, MFA client setup, Mobile Device Management, SCCM imaging, Intune client deployment, and Citrix support is a plus
- Conferencing room support experience is a plus
- Self-motivated team player is a plus
Why KARL STORZ?
Join KARL STORZ and be part of a team creating medical innovations that truly make a difference. Beyond technology, you'll be part of a culture that values talent as its greatest asset, empowering you to contribute to a mission that improves patient care worldwide.
Ready to make an impact? Apply to be our next IT Specialist and help us build the future of MedTech together.
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Company at a glance
Since 1945, we at KARL STORZ have been passionately committed to advancing medical progress. Founded in Tuttlingen, Germany, we are now an international leader in endoscopic, imaging, and integrated operating room solutions across many human and veterinary surgical specialties.
As a family-owned company in its third generation, we employ 9,800 people in more than 50 countries worldwide. We stand for visionary design, precision craftsmanship, and clinical effectiveness, including advancements in digital surgery.
Imprint: https://www.karlstorz.com/de/en/imprint.htm
Privacy Policy: https://www.karlstorz.com/de/en/data-privacy.htm
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