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Job Title:  Sr. Desktop Support Technician

Req ID:  18101
Job Category:  Information Technology
Country/Region:  US
State:  AL
City:  Birmingham
Zip:  35222

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.


Senior Support Technician

Position Summary

The Senior Systems Support Technician is responsible for handling the Tier II activities of incidents by taking ownership and responsibility of reporting, researching, documenting, resolving, and/or escalating incidents accurately and completely along with the validation and processing of requests for new access or equipment from customers.  They will assist customers in the completion and status updates of provisioning requests for IT services..



System Technical Support – 70%
•    Provide Level 2 support for the organization.
•    Resolve complex system problems that involve local network, desktop, server, application, and process issues.
•    Assist Tier I personnel in solving basic technical problems and investigate elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues.
•    Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users.
•    Travels to remote IMS labs across the country to provide support, assist in installations, and system setups as needed.
•    Assists all teams within the IT department to aid in support, research and troubleshooting of technical issues.
•    Reviews, follows, and ensures compliance to Standard Operating Procedures (SOP) for Systems Support related functions.
•    Performs anti-virus/anti-malware removal on machines as necessary. 
•    Accurately diagnose problems through discussions with users, using appropriate problem recognition, research, isolation and resolution steps which includes the use of remote assistance.
•    Escalation of requests that are outside the scope of the issue to other appropriate IT business groups.
•    At times performs administration of the VPN Token and software package pushes.
•    Detailed documenting in the Systems Support ticketing system of conversation, troubleshooting performed and all activity during resolution of the ticket.
•    Maintains accurate inventory of equipment such as laptops, desktops, printers, and video equipment. 
•    Tests software and hardware to evaluate ease of use and whether product will aid user in performing work. 
•    Performs other functionally related duties as assigned.

Desktop Technical Support – 20%
•    Responsible for processing Systems Support tickets requesting new access/equipment in accordance with Systems Support policies and procedures relating to SOX (Sarbanes-Oxley).
•    Provides desk side support.
•    Delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals. 
•    Create, modify or remove approved account access for a majority of business applications, Oracle, and Active Directory.
•    Create and maintain email mailboxes, groups, distribution list and public folders.


Duties - cont'd

Administrative Support – 10%
•    Provides expertise in Systems Support operational best practices utilizing the ITIL reference model. 
•    Provides leadership to establish a strong team environment for optimal customer service. 
•    Continuously monitor/evaluate statistics of call volumes and problems reported to identify trends to eliminate reoccurring incidents and improve customer satisfaction.
•    Engage the appropriate IT resources for system outages or critical support incidents requiring immediate attention, including after hours.
•    Monitoring call volumes and proactively notifying key information to Systems Support staff along with notification of reoccurring issues to IT management.
•    Manage the growth of the IT knowledgebase for internal/external articles.
•    Relocate IT equipment in facilities when requested by the Facilities Department or other personnel. 
•    Work with the Steris Corporate IT staff as necessary.
•    Monitor the Systems Support area to ensure functioning in a safe work environment.
•    Perform other functionally related support duties as assigned.

Education Degree
  • Associate's Degree
Required Experience

Required Experience
At least 5-7 years of IT experience.
At least 4 years fulltime experience in a IT technical support position.
At least 2 years of troubleshooting and hardware repair experience of client computers.
At least 2 years of experience with Microsoft Exchange, Active Directory, VPN, and Wifi
Preferred Experience
Strong verbal and written communication
Proficient in listening and questioning
Selects, retains, supervises and creates an environment that motivates a strong team
Proactively voices ideas, opinions and recommendations in a constructive way
Self-starter able to multi-task, prioritize and seek out the appropriate resources independently
Account Management: Creation, modification and disabling of various business applications
Active Directory, Exchange
Hardware: Computer - laptop, tablet and desktop
Wireless – smart phone
Installing printers, hard disk drives, memory, etc



STERIS is a $3B, publicly traded (NYSE: STE) organization with approximately 12,000 associates worldwide and operates in more than 100 countries.

If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.

STERIS is an Equal Opportunity Employer.  We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law.  We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.

The full affirmative action program, absent the data metrics required by § 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.

Nearest Major Market: Birmingham

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