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Job Title:  Senior Systems Support Technician

Req ID:  20696
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.

Position Summary

<span style="font-family:"Arial",sans-serif">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.


Provide Level 2 support for the organization.

Resolve complex system problems that involve local network issues, desktop, server, application issues, and process issues and other system configurations.

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.

Handle support tickets and liaise with end-users to solve software related problems around deployed applications.

Reviews, follows, and ensures compliance to Standard Operating Procedures (SOP) for Systems Support related functions.

Performs anti-virus/anti-malware removal on employee’s machines as necessary.

Troubleshoots network connectivity problems to determine whether problem is caused by hardware such as printer, cables, or telephone.

Interviews users to collect information about problems and leads user through diagnostic procedures to determine the source of error.

Relaying requests for assistance that are outside the scope of the issue to Tier II or Tier III Systems Support or other appropriate IT business groups.

At times performs administration of the VPN Token and software package pushes.

Keep a detailed record in the Systems Support ticketing system of conversation, troubleshooting performed and all activity initiated to resolve or triage the ticket.

Logs and tracks calls using problem management database, and maintains history records and related problem documentation.

Maintains an accurate inventory of computer 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.


Duties - cont'd

Responsible for processing Systems Support tickets requesting new access/equipment in accordance with Systems Support policies and procedures relating to SOX (Sarbanes-Oxley).

Configure and deploys desktop and laptop hardware.

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.

<span style="font-family:"Arial",sans-serif">Create and maintain email mailboxes, groups, distribution list and public folders

Provides expertise in Systems Support operational best practices utilizing the ITIL reference model.

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.

Responsible for the escalation of support requests to the appropriate staff.

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Relocate IT equipment in facilities when requested by the Facilities Department or other personnel.

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Follow and adheres to required departmental processes and procedures as assigned by Systems Support management.

Monitor the Systems Support area to ensure functioning in a safe work environment.

Education Degree
Associate's Degree
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


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

Job Segment: Technical Support, Technician, Medical, Oracle, Database, Technology, Healthcare