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Job Title:  Technical Help Desk

Req ID:  16250
Job Category:  Information Technology
Country:  US
State:  AL
City:  Birmingham
Zip:  35222
Description: 

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

The Service Desk Specialist is GENERALLY SKILLED in many areas of the front-line IT customer support.

 

Reporting to the IT Service Desk Supervisor, the Service Desk Specialist is expected to maintain an air of professionalism in their interpersonal relationships and personal development, exercise confidentiality concerning the affairs of the business, exhibit a desire to learn and the ability to effectively problem solve.  There must be a willingness to step in to help others and openly and actively participate in the direction of STERIS values. 

 

This position is responsible for handling the Tier II activities of incidents by researching, documenting, resolving, reporting and/or escalating incidents accurately and completely, along with provisioning requests for IT services.  A large portion of their time is dedicated to answering phones and live chats, responding to web tickets, walk up customer service and assisting Service Desk Technician support as required. This includes, but is not limited to, support of all of STERIS’ facilities both office and home based. 

 

Assists with IT projects and activities in the area of wireless support. This position does interact with different business groups and requires an understanding of STERIS’ multiple business segments and how IT impact on their functions. 

Duties
  1. Provides telephone support for requests for assistance from Global STERIS internal customers that may be non-technical personnel by researching, documenting, escalating, and resolve technical problems.
  2. Responsible for monitoring and processing web-based, live chat, voicemail and in person requests for customer assistance.
  3. The ability to accurately diagnose problems through discussions with users, using appropriate problem recognition, research, isolation and resolution steps which includes the use of remote assistance for office and home-based customers.
  4. Detailed record in the Service Desk ticketing system of customer conversation, troubleshooting performed and all activity initiated to resolve or triage the ticket.
  5. Perform wireless device plan modifications (activate/disable/port numbers/voice & data), break/fix of devices and assisting Service Desk Technicians for wireless incidents/requests.
  6. At times performs customer administration of the VPN Token and software package pushes.
  7. Relaying requests for assistance that are outside the scope of the issue to Tier III Service Desk support or other appropriate IT Teams.
  8. Assist customers on how to setup and use new technologies.
  9. Monitoring call volumes and proactively notifying key information to Tier III Service Desk staff and/or Service Desk management when reoccurring problems arise.
  10. Initiating escalation procedures when needed; notifying appropriate technical and/or managerial personnel and key customers.
  11. Act as an active participant of the Service Desk team, working to maximize the effectiveness of the entire team.
  12. Perform computer hardware/software related repairs including refreshing the operating system.

LI-SS2

Duties - cont'd
  1. Assists in processing Service Desk tickets requesting new access/equipment for customers in accordance with Service Desk policies and procedures relating to SOX (Sarbanes-Oxley).
  2. Assist with various technical projects as assigned by Service Desk Management both verbally or in writing.
  3. Performs basic and routine Call Center tasks by monitoring Service Desk phone queue and general mailbox.
  4. Complete assigned Separation tasks for employees that have left the STERIS.
  5. Provide guidance and assist Service Desk Technicians for troubleshooting more advanced customer issues.
  6. Create, modify or remove approved account access for an intermediate number of business applications.
  7. Participate in the creation and maintenance of a standardized knowledgebase articles to aid in assessing and diagnosing hardware/software problems.
  8. Responsible for the creation and continual audit review of wireless standard operating procedures.
  9. Assist IT management with wireless device projects, reports, charge backs and continual review of where STERIS can implement cost reductions.
  10. Assist in reporting Service Desk metrics and review of provisioning tickets to avoid SOX audit failures.
  11. Relocate equipment in facilities when requested by the Facilities Department or Client Technologies.
  12. Upkeep of Service Desk area to ensure working in a safe environment.
  13. Follows and adheres to required departmental processes and procedures as assigned by the Service Desk management.
  14. Contribute in on-call rotation of Service Desk after-hours support.

Performs other functionally related duties as assigned.

Education Degree
High School Diploma or GED
Required Experience
  • Two-year degree in Information Technology or working towards degree preferred.
  • Comptia A+ Certification is preferred.
  • 2-5 years of IT experience.
  • At least one year fulltime experience in a support call center or IT technical support position.
  • At least one year of troubleshooting and hardware repair experience of client computers
  • Soft skill proficiency – SKILLED
  • Telephone etiquette with professional verbal and written communication skills
  • Listening and questioning skills
  • Self-starter who adapts readily to changes in workload, staffing and scheduling
  • Able to receive formal/informal training and retain the information so that it may be applied later at an independent level.
  • Able to multi-task and seek out the appropriate resources independently to close calls.
  • Technical proficiency – SKILLED
  • Account Management:
  • Password
  • Joining computers to Active Directory
  • Software:
  • Windows Operating System, current and prior versions
  • Microsoft Office including Outlook
  • Spyware and virus software
  • Hardware:
  • Computer - laptop, tablet and desktop
  • Wireless – smart devices

 

STERIS is a $2B+, 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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