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Job Title:  Service Desk Specialist II

Req ID:  29456
Job Category:  Information Technology

Birmingham, AL, US, 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

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.


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. 

Responsible for monitoring and processing web-based, live chat, voicemail and in person requests for customer assistance. 

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. 

Detailed record in the Service Desk ticketing system of customer conversation, troubleshooting performed and all activity initiated to resolve or triage the ticket. 

Perform wireless device plan modifications (activate/disable/port numbers/voice & data), break/fix of devices and assisting Service Desk Technicians for wireless incidents/requests. 

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

Relaying requests for assistance that are outside the scope of the issue to Tier III Service Desk support or other appropriate IT Teams. 

Assist customers on how to setup and use new technologies. 

Monitoring call volumes and proactively notifying key information to Tier III Service Desk staff and/or Service Desk management when reoccurring problems arise. 

Initiating escalation procedures when needed; notifying appropriate technical and/or managerial personnel and key customers. 

Act as an active participant of the Service Desk team, working to maximize the effectiveness of the entire team. 

Perform computer hardware/software related repairs including refreshing the operating system. 

Duties - cont'd

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). 

Assist with various technical projects as assigned by Service Desk Management both verbally or in writing. 

Performs basic and routine Call Center tasks by monitoring Service Desk phone queue and general mailbox. 

Complete assigned Separation tasks for employees that have left the STERIS. 

Provide guidance and assist Service Desk Technicians for troubleshooting more advanced customer issues. 

Create, modify or remove approved account access for an intermediate number of business applications. 

Participate in the creation and maintenance of a standardized knowledgebase articles to aid in assessing and diagnosing hardware/software problems. 

Responsible for the creation and continual audit review of wireless standard operating procedures. 

Assist IT management with wireless device projects, reports, charge backs and continual review of where STERIS can implement cost reductions. 

Assist in reporting Service Desk metrics and review of provisioning tickets to avoid SOX audit failures. 

Relocate equipment in facilities when requested by the Facilities Department or Client Technologies. 

Upkeep of Service Desk area to ensure working in a safe environment. 

Follows and adheres to required departmental processes and procedures as assigned by the Service Desk management. 

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

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: 


Joining computers to Active Directory 


Windows Operating System, current and prior versions 

Microsoft Office including Outlook 

Spyware and virus software 


Computer - laptop, tablet and desktop 

Wireless – smart devices 


STERIS is a leading provider of products and services that meet the needs of growth areas within Healthcare: procedures, devices, vaccines and biologics.  We exist to fulfill our MISSION TO HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD. STERIS is a $3B, publicly traded (NYSE: STE) company with approximately 16,000 associates and Customers 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.

Req ID:  29456
Job Category:  Information Technology

Birmingham, AL, US, 35222

Nearest Major Market: Birmingham

Job Segment: Medical, Network, Service Desk, Telecom, Healthcare, Technology, Customer Service, Research