End User Technologist
C. R. Bard - Warwick, RI

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Responsible for the response and diagnosis of end-user support tickets. These support tickets are intermediate to complex in nature, include problem recognition, research, resolution and follow-up. Works with end users to help them better understand technology. Escalates more complex problems to senior support personnel or management to expedite resolution. Interacts with management to plan and complete projects to ensure corporate goals are being met. Requires a high degree of professionalism and timeliness, while meeting or exceeding customer expectations and service level commitments.

Essential Job Functions:
  • Provides Tier 2 support and troubleshooting for end-user related issues and requests, including Tier 1 LAN/infrastructure
  • Performs root cause analysis to drive continuous improvement
  • Performs local user administration (moves, adds, changes, deletes) required to support daily operations
  • Performs wiring & LAN equipment activities related to user changes (moves, adds, changes, deletes)
  • Develops end-user device Images by designing, testing, and documenting the image to be deployed
  • Develops application package builds by designing, testing, and documenting the package to be deployed
  • Deploys hardware and software in accordance with company replacement/upgrade programs
  • Reviews and implements hardware and software patches in accordance with company security policies and deployment procedures.
  • Contributes to the definition of security standards; implements, proactively tests, and maintains standards
  • Assists in software license compliance through use of company standard inventory and tracking mechanisms
  • Ensures compliance to change management and regulatory requirements as applicable
  • Tracks and supports remote access tokens for VPN and various mobile devices utilized by the organization

Basic Qualifications:
Strong desktop operating system and printer configuration, and problem solving/troubleshooting skills
• Experience in supporting end-user related network connectivity (switch, jack connections, cabling, etc)
• Strong knowledge of Package Builds
• Knowledge of Desktop Applications
• Strong documentation skills
• Ability to communicate technical topics to non-technical personnel
• Good knowledge of security standards
• Good understanding of compliance standards
• Previous experience in a customer support capacity
• Ability to handle multiple priorities
• Strong customer service orientation
• Strong communication skills
• Strong inter-personal skills
• Strong telephone call handling skills
• Willingness to work out of hours to support the system
Additional Desirable Qualifications Skills and Knowledge:
  • Administer and maintain Blackberry and iPhone handhelds

Education and/or Experience:
  • Bachelor degree, an industry certification or equivalent work experience
  • 2 - 4 years experience working in an IT Helpdesk environment
  • Knowledge of TCP/IP
    • Advanced knowledge with Windows XP and Office 2003
    • Detail oriented and deadline driven
    • Strong customer service background
Physical Demands:
  • Ability to lift 50 lbs
  • Work with standard office equipment

About this company
9 reviews
C. R. Bard is no upstart in the world of medical devices. The company has been in the business for more than a century and introduced the...