IT Service Helpdesk Contractor

Micro Systems Engineering, Inc (MSEI) is a pioneer in developing innovative technologies and medical devices that save and enhance the quality of life for millions of individuals living with cardiovascular disorders. The company is dedicated to the design and construction of implantable medical devices for cardiac rhythm management. With more than 30 years of experience, our growing success is based on our company’s core values – innovation, excellence and reliability, thus enabling us to inspire confidence and trust in doctors and patients all over the world. We are continually looking for talented engineers to share in our mission.

Please join us as:

We are looking for an IT Service Desk Technician to join us on a contract basis to help cover support for. The main purpose of the role is to provide support for end point devices, central IT components, back office- and enterprise applications for end users of all business units (Sales/-support and Marketing, Finance, Manufacturing, R&D and others). Our service support team members work within multi-channel, multi-tiered service desks and provide Tier 1 (Applications) and Tier 1 and 2 (Endpoint Device) support for incoming inquiries and tickets. This Technician will be responsible to triage incoming requests, provide competent and customer-oriented resolutions or escalates to higher tiers as needed. We may also ask this person to participate in other IT related activities such as deployment, software installation, desk side support, phone support, and other common service desk activities.

Your Responsibilities

Your Profile

Provide desktop support for Windows 7 and Windows 10 based endpoint device environment (desktops, laptops, tablets, smart phones/iOS) in use by company employees
Provide end user phone support for applications (CRM systems, email systems, web-based, etc.)
Image and deploy end-point systems for new hires and existing users
Manage work load in IT Incident and Service Request queues and adhere to service levels
Provide IT-internal and end-user documentation and training (knowledge management)
Assist in production operations tasks as needed

REQUIREMENTS:

3-5 years’ experience in an IT support role
Experience with end user phone support for technical and non-technical users – strong communication and customer service skills a must.
Experience supporting end users, endpoint devices (including desktops, laptops, tablets and smart phones), back office applications in a multi-site enterprise environment (>2000 Devices)
Experience using remote control software to diagnose user and computer issues
Experience with troubleshooting and supporting Wi-Fi clients
Experience with printer hardware, print servers and queue management
Experience working in a multi-tiered IT support environment using service desk tools
Excellent oral & written communication and interpersonal skills & customer orientation
Advanced analytical and problem solving skills
Experience with knowledge base (KB) and Wiki platforms
Basic knowledge of networking and application concepts

BONUS SKILLS:

Experience supporting VPN remote access capability
Experience with Mobile Device Management/Airwatch (Blackberries, iOS and Android platforms)
Experience supporting large enterprise applications (e.g. SAP. PeopleSoft, MES)
Experience with Lotus Notes Email and other IBM Collaboration Suites
Experience with Voice over IP telephone systems (Alcatel preferred)
Experience with Hardware deployment using SMS
Experience with Endpoint Protection and Endpoint Encryption
ITIL Certification and/or practical experience with ITIL-driven Service Management
Industry-experience working in regulated environments (e.g. FDA, HIPAA)

EDUCATION:
Associates Degree experience in Computer Science, Engineering or Business Administration or relevant experience (5+ years)
A+ Certification, CCNA, or similar certification preferred

Are you interested? Please apply online! We are looking forward to welcoming you.

Location: Lake Oswego(0001)

Working hours: Full-time

Job ID: 21345