IT Support Specialist, temporary

Terumo Medical Corporation (TMC) develops, manufactures, and markets a complete, solutions-based portfolio of high-quality medical devices used in a broad range of applications for numerous areas of the healthcare industry. TMC places a premium on providing customers with world-class products, training and education programs that drive clear economic value, better clinical outcomes and improved quality of life for patients. TMC is part of Tokyo-based Terumo Corporation; one of the world’s leading medical device manufacturers with $6+ billion in sales, 30,000+ employees worldwide and operations in more than 160 nations. Terumo Medical Corporation is comprised of two strategic business divisions: Terumo Interventional Systems and Terumo Medical Products.

We believe that the future is bright for everyone at Terumo. We work with the future in mind to generate lasting change, create a bigger impact and produce greater outcomes for today, and for decades to come.

At Terumo we believe in the power of personal growth and will encourage you to get in the driver's seat - progressing in the direction you want to go by deepening your skills throughout your career. We want you to be bold, think outside the box, experiment, innovate and deliver what's next for quality healthcare. You will be part of a collaborative, respectful and resilient team of associates and leaders around the world, working together as partners to achieve more than you thought possible, providing real-world, impactful solutions for patients.

Join us and help shape wherever we go next!

Advancing healthcare with heart

Job Summary

The IT Support Specialist is responsible for administering and supporting the enterprise user community.  This will involve working on the phone, in person and within the helpdesk system to process support requests, document solutions and communicate status to the end users and IT management.  Additionally, this role is responsible for the deployment, training and administration of end user devices, including computers, peripheral hardware, desk phones, cell phones, iPads, etc.  This will involve the timely replacement and resale or lease return of assets.  This position will work with vendors to troubleshoot specific issues and communicating to management when issues arise that either affect or have the potential to affect larger numbers of users.  This position will also assist in the backup/DR functions as necessary for the site and work with other members of IT when needed to assist in system updates or new implementations.

Job Details/Responsibilities

• Answer phones and monitor email and web queues for service requests. 
• Enter tickets in Service Desk ticketing software and accurately categorize, prioritize and record information about requests.  
• Setup and administer accounts in Active Directory for users, computers, printers and any other relevant types
• Deliver New Hire Associate IT Orientation to ensure user access is functioning properly, as required
• Troubleshoot and resolve issues related to PC hardware and software, printers, RF terminals and scanners and other end-user computing equipment. 
• Provide first level application support and troubleshooting as needed. 
• Provide end-user training on software, hardware and business applications to allow users to become increasingly self-sufficient. 
• Monitor system alerts to ensure action is taken on critical alerts and system failures. 
• Build and maintain IT and customer knowledge base to improve user and 1st level resolution. 
• Play an active role in developing, maintaining and documenting Service Desk processes and procedures 
• Assist in various data center functions including tape management and monitoring alerts. 
• Assist end users with procurement of IT related equipment and services. 
• Participate in weekly team meetings and one-on-one manager / technician meetings 
• Participate in the on-call rotation as deemed necessary. 
• Deploy end-user hardware and process end-of-lease equipment in a timely fashion
• Other duties as requested.
   

Knowledge, Skills and Abilities (KSA)

• Skilled in customer service; time management; identifying end user issues; technical troubleshooting; problem solving techniques; and report preparation
• Self-motivated and directed with keen attention to detail and ability to follow-up in a timely fashion.  
• Strong communication (verbal and written) and interpersonal skills 
• Strong analytical, diagnostic, and problem solving skills
• Ability to work as an individual contributor or as a team member 
• Ability to multi-task and manage shifting priorities  
• Excellent technical skills 
• Ability to travel between locations as required

Qualifications/ Background Experiences

• Associate’s or equivalent Technical degree; Bachelor’s degree preferred
• Minimum 2 years’ experience in computer operations with systems currently in use
• IT Audit and compliance experience 
• Proficiency level knowledge of Windows based PC and application software such as MS Office 2010 / 2013, MS Exchange, Internet Explorer required
• General networking knowledge (Ethernet, Wi-Fi).  
• Active Directory experience preferred.  
   

It is Terumo’s policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As a Company, we value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment.

Final compensation packages may be higher or lower than what is listed, and will ultimately depend on factors including relevant experience, internal equity, skillset, knowledge, geography, education, business needs and market demand. We provide competitive and comprehensive benefit options which include: annual bonus, paid vacation, paid holidays, health, dental and vision benefits, 401(k), with matching contributions, tax advantage savings accounts, legal plan, voluntary life and AD&D insurance, voluntary long-term disability, short term disability, critical illness and accident insurance, parental leave, personal leave, tuition reimbursement, travel assistance, and an employee assistance program. Range: $52K - $70K