Technical User Support Analyst (IT Support)

Career that changes Lives

Resolve client technical issues to return the client to productivity as quickly as possible; adhere to signed service level agreements with Business Units.

A day in the Life
• Resolve client technical issues:
o Isolate and determine root cause of technical problem based on client input and remote management technology
o Determine effective resolution of issues by troubleshooting and analyzing computer system errors of moderate to difficult scope where analysis of situations or data require an in-depth evaluation
o Determine business impact of problem based on Business Unit criteria
o Provide remote technical support for hardware (printers, desktop, laptop, drivers, monitors, and MHDs) and software (internally developed applications, productivity, computer operating systems, internet applications, and various drivers)
o Interact with internal and/or external escalation resources to resolve complex technical issues
• Recommend current supported software applications and hardware appropriate to best meet client requirements
• Create and update knowledge base to improve service to clients including: develop written procedures, tips, reports, and support related material
• Acquire and maintain knowledge on newly purchased and existing supported desktop software, hardware, and systems
• Work on tasks to develop and/or address process improvements, training, knowledge transfer, reports, and documentation
• May coordinate communication and troubleshooting to determine impact of major system outages which effect the entire organization
• Assist with the testing of new or upgraded PC software and hardware releases as requested
• Develop solutions to a variety of problems of moderate scope and complexity
• Ensure that Medtronic's systems and the information on them are protected in accordance with Medtronic's Information Protection Policies and Standards, as well as best Information Protection practices

Must Have
• Bachelor's degree
• 3-5 years of IT experience

Nice to Have
• Experience with three or more of the following: Windows 2000, Outlook, remote management tools, remote dial-in, active directory administration, virtual private network, office productivity tools, web-based applications, TCP/IP
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DESIRED/PREFERRED QUALIFICATIONS
• Communication and interpersonal skills
• Analytical problem solving skills
• Team work skills
• Ability to handle multiple projects and activities and deal with change

- Bonus plans
- Healthcare for you and family
- Training and education programs

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