Desktop Support Administrator

Date: Apr 15, 2021

Location: Pleasanton, CA, US

Company: Teleflex

Expected Travel: Up to 10%

Requisition ID: 3791 

 

About Teleflex Incorporated

Teleflex is a global provider of clinically effective medical technologies designed to improve the health and quality of people’s lives. We apply purpose driven innovation – a relentless pursuit of identifying unmet clinical needs – to benefit patients and healthcare providers. Our portfolio is diverse, with solutions in the fields of vascular and interventional access, interventional cardiology, surgical, anesthesia, cardiac care, interventional urology, urology, emergency medicine and respiratory care. Teleflex employees worldwide are united in the understanding that what we do every day makes a difference. For more information, please visit teleflex.com.

 

Global Functions The Corporate division is the central operating unit of the company; setting strategy and policy and providing business development, finance, human resources, information technology, investor relations and legal support to the businesses. Join a dynamic, growing team that offers healthcare providers an array of medical technology solutions that make a difference in patients’ lives.

Position Summary

This Desktop Support Administrator role provides on-site technical support to the Pleasanton, CA office (~800 users) and assists with tickets from locations across the US and Canada. The incumbent will provide one-on-one end user training (in person or remotely) and assistance on a variety of software applications and computer hardware, documenting user inquiries and problems and working towards solution.  

Principal Responsibilities

•    Respond to customer issues and requests by creating, tracking, and documenting solution in a support database and monitoring the support queue.
•    Install, configure, test, maintain and troubleshoot customer workstations and related hardware and software.
•    Perform analysis and diagnosis of complex problems for customers and recommend and implement corrective solutions. 
•    Troubleshoot network connectivity issues including wireless access points, devices connected to the wireless network, preliminary bandwidth issues and printer routing problems.
•    Act as designated IT point of contact for facility in case of any IT-related emergency or maintenance.
•    Consult with customers to assist in obtaining hardware, software, and services and assist the customer in obtaining the training necessary to use the product(s).
•    Achieve service level and customer satisfaction KPI targets.
•    Act as overflow to the IT Service Desk during high volume times.
•    Conduct inventory control tasks as needed, including verifying serial numbers on equipment, and updating records.
•    Establish and maintain effective working relationships with management, team members, and customers. Communicate effectively with all levels and maintain tact and composure in stressful situations.

Education / Experience Requirements

•    High school diploma required. Degree in Information Systems preferred.
•    5+ years of technical and customer service experience required. 
•    Experience with the following is preferred: Mac OS X, Mobile Devices, TCP/IP communication protocol, Microsoft Office, Microsoft Exchange, Microsoft Teams, VPN, Remedy Call Tracking System, LANDesk, Dell and Lenovo laptops and desktops, HP, Dell and Ricoh printers.  

Specialized Skills / Other Requirements

•    Exceptional Customer Service skills are a must.
•    Enterprise experience directly supporting Windows 7 and 10.
•    Proficiency with Microsoft Office Products (Office365).
•    PC encryption
•    Experience delivering hands-on customer training.
•    Skilled with Polycom AV conferencing devices (Trios and Group Series)
•    Proven ability to effectively and quickly troubleshoot computer problems. Must be able to independently resolve complex problems using current job knowledge and research and external resources.
•    Strong interpersonal and communication skills, excellent attention to detail, and the ability to effectively prioritize and execute tasks.
•    Must be able to interpret and make decisions in accordance with regulations and established policies.
•    Excellent time management skills to maintain high levels of customer service in a high-paced, heavy workload environment.
•    Ability to work overtime when critical situation and weekend maintenance issues arise. 

Working Conditions / Physical Demands

•    Professional office environment
•    Role requires travel to Teleflex sites and meetings within the US and Canada as needed (up to 10% travel required)
•    Role may require incumbent to move computer hardware systems, sometimes weighing over 50 pounds, i.e., computer processing units, monitors, keyboards, printers, rack mounted APC’s, switches, and routers to accommodate changing needs of our customers. 
•    Role may require work in small, cramped areas such as under desks and behind workstations to install and repair computer systems and telecommunications equipment. May also work in manufacturing clean rooms.

 

Teleflex, Inc. is an affirmative action & equal opportunity employer. D/V/M/F. Applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status. If you require accommodation to apply for a position, please contact us at: 262-439-1894.

Teleflex is the home of Arrow®, Deknatel®, Hudson RCI®, LMA®, Pilling®, Rüsch®, UroLift® and Weck® – trusted brands united by a common sense of purpose. Teleflex, the Teleflex logo, Arrow, Deknatel, Hudson RCI, LMA, Pilling, Rüsch, UroLift and Weck are trademarks or registered trademarks of Teleflex Incorporated or its affiliates, in the U.S. and/or other countries.

© 2021 Teleflex Incorporated. All rights reserved.


Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland