Full time
Req-39351
1 month ago
Many structural heart patients suffer from heart failure with limited options. Our Implantable Heart Failure Management (IHFM) team is at the forefront of addressing these unmet patient needs through pioneering technology that enables early, targeted therapeutic intervention. Our innovative solutions are not just transforming patient care but also creating a unique and exciting environment for our team members. It’s our driving force to help patients live longer and healthier lives. Join us and be part of our inspiring journey.
In this help desk position, you will serve as the single, initial point of contact for end users, logging all relevant incident and service request details. You will provide first line investigation and diagnosis, resolve those incidents and service requests within the IT Support skill set and escalate as appropriate. The primary objective of this role is to restore "normal service" to the users as quickly as possible.
This position will be full-time in our Naperville, Illinois office.
How you will make an impact:
Answer the Help Desk phone calls
Process and resolve Incidents & Service Requests:
Track all relevant Incident and Service Request details, categorize, prioritize and close tickets
Provides first-line investigation and diagnosis of highly complex incidents
Escalates the Incidents and Service Requests that they cannot resolve
Monitor the Service Desk system for tickets assigned to the Help Desk queue and process them based on priority
May provide coaching and training to lower level employees
Other system administration type duties:
Granting shared drive access
Network account creation and extensions
Telecom administration tasks
Processing terminations (de-provisioning network accounts)
What you'll need (Required):
H.S. Diploma or equivalent 2 years years experience of previous experience
Associate's Degree or equivalent in or technical degree/certification experience resolving service request Preferred
What else we look for (Preferred):
Good computer skills including MS Office Suite, Adobe, and ability to operate general office machinery
Good written and verbal communication skills and interpersonal relationship skills
Familiarity with enterprise platforms and applications
Required experience includes the capacity to demonstrate the following skills and abilities: analytical, articulate, attention to detail, decisive, innovative, adaptable, personable, self-confident, team player, effectively manages stress, empathetic, enthusiastic, diplomatic, collaborative, customer oriented, ambitious, continuous learner, resourceful, self-motivated and results oriented
Must possess good written and oral communication skills
Should be good at problem solving
Must have good telephone etiquette
Is able to exercise good judgment using Help Desk standards and following guidelines
Must be able to establish and maintain effective working relationships with IT staff and internal customers at all organizational levels
Good computer skills and familiarity with the following platforms and applications is desired:
Microsoft Office Suite
Microsoft Outlook/Office365 and Google Workspace
Internet Explorer
Experience supporting users on Windows and Mac laptops, desktops, and mobile phone office applications
Active Directory
Virtual Private Network (VPN)
Support users in office and remote
Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control
Aligning our overall business objectives with performance, we offer competitive salaries, performance-based incentives, and a wide variety of benefits programs to address the diverse individual needs of our employees and their families.
For Illinois, the base pay range for this position is $46,000 to $62,000 (highly experienced).
The pay for the successful candidate will depend on various factors (e.g., qualifications, education, prior experience). Applications will be accepted while this position is posted on our Careers website.
Edwards is committed to protecting our vulnerable patients and the healthcare providers who are treating them. As such, all patient-facing and in-hospital positions require COVID-19 vaccination. If hired into a covered role, as a condition of employment, you will be required to submit proof that you have been vaccinated for COVID-19, unless you request and are granted a medical or religious accommodation for exemption from the vaccination requirement. This vaccination requirement does not apply in locations where it is prohibited by law to impose vaccination.
Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the California Fair Chance Act, and any other applicable regulation.
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