Technician.IT Support

Summary:

Requirements of a User Support Specialist will include cross training in both the Service Desk and Field Services area. Position requires proficiency in both areas as well as the flexibility to perform in either role dependent on department demands and staffing needs.

Essential Functions:

• Answer calls to the Invacare Service Desk and effectively log these calls into the Incident Management software to ensure that all vital information is captured.
• Provide first level and second level support (when applicable) for all calls as needed. Attempt to resolve all incidents on first call if possible.
• A User Support Specialist will provide customer service in a manner that is consistent with established corporate strategies even when dealing with difficult, frustrated or angry customers (be it in person, remote through email, telephone or on-site visits).
• Remain calm, confident and reassuring to end users during periods of high volume or system outages.
• Collaborate information transfer between Service Desk and Field Services to accurately track and communicate service call status and resolution.
• Troubleshoot issues related to desktops, laptops, peripherals, client software and business applications.
• Route calls to other Invacare support personnel as needed in order to address user requests and to resolve problem issues.
• Perform field repairs, moves, replacements, upgrades and modifications to all Invacare supported PC's, terminals, printers and other end-user equipment.
• Service Desk and Field Services work collectively to ensure that all user requests for new PC hardware and software are processed efficiently following the standards and policies set forth in the ordering process.
• Coordinate and schedule field service activities such as installs and facility move requests with end user.
• Partner with the Client Systems Analyst and Service Engineering teams to develop and maintain PC images for standard clients.
• Maintain a service parts inventory. Manage the inventory to reduce cost and repair lead times.
• Configure and install new PC's, printers and other related equipment.
• Perform ad-hoc training to users on equipment and software features.
• Involve vendors and third party support personnel as needed in order to resolve problem issues.
• Interface with the business community, Ecommerce and all areas of IT in order to ensure that incidents are communicated clearly, escalated appropriately and resolved in a timely manner.
• Notify the Invacare User Community when system outages occur.
• Adhere to corporate policies and procedures as required.
• Mentor and train new Service Desk/ Field Services associates.
• Provide input and update information/documentation on Service Desk and Field Services policies and procedures into appropriate repositories.
• Participate in projects dealing with Service Desk and Field Services technologies or personal computing hardware and/or software implementations.
• Remain current with Service Desk and Field Services industry trends and technologies. Make recommendations for utilizing these tools in Invacare's support environment.
• Provides input/advice for service improvements to service owner, based on the pattern of support requests.
• Participate in on call rotation and provide off-hours support as needed.

• Complete all required training applicable to assigned position.
• Additional duties as requested or required.

• Five to Seven years of experience at a Service Desk, Field Services or in a technical troubleshooting role is required.
• Associate Degree in Computer Science, Information Technology or a related business area preferred, or equivalent certificates and licenses.
• Demonstrated knowledge of Microsoft Operating Systems and software as well as PC and printer hardware repair is required.
• Strong PC hardware troubleshooting skills and ability to perform hardware upgrades and software installation.
• Ability to install and perform preventive maintenance on printers and other peripheral equipment.
• Ability to work with minimal supervision.
• Proficient use of the internet and other resources to research and resolve technical issues and problems.
• Strong customer service, organization and technical skills are required.
• Excellent written and oral communication skills are required.
• Off-hours availability is required.

An Equal Opportunity/Affirmative Action Employer -M/F/Disabled/Vet