Service Desk Technician III

Verathon is a global medical device company focused on supporting customers by being their trusted partner, delivering high-quality products that endure over time and ensure clinical and economic utility. Two areas where Verathon has significantly impacted patient care, and become the market leader in each, are bladder volume measurement and airway management. The company's BladderScan portable ultrasound and GlideScope video laryngoscopy & bronchoscopy systems effectively address unmet needs for healthcare providers and meaningfully raise the standard of care for patients. Verathon, a subsidiary of Roper Technologies, is headquartered in Bothell, Washington, USA and has international subsidiaries in Canada, Europe and Asia Pacific. For more information, please visit www.verathon.com.

Verathon is looking for a Service Desk Technician III to become the newest member of the Information Technology (IT) Team located in Bothell, WA.

The Service Desk Technician III is responsible for receiving, prioritizing, documenting, and actively resolving end-user support and service requests. In addition, maintain industry-standard IT hardware, software, network, and mobile technology. The successful candidate will be self-motivated and driven, display excellent interpersonal skills and strong attention to detail, and thrive in a fast-paced, challenging environment.

* Provide comprehensive 24/7 IT support to over 800 global users.
* Demonstrate high proficiency in incident, service, and change management.
* Efficiently handle, document, and recommend process improvements for a wide range of moderately complex incidents in an ITSM system.
* Perform one-on-one end-user problem resolution via phone, instant messaging, and in-person interactions.
* Train and continually support Tier I and II Service Desk technicians.
* Handle escalated complex or time-sensitive issues.
* Exhibit exceptional customer service and communication skills. Provide professional, empathetic assistance to address complex inquiries and ensure customer satisfaction.
* Utilize advanced problem-solving and analytical abilities to make informed decisions for resolving complex technical issues and improving service desk operations.
* Configure and deploy end-user PC desktop hardware, software, and peripherals.
* Develop and maintain comprehensive technical documentation and standard operating procedures (SOPs) for the Service Desk team.
* Deliver hardware and application orientation and training sessions for new and existing Verathon employees.
* Maintain extensive knowledge of IT infrastructure and applications to provide comprehensive support and troubleshooting across diverse technologies.
* Provide comprehensive support for the user environment, including mobile device management, printing services, asset tracking, and daily workflow optimization.
* Support Tier IV staff and IT Leadership as required.
* Ensure adherence to Service Level Agreements (SLAs) and achievement of key performance indicators (KPIs) for all support requests.

* Bachelor's degree in IT or equivalent experience in end-user service desk support.
* 3+ years of IT experience in a similar role, working with ITSM tools (ServiceNow, Freshservice, Jira, etc.).
* Extensive experience supporting current hardware, software, and technologies.
* Experience supporting cloud applications.
* Proven ability to work in a collaborative, team-oriented environment.

* Exceptional interpersonal skills include rapport building, active listening, and questioning.
* ITIL v4 Foundation certification (or equivalent experience) and A+ or N+ certifications (or equivalent) preferred.
* Experience with knowledge management methodologies (KCS preferred) is valuable.
* Strong written and verbal communication skills.
* Strong experience in Windows Server environment and user administration (Active Directory, Exchange/O365/Azure).
* Proficient in Office 365 application support.
* Microsoft SCCM/MECM or Intune experience.
* Knowledge of endpoint security solutions like Microsoft Defender ATP or CrowdStrike.
* Familiarity with virtualization and cloud environments is essential.
* A solid understanding of networking fundamentals (DNS, DHCP, TCP/IP) is required.
* Excellent analytical and problem-solving skills with the ability to conduct research and root cause analysis.
* Independent worker with strong motivation who can thrive in a team environment.
* Ability to communicate effectively with both technical and non-technical audiences.
* Strong organizational skills in a fast-paced environment.
* Commitment to compliance and confidentiality.
* Participates in weekly and weekend on-call rotations.
* Willingness to travel domestically and internationally (less than 10%).

Compensation and Benefits:

Salary range - $28.10 - $39.42/hour (Compensation will vary based on skills, experience and location; it is not typical to be hired at or above the top of the salary range).

Full-time employees who are not on a commission plan are eligible for Verathon's annual bonus plan based on company and individual performance.

Verathon provides a competitive benefits package including medical, dental, vision, basic life insurance, paid holidays, paid time off and a 401(k) matching plan. For more information, please visit our complete Benefits Summary at https://www.verathon.com/US-HQ-Employee-Benefits-Summary.