Alphatec Spine
Sr.DesktopSupportTechnician
“Sr. Desktop Support Technician at Alphatec Spine. Skills: Desktop support, Troubleshooting, IT systems. Resolve complex issues regarding hardware. Resolve complex issues regarding software”
What You'll Achieve.
Ensure proper ticket handling; Ensure SLAs are consistently met
Industry & Context.
Diagnose and resolve complex issues; Identifies, evaluates, and corrects hardware, software, or operations problems; Ability to conduct research into issues and products
May be required to work weekends and overtime occasionally, Must be eligible for and maintain credentials at all required hospitals, Meeting any applicable physical requirements, Meeting vaccination requirements, Authorized to work in the United States without sponsorship
What They're Looking For.
Must Have
3 – 5 years of experience in desktop support or a similar role, Excellent written and verbal communication skills, Excellent customer service skills, Exceptional interpersonal skills, Ability to conduct research into issues and products, Ability to present ideas in business-friendly and user-friendly language, Familiarity with desktop imaging software, Experience with Office 365 Tenant Administration, Experience with IT ticket tracking system, Knowledge of current technological developments and trends, Demonstrated ability to handle multiple assignments, Ability to prioritize and meet deadlines, Ability to maintain and secure sensitive/confidential information, 3+ years of successful Desktop Support experience, Microsoft Administration certification, Network Associate-level certification, Information Security associate-level certification
Nice to Have
Experience with Mac computers in a corporate environment, ServiceNow preferred
What You'll Do.
Resolve complex issues regarding hardware
Resolve complex issues regarding software
Resolve complex issues regarding operating systems
Resolve complex issues regarding mobile devices
or operations problems
Make recommendations for future additions
Assign and escalate support tickets
Answer IT Support calls
Resolve technical problems
Monitor IT support ticket system
Communicate ticket status to customers
Design Standard Operating Procedures
Document Standard Operating Procedures
Monitor ITSM ticketing queues
Perform adds/moves/changes
Guide junior technicians
Assist in departmental training
How You'll Work.
Team & Collaboration
Work collaboratively with other technical teams; Guide junior technicians; Assist in departmental training
Communication Scope
Excellent written and verbal communication skills; Communicate with customers the status of tickets
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