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Client Services Analyst - FITS+ - Elkton Maryland
Company: W.L. Gore & Associates Location: Elkton, Maryland
Posted On: 04/25/2024
About the Role: We are looking for a Client Support Analyst to join our Field Information Technology Services (FITS+) Team. This Associate will provide advanced IT support services to Medical Field Sales Associates. The FITS+ role works as part of Gore Medical's IT infrastructure and operations function to provide immediate resolution to IT incidents, providing world class IT support. This position offers multiple work arrangements: on-site at our facility in US East (Newark, Delaware or Elkton, Maryland), hybrid or fully remote work allowedin most locations within the United States, depending upon the responsibilities of the role and business needs. Responsibilities: - Deliver professional, empathetic, and engaged IT client support (laptops, tablets, phones, printers) to Medical Field Sales Associates in the Americas
- Provide outstanding customer support through triage, diagnosis, and accurate response to incidents via remote access, email, phone, and chat
- Manage incidents through resolution, including routing to appropriate groups as necessary
- Assist on more complex web, infrastructure, and applications incidents
- Monitor service level agreements and communicate with other IT groups as appropriate to ensure timely service restoration
- Collaborate with application, hardware, and cloud support specialists to resolve more complex problems
- Cultivate positive relationship between FITS+ team members, global IT Associates, and Sales business functions
Required Qualifications: - Minimum of a Bachelor's degree in Information Technology (or related discipline) and minimum 1.5 years of IT experience in a Client Support or related role OR an Associate's degree and minimum 3 years of experience in diverse first level support for applications, infrastructure, or service desk OR a minimum 5 years of experience in diverse first level support for applications, infrastructure, or service desk
- Experience as an advanced user, or technical support, of Apple iPhones and iPads
- Strong knowledge of ITIL Foundations V3/4
- Deep knowledge of Microsoft Windows 10 or higher with an understanding of PC desktop/workstations and related troubleshooting skills
- Skill in logical and consistent problem solving, with emphasis on resolution of complex technical problems using basic root cause and other program analysis techniques
- Aptitude and desire to serve as a subject matter escalation point for handling select IT-related incidents and/or service requests associated with application, operating system and/or other IT services related symptoms
- Maintain a positive attitude and relationship with internal Associates, team members, and external customers in stressful or demanding situations
- Excellent organizational, personal time management, technology troubleshooting, problem solving, critical thinking, and verbal & written communication skills
- Flexibly to work early or later shift(s), typically falls between 8:00am - 8:00pm EST / M - F
- Ability to travel 10%
Desired Qualifications: |
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