Executive IT Support

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints. As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible. Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves. Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential. Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

Job Description

Primary Function of Position:

The Executive IT Support Technician is the first line of escalation for any issues or questions from Executives, the Intuitive Leadership Team, Executive Admins, Business Unit Leaders, and VIPs. They are responsible for documenting and improving Tier I processes and training and ensuring compliance with processes. Additional responsibilities include overseeing the day-to-day Executive, AV, Meeting, and Event support functions.

Roles and Responsibilities:

• This position has responsibility and authority for:
• Respond to requests for IT assistance from the Senior Management team comprising of Executive VPs, Sr. VPs, and executive admins
• Interface with ISI employees in support of corporate events and meetings
• Provide a white-glove experience supporting events and meetings
• Provide day-to-day support and supervision to Tier I support personnel to address questions regarding ticket escalations, policy, procedures, etc.
• Mentor IT Support personnel to achieve SLAs, Stated Goals & Stretch Goals
• Manage the group scheduling to effectively meet meeting support coverage expectations and preventative maintenance daily, including remote and off-site events, technician training sessions, and sick and vacation absences.
• Produce and make available shared knowledge and tools that will help Tier I’s function in their roles to resolve first-level tickets/calls from corporate and field-based ISI employees.
• Knowledgebase articles (identify, write, approve, publish)
• Disseminate new information to the team or group
• Work with vendors and colleagues to produce and disseminate new process steps and information
• Example: Zoom, Media platform, etc.
• Develop and revise Tier I procedures as necessary
• Attend Strategic Forums, Meetings, and Events planning, support meetings, and communicate with all partners and collaborators, including remote counterparts.
• Identify needs for Tier I that may be addressed by the Project role.
• Assist local IT service desk with user issues as needed for meeting and event support
• Provide IT Service, A/V, and Video Teleconferencing (VTC) support for local and remote meetings or events as required
• Respond to issues by troubleshooting and resolving problems with A/V and video conferencing technology in local and remote sites
• Build relationships with key stakeholders and internal customers to ensure they are successful when making use of technology
• Maintain tickets by assigned status with updates and follow-up as required within specified service level agreement (SLA) urgency
• Manage calendar assignments for meeting support and coordination of testing and maintenance with other A/V Support Technicians regularly
• Assemble reports and paperwork as required for documentation or recording customer and vendor interactions
• In available free time, work with IT support team to assist as needed
• Work with vendor or manufacturer teams, project managers, or parts and service departments to ensure timely coordination of system and part installation, repair, and maintenance
• As needed, work alone and with larger teams to identify and resolve issues related to:
• Audio and Video Teleconferencing (VTC) systems (including hardware, control systems, programs, and DSP systems)
• Projection, Display, and Digital Signage Systems
• Video Wall Display Systems
• RF Assistive Listening Systems
• Remote Monitoring
• Unified Communications systems
• IT & A/V Technologies and Infrastructure

Qualifications

Skill/Job Requirements:

Competency Requirements: (Competency is based on: education, training, skills, and experience.)

To adequately perform the responsibilities of this position, the individual must:

• Minimum Bachelor’s degree or equivalent work experience.
• Minimum five years’ experience supporting Audio Visual hardware and software
• At least five years’ experience supporting Meeting Support and Events, including tools of the trade such as Zoom, Cisco WebEx, and other collaboration platforms
• Must be able to work independently and self-directed, and within a team
• Experience training and mentoring new IT Support personnel
• Must have strong organizational skills and excellent verbal and written communication skills
• Experience with meeting collaboration software and systems required, Zoom and Cisco experience desired
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals required
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, and diagram or schedule form
• Occasionally required to lift 50 plus lbs.
• Unified Communications and Telepresence Systems Knowledge desired
• Experience supporting a Windows domain environment and operating systems desired
• Strong skills in support of Apple hardware and OS desired
• Experience supporting Microsoft Office suite is required and Office365 platform a plus
• Experience in using IT Service Management tools such as ServiceNow or Remedy desired
• Experience with networking and remote access, including virtual private networks, telecom, and business applications a plus
• Experience with supporting Dell, HP, and Apple tablets, laptops, and desktop computers such as Surface Pro and iPads in addition to mobile devices a plus
• Must have strong organizational skills and excellent communication skills, both verbal and written
• Weekend and non-business hour support rotation and occasional travel out of state is required

Additional Information

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19. Details can vary by role.

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

Shift : Day

Travel : 25% of the time

Travel Requirements:25% of the time Shift:Day