What are the responsibilities and job description for the Service Desk Specialist I position at STERIS?
At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.
Position Summary
The Service Desk Specialist is GENERALLY SKILLED in all areas of the front-line IT customer support.
Provides first level Service Desk support to STERIS employees for end user problems and requests. Provides remote computer support to USA and Global facility and home based users. Uses problem recognition, research, isolation and resolutions steps to diagnose hardware, software and business application problems. Performs wireless device support. Monitors and responds to problems assigned in a ticketing system recording conversations and troubleshooting in detail. Assists with training customers on desktop applications, software, and hardware platforms. Escalates problems to appropriate I.T. resources when needed. Participates in on-call rotation of Service Desk after-hours support.
Performs basic administration activities for user setup of network accounts, computer accounts and business application accounts. Provides wireless device configuration and administration. Creates and maintains standard operating procedures and knowledge base articles.
Professionalism and cooperation when working with customers, team members and management is essential.
Duties
End User Support – 90%
1. Provide first level Service Desk support to STERIS employees.
2. Provides phone support for end user problems and requests.
3. Diagnose hardware, software and business application problems.
4. Uses appropriate problem recognition, research, isolation and resolution steps.
5. Perform computer hardware and software related repairs.
6. Perform wireless device troubleshooting.
7. Keeps detailed record of customer conversation and troubleshooting steps to resolve an issue.
8. Provides support for facility, remote facility and home based users.
9. Provides support for USA and other global facilities.
10. Monitors and responds to ticketing system assignments.
11. Assists with training customers on desktop applications, software\hardware platforms.
12. Escalates when needed; notifying appropriate I.T. resource.
13. Participates in on-call rotation of Service Desk after-hours support.
End User Administration - 10%
1. Basic user setup for network accounts, computer accounts, business application accounts.
2. Configures and deploys mobile devices and performs wireless administration.
3. Creates and maintains standard operating procedures and knowledge base articles.
Duties - cont'd
Education Degree
Required Experience
1. Two-year degree in Information Technology or equivalent vocational field is preferred.
2. Comptia A Certification is preferred.
3. At least one year of experience in an IT technical support position or related / relevant experience.
4. Experience in a support call center.
Required Skills
1. Soft skill proficiency – SKILLED
a. Telephone etiquette with professional verbal and written communication skills
b. Listening and questioning skills
c. Self-starter who adapts readily to changes in workload, staffing and scheduling
d. Able to receive formal/informal training and retain the information so that it may be applied later at an independent level.
e. Able to multi-task and seek out the appropriate resources independently to resolve issues.
2. Technical proficiency – GENERALLY SKILLED
a. Account Management:
ii. Password
iii. Joining computers to Active Directory
b. Software:
i. Windows Operating System, current and prior versions
ii. Microsoft Office including Outlook
iii. Spyware and virus software
c. Hardware:
i. Computer - laptop, tablet and desktop
ii. Wireless – smart devices
Our Healthcare Customers are federally mandated (by Center for Medicare & Medicaid Services or CMS) requiring vendors to have the COVID-19 vaccination or an approved exemption. There are select Customers who do not accept any exceptions. Unvaccinated Associates may be excluded from working at a Customer site, require routine testing with an approved exemption (if accepted by the Customer) or have limited Customer access impacting their ability to remain employed. Additionally, we may be required to meet state mandates on COVID-19 vaccination, exemptions and/or booster requirements. This position is a Customer-facing role that falls under a state or CMS mandate.
STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 17,000 associates and Customers in more than 100 countries.
If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.
STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law. We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.
The full affirmative action program, absent the data metrics required by § 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.
Salary : $5 - $0
