IT Regional Support Technician

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 IT Regional Support Technician is an onsite position responsible for supporting hardware and software for engineering, manufacturing lines and corporate users by utilizing best practices as defined and facilitated by the IT Support Services, Infrastructure, Security, and Network departments. The scope of support includes computers, printers, operating systems, infrastructure, AV, network switches and various software used to support business functions engineering and manufacturing process.
This is a full-time role to support the Blacksburg site shifts Mon-Fri 8am-5pm with occasional overtime, weekend, and on call support as required by the business or management.

Essential Job Duties

• Respond onsite to requests for IT assistance directly from site users or as escalated from Tier I or II support. This includes entering manufacturing areas, labs and cleanrooms while adhering to guidelines and requirements
• Be part of a 24x7x365 on call rotation and/or provide after-hours support as needed
• Document, follow, and maintain processes, best practices, knowledge bases, and training materials
• Support all manufacturing IT needs including software,  computers, printers, infrastructure, and other 3rd-party hardware
• Manage or participate in various assigned projects as needed
• Ensure company and departmental goals are met completely and on time
• Communicate with management to provide timely reporting of issues, status, and resolutions
• Coordinate with Business Applications, Network, Security, Infrastructure, Windows, and Facilities teams to facilitate issue resolution and project completion
• Support core domain services such as DHCP, DNS, Group Policy, Azure, etc. in an Active Directory environment
• Use system imaging infrastructure to build and deploy new computers
• Install, configure, and setup hardware and software, troubleshoot issues
• Conduct and maintain inventory counts to ensure accuracy and compliance with processes

Qualifications

Required Skills and Experience

• Minimum Associate degree or equivalent work experience is required 
• Minimum 3 years’ experience supporting a Windows operating system computing environment, Linux OS experience highly desirable
• Demonstrable troubleshooting skills using a methodical approach
• Well-developed customer service, time management, and organizational skills
• Excellent communication skills both verbal and written including grammar, spelling, punctuation, and formatting for readability
• Attention to detail when following instructions and writing documentation
• Strong knowledge of Microsoft Operating Systems required
• Experience supporting an Active Directory environment and various business applications
• Understanding of Organizational Units (OUs), Group Policy Objects (GPOs), Distribution and Security Groups
• Ability to repeatedly lift 50+ lbs. to workbench/desk top height
• Weekend and non-business hours support required as needed
• Relevant certifications such as CCENT or higher, various MCITP, Security+, A+, and ITIL are desired
• Working knowledge of Poly/Zoom Audio Visual communications and hardware is desired
• Should be flexible and able to compl