Desktop Support Analyst, End User Experience

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.

Our mission is to empower our customers to advance healthcare, and our success starts with our teammates. 

Owens & Minor teammate benefits include:

• Medical, dental, and vision insurance, available on first working day

• 401(k), eligibility after one year of service

• Employee stock purchase plan

• Tuition reimbursement

POSITION SUMMARY 

Desktop Support Analyst within the Owens & Minor Global IT End User Experience Team. Provides technical support and troubleshooting for endpoint devices, including Windows 10 & 11 laptops and desktops. Ensures timely resolution of issues to maintain operational efficiency and user satisfaction. As a key member of the End User Experience Team, collaborates with IT leadership to implement and uphold Owens & Minor’s IT strategy, aligning with the overall business objectives. This position will primarily support US-based teammates and will align with typical continental US work hours, however this role will interact and collaborate with a larger global team. 
 

ESSENTIAL JOB FUNCTIONS:   

•   Support the Mission and Vision: Supports the mission and vision of Owens & Minor’s Global Infrastructure Delivery Excellence organization, fostering a business-oriented culture and mindset driven by continual service improvement techniques. 

• Provide Technical Support: Answer and resolve endpoint migration-related requests/incidents over the phone, Teams, remotely, or in-person efficiently and professionally as part of a global Desktop Support Team. 

• Diagnose and Troubleshoot Issues: Offer Level One to Level Three solutions by diagnosing hardware, software, printing, and network connectivity issues, including LAN, WAN, WLAN, and VPN access in a Windows 10/11 and Microsoft Office 365 environment. 

• Configure Endpoint Devices: Configure endpoint hardware/software, including desktops and laptops, ensuring proper setup and functionality. 

• Manage Incident Resolution: Proficiently manage the resolution of inbound requests and/or incidents, balancing the need for customer service and issue resolution. 

• Communicate Technical Concepts: Effectively translate moderately complex technical concepts into easy-to-understand language to assist non-technically oriented customers. 

• Record Interactions: Record all interactions with customers in an incident management tracking tool (ServiceNow) to ensure accurate documentation and tracking of issues. 

• Install and Update Software: Oversee the installation and update of computer software on end-user computers as needed. 

• Respond Timely: Respond to requests in a timely manner to ensure minimal disruption to end-user productivity within expected SLAs. 

• Collaborate with Teams: Coordinate and escalate issues to other teams as needed, providing feedback to ensure an excellent customer service experience. 

• Stay Informed: Stay abreast of new technologies and platforms, providing recommendations on emerging technologies that should be considered within the EUX Endpoint Lifecycle Management. 

• Support Special Projects: Provide support on special projects and initiatives as business needs evolve, such as Windows 10 to Windows 11 migration. 

• Maintain Best Practices: