We anticipate the application window for this opening will close on - 17 Jul 2025

 

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life

This Technical User Support Analyst position will provide support for resolving client technical issues to return the client to productivity as quickly as possible, adhere to service level agreements with Business Units, and lead/implement projects and process improvements.

Will work on related support projects for local site and Global IT MFG/Lab support team as required. Provide customer service to diagnose and fix problems related to computing hardware, workstation deployment, software, account administration, network, process, and other related equipment used in lab and manufacturing areas. Collaborate with others in local IT group and global IT groups in overlapping technologies and support as needed as well on on-call support. Traveling to other Medtronic sites as needed. Use Medtronic Service-Management tool for all break-fix and service request support.

If you have a passion to work with various teams globally to get things done in a dynamic environment and cutting-edge technologies involving manufacturing and lab specific services and technologies, then this is a job for you!

Primary work for this position will be in Memphis, TN. No relocation assistance is available.

Responsibilities may include the following and other duties may be assigned.

• Resolves technical problems that originate by telephone in a call center/help desk environment.

• Uses expertise in customer service and technical knowledge gained from previous experience to resolve issues surrounding the installation, usage, and training of customers on software and/or hardware products.

• May work with technical, sales, customer service or marketing staff to resolve recurring problems and issues with products.

• Provides technical support to users for either PC, server or mainframe applications and hardware.

• Answers questions regarding system procedures, on-line transactions, systems status and downtime procedures.

• Interacts with network services, software systems engineering and/or applications development in order to restore service and/or identify problems.

• Maintains a troubleshooting tracking log ensuring timely resolution of problems.

• Recommends systems modifications in order to reduce user problems.

• Function Specific: Ability to use a variety of end user support processes deployed by Medtronic such IT Service Management (ServiceNow), Communication and Collaboration (Outlook, Microsoft Teams, Zoom) to resolve technical issues.

• Technology: Understanding of an end user's experience and challenges using the technology and service.

• Acquire and maintain knowledge on IT services and solutions that customers use.

Required Knowledge and Experience: Requires practical knowledge and demonstrated competence within job area typically obtained through advanced education combined with experience.
2+ years of experience with a high school diploma or equivalent.

Nice to Have

• Windows operating system experience

• Imaging experience

• Capture new processes w/ screen shots

• Customer service help desk/customer interaction experience

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. 

The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role.

Benefits & Compensation
 

Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the