Sr IT Service Desk Technician I

GROW WITH US:

Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and their healthcare providers through a positively different experience. We’d love for you to team up with us to “innovate every day,” put “people first,” and take a “no-shortcuts” approach that has propelled us to become a leader in the diabetes technology industry.

STAY AWESOME:

Tandem Diabetes Care is proud to manufacture and sell the t:slim X2 insulin pump with Control-IQ technology. We’re also so much more than that. Our company’s human-centered approach to design, development, and support delivers innovative products and services for people who use insulin. Since many of our own team members live with type 1 diabetes, or have a loved one impacted by diabetes, the work is personal, and we are committed to the cause. Learn more at tandemdiabetes.com.

A DAY IN THE LIFE:

End User Support:

• Installs, configures, tests, maintains, monitors, and troubleshoots end user workstation hardware, software, networked peripheral devices and software products.
• Responds to and triages Service Desk requests and incidents via phone and ticketing system to meet business SLA’s.
• Escalates unresolved problems to IT Management.
• Documents common problems and fixes and provides ticket status updates to IT management.
• Administers Active Directory and Exchange (email) accounts.
• Tracks software licenses and manages company wireless account.
• Provides end user support for all PC- based applications.
• Receives ticket escalations from IT Technicians and takes ownership of issues until resolution.
• Participate in off shift on-call rotation with designated team members.
• Create and maintain knowledge base articles accessible to IT support staff as well as the end-user population.
• Coordination and setup of accounts for external users or contractors to provide appropriate access.

Information Systems Support:

• Performs analysis, diagnosis, and resolution of complex PC and network problems for a variety of end users, and recommends and implements corrective hardware solutions, including off-site repair as needed.
• Monitors network access, addresses data security, password generation and file access to forecast potential access risks.
• Assists in research of tools and processes to identify usage and capacity troubles as they develop and may assist in developing long-range plans to address problems.
• Assists in developing corporate standards for desktop computer software and hardware and conducting reviews to ensure compliance to standards.
• Assists in developing and producing installation documentation for the most complex applications.
• Supports, monitors, tests, and troubleshoots hardware and software problems pertaining to Desktop/Laptop computers in a Microsoft Windows/Office environment.
• Provides leadership, training, and guidance to IT technicians on troubleshooting advanced issues.
• Ensures compliance with company policies, including Privacy/HIPAA, and other legal and regulatory requirements.
• Other responsibilities as assigned.

YOU’RE AWESOME AT:

1. Knowledge, skills & abilities

• Technical knowledge of network and PC hardware.
• Ability to identify and troubleshoot network connectivity.
• Ability to identify software issues and install and configure various pieces of software.
• Working technical knowledge of current network protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories.
• Ability to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC issues and products as required.
• Ability to present ideas in user-friendly language.
• Strong customer-service orientation.
• Skilled at presenting information in a clear, concise manner to all levels within the department.
• Skilled at contributing on a consistent basis to team initiatives in a thorough and timely manner.
• Ability to react to changing situations in a timely, calm, and confident manner.

2. Minimum certifications/educational level

• B.S. in computer science or an equivalent combination of education and applicable job experience.

3. Minimum experience

• 3+ years hands on experience with PC workstations and servers in a medium LAN/WAN environment.
• Hands-on PC and Network hardware configuration and troubleshooting experience.
• Experienced with