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For your reference, we have included the original job posting below.
IT Help Desk Job
Job Number:
25359396
Company Name:
Medtronic
Job Location:
Fridley, MN US
Job Category:
Information Technology
IT Help Desk Job
IT Help Desk
Requisition 73077 Category Information Technology Business Shared Services IT Division Infrastructure Location USA-MN-Fridley Relocation Relocation eligibility to be determined Job Type Full Time - Regular Exempt/Non-Exempt Non-Exempt Shift First Travel Percentage 0% Experience Required 2 years Education Required GED/High School Graduate
Medtronic is an Equal Opportunity/Affirmative Action Employer
Position Description
Provide phone and electronic technical support to internal clients and ensure the optimal client experience through a) superior service, b) quality resolution, c) returning the client to productivity as quickly as possible and, d) adhering to signed service level agreements with Business Units.
Position Responsibilities
Resolve client technical issues: o Provide phone and email-based technical support for software (internally developed applications, productivity applications, computer operating systems, and internet applications) and hardware (printers, desktops, laptops, drivers, monitors, and PDAs). o Determine effective resolution of issues by troubleshooting and analyzing computer system errors of moderate to difficult scope where analysis of situations or data require an in-depth evaluation o Isolate and determine root cause of technical problems based on client input and remote management technology o Determine business impact of problem based on Business Unit criteria o Interact with internal and/or external escalation resources to resolve complex technical issues o Record pertinent information about all incidents and resolutions to ensure client satisfaction Create and update knowledge base content to improve service to clients including: written procedures, tips, reports, and other support related material Acquire and maintain knowledge on newly purchased and existing supported desktop software, hardware, and systems Recommend current supported software applications and hardware appropriate to best meet client requirements May assist with the testing of new or upgraded PC software and hardware releases as requested May work on projects or tasks to develop and/or address process improvements, customer service, training, knowledge transfer, reports, and documentation May coordinate communication and troubleshooting to determine impact of major system outages which effect the entire organization Other responsibilities and tasks as assigned by Management
Basic Qualifications
Customer service: Client-oriented telephone and email/chat abilities which grant the ability to respond quickly, competently and patiently to client requests Communication: Excellent oral and written communication, ability to communicate complex technical information to non-technical audiences Problem-solving: Gathering information, analytical thinking, troubleshooting, offering quality solutions Interpersonal: Conflict resolution, team work Adaptability: Works logically under pressure, can work in a changing environment and deals successfully with stressful situations EDUCATION REQUIRED Bachelors degree OR 8 years of work experience in lieu of a 4 year degree or a combination of work and education to equal a 4 year degree.
YEARS OF EXPERIENCE 1+ years experience in a helpdesk or call center environment 2+ years experience in an IT Support environment
SPECIALIZED KNOWLEDGE REQUIRED Experience using or supporting the following applications and technologies: Windows 2000 & XP Microsoft Outlook 2000 & 2003 Microsoft Office 2000 & 2003 Remote management tools Active directory administration Virtual private network Office productivity tools Web-based applications Wireless networking TCP/IP Mobile Handheld Devices Palm, PocketPC, BlackBerry, Goodlink
Desired/Preferred Qualifications
A+ Certification and/or any Microsoft Certified Professional from the MCSE track preferred ITIL Foundation or Masters Certification preferred
Physical Job Requirements
Good sight, hearing, and speech Ability to use a keyboard, mouse, and telephone simultaneously Lifting moderate weights, less than 50 lbs.
