HELP DESK SUPPORT III

Description

Who We Are

At KLS Martin, we offer a unique opportunity to contribute to the success of a dynamic and thriving company whose products are used daily across the world to help surgical patients. 

The KLS Martin Group is a worldwide leader in creating surgical solutions for the craniomaxillofacial and cardiothoracic fields. Surgical innovation is our passion, and we are constantly working with surgeons to improve surgical care for their patients. Our product portfolio includes titanium and resorbable implants for reconstruction, innovative distraction devices to stimulate bone lengthening, over 4,000 surgical instruments, and other surgical products designed specifically for CMF and cardiothoracic surgeons. 

KLS Martin is an innovative leader in the treatment of CMF deformities and trauma cases. We use Individual Patient Solutions (IPS) by using our proprietary IPS products where CT scans are used to custom design implants that are created specifically for that individual patient.  This technology allows our surgeons to provide the best-in-class treatment for their patients.

KLS Martin Guiding Principles

• Established, Privately Held Business Group – Responsive to customers, not shareholders. KLS Martin has manufactured medical products since 1896, and we have sold our products in the United States under the KLS name since 1993. We have always been, and always will be, privately owned.
• Patient Focus – We design products with the patient in mind – CMF, Thoracic & Hand
• Product to Table – Integrated planning, design, manufacturing and distribution process
• Educational Partner – Our primary focus for support is on education
• Inventory Alliance – Inventory management is critical to patient treatment/outcome
• Surgical Innovation is Our Passion – More than just a tagline

What We Offer

• We provide full-time employees with a competitive benefits package, including paid parental leave
• In-house training and professional development opportunities
• A culture of creativity and innovation by drawing on diverse perspectives and ideas to drive surgical innovation

Job Summary

The Help Desk Support III responsibilities include front-line support of IT-managed systems for both local and remote end-users, including desktop/laptop support, support for mobile devices, applications, and manufacturing hardware. You will also create and manage user accounts in the local Active Directory and Azure Active Directory, along with advanced end-user troubleshooting.

Excellent communication skills and patience are necessary. The Help Desk Support III must effectively communicate technical issues and resolutions with non-technical team members. This position requires demonstrated advanced troubleshooting skills, emphasizing quick resolution to minimize end-user downtime. The role will also help create technical documentation for end-users and document issues and resolutions in our ticket management system and technical documentation.

Essential Functions, Duties, and Responsibilities

Technical Support:

• Install and maintain OS (Windows 10 and 11) installation/imaging on all desktops, laptops. Installation is not limited to manual installation; it can be scripted using pre-built images.
• Knowledge of user provisioning in local AD and AzureAD/Exchange Online. 
• Maintain/Monitor desk phones, smartphones, desktops, laptops, printers & mobile devices.
• Ensure systems availability and support of AD and basic file share permission troubleshooting.
• Familiar with networking including IP addressing and subnetting.
• Knowledge of basic servers and NTFS file permissions.
• Must have experience in automated patch management.

Project leadership and Continuous Improvement

• Report project progress to team lead.
• Participate in defining project requirements, timelines, and deliverables.
• Identify opportunities for process improvements and implement best practices.
• Drive initiatives to standardize, enhance, and optimize processes.
• Prioritize and complete projects within deadlines.

Other:

• Willing to work on weekends, holidays, and after hours as necessary or desirable to meet business needs.
• Must be able to participate in regular after-hours on-call support rotation.

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Qualifications

Educational and Experience Requirements

• Bachelor’s degree in Computer Science, Information Technology is preferred.
• 4 to 5 years of experience in advance Desktop and Laptop Support
• MCP Certification is required, and MCSA Windows/Servers certification is preferred.

Knowledge, Skills, and Abilities

• Ability to work with in a supervised environment.
• Excellent written and verbal skills
• Must be able to lift or move up to 25-pound weight if necessary.
• Willing to travel up to 10% if necessary.
• Customer oriented mindset.

 Skill Requirements

• Typing/computer keyboard
• Utilize computer software (specified above)
• Retrieve and compile information
• Maintain records/logs
• Verify data and information
• Organize and prioritize information/tasks
• Operate office equipment
• Verbal communication
• Written communication
• Research, analyze and interpret information
• Investigate, evaluate, recommend action
• Basic mathematical concepts (e.g. add, subtract)

Physical Requirements

• Sitting for extended periods
• Standing for extended periods
• Extended periods viewing computer screen
• Walking
• Reading
• Speaking
• Hear/Listen
• Maintain regular, punctual attendance
• Lifting/carrying up to 20 pounds various items
• Repetitive Motions
• Pushing/Pulling
• Bending/Stooping
• Reaching/Grasping
• Writing

Hazards

• Normal office environment

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

KLS Martin is a drug-free employer