Operations Technical Systems Support Analyst

At MIMEDX, our purpose starts with helping humans heal. We are driven by discovering and developing regenerative biologics utilizing human placental tissue to provide breakthrough therapies addressing the unmet medical needs for patients across multiple areas of healthcare. Possessing a strong portfolio of industry leading advanced wound care & surgical products, we are committed to making a transformative impact on the lives of patients we serve globally.

 Will you join us on this journey?  

POSITION SUMMARY:

The Production IT Support Analyst is responsible for effective provisioning, installation, configuration, operation, and maintenance of end-user hardware, software and related infrastructure for the production laboratory environments. This support includes, but is not limited to, software, PC, mobile device, scanner, hand-held devices and display monitors for Operations information. This role requires adherence to SOPs and good documentation skills.  The Production IT Support Analyst is a customer-facing role, and requires excellent prioritization, responsiveness, and customer service, along with excellent verbal and written communication skills.     

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Install, upgrade, support and troubleshoot Windows OS, Microsoft Office Suite, and other end user device operating systems.
• Install, upgrade, and configure PC, mobile devices, headsets, printers, scanners, and other peripheral equipment.
• Managing documentation hardware moves and repairs via the Enterprise Quality Management System.
• Supporting IT systems used in the lab\production facilities including Final Packaging.
• Acts as liaison between IT and production operations teams.
• Performs general preventative maintenance tasks on all equipment including bios, operating system service patches, application software patches, and critical security patches.
• Performs remedial repairs on PCs, printers and any other equipment. Return defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels. 
• Customize desktop hardware and software to meet user specifications and site standards
• Perform password, PIN and other account locking\unlocking and resetting as needed.
• Provide level 1 & 2 support.
• Escalation of issues to 3rd party support companies.
• Printer setup and troubleshooting.
• Coach and support leadership in use and troubleshooting of routine systems
• Develop and restructure operations share drive architecture and information sharing.
• Support Processing leadership team in driving process improvements
• Assist with monthly PMs, SBWeb, Tulip, MQ1 and PasX testing, SOP updates, quarterly inventories, and collaborative efforts with Facilities, Distribution QE, QA, QC, etc.
• Perform any additional processing tasks to ensure the monthly production plan is met
• Support operational use of PasX, to include troubleshooting, adding employee access, changing/upgrading employee group, and minor MBR configuration changes
• Communicate needs from the shop floor to leadership
• Maintain display information on monitors displays in Yodeck.

PROBLEM SOLVING:

• Performs simple, routine work
• Selects correct processes from clearly prescribed rules, past practices, SOPs, past practices or instruction
• Seeks advice and guidance on non-routine or problem areas from supervisor. Any deviations from the norm are cleared by the supervisor
• Participating on Ops Tier system

DECISION MAKING/SCOPE OF AUTHORITY:

• Under close supervision, exercises limited latitude/independent judgement and decision making
• Work typically involves detailed checks or close review of output by a senior coworker and/or supervisor

SPAN OF CONTROL/COMPLEXITY: 

• Entry level support role requiring basic skills; can perform some of the basic tasks within the function; some impact at the job or department level

EDUCATION/EXPERIENCE:

• BS in Computer Science, business, or equivalent education/training/experience
• Professional certification preferred
• Experience with a variety of hardware and operating systems
• 1-2 years of experience in a helpdesk environment

SKILLS/COMPETENCIES:

• Good Documentation Skills
• Good Interpersonal communications skills (written/verbal)
• Analytical, problem-solving, and troubleshooting skills
• Excellent customer service skills
• Demonstrated ability to multi-task and manages priorities. 
• Demonstrated teamwork skills.
• Works well in a team environment. 
• Uses initiative and is proactive.
• Well organized and can manage own workload/priorities. 
• Flexible and can occasionally work outside of normal working hours
• Microsoft 365 (Excel, Power Point, Words, Etc.)

WORK ENVIRONMENT/EXPECTED BUSINESS TRAVEL:

The work is 85% performed in a Laboratory environment.