Helpdesk Administrator

As our Help Desk Adminidtrator you will serve as the tier-1 support resource to business units for the purpose of relationship, support, risk, and service management. You will own the delivery of mutually agreed upon Service Legal Agreements (SLA’s) to the business units, as well as sound service management protocols within the IT department. 

This position requires attention to detail, a deep commitment to end-user satisfaction, and experience working with other individual contributors and driving process improvement. The successful candidate for this position must have help desk local/remote experience, a customer service mindset, and excellent communications skills.

Working from our Waltham, MA headquarters, you will be responsible for day to day management of all vendor partnerships in relation to ordering and equipment repair. Timely procurement and repair turn-around are key factors to success in this position. 

Vicarious Surgical is a next generation robotics company developing a disruptive technology with the goal of increasing the efficiency of surgical procedure, improving patient outcomes and reducing healthcare costs.

Responsibilities

• Follow and maintain service level agreements with the business unit leaders and maintain/improve internal service standard operating  procedures.
• Oversee the processing of incoming requests to the Help Desk via walk-up, telephone, and email to ensure accurate, timely service delivery within mutually agreed SLA’s.
• ­Owns the employee onboarding/offboarding processes ensuring that users, resources, and tools are properly provisioned/deprovisioned.
• ­Maintain regular communication with all IT team members to ensure that IT- delivered services and end-user expectations are aligned.
• Leverage the use of a knowledge repository to share information among all levels of IT service and support.
• Promote self-service tools as mechanisms to improve end-user satisfaction and reduce costs.
• ­Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on support service offerings.
• ­Quickly and accurately inform end-users of planned and unplanned outages, act as the central point of contact for service updates, and provide timely guidance on the return of service outages.
• ­Perform end-user satisfaction surveys (transactional and periodic), and develop action plans to address areas needing improvement.

About You

• 3 + years of experience in a support function with either a degree or relevant certifications
• 5 + years in an IT service and support function with no degree or related certifications
• Ability to serve at both hands-on/local, and remote support scenarios
• Application environment consists of both on-prem and cloud based systems
• Must be skilled with MS Office Suite of applications, anti-virus/spam/malware and other standard desktop related software
• Ability to troubleshoot TCP/IP Networks, including VPN, wireless, and broadband technologies
• Experience with Laptop & Desktop Hardware troubleshooting and repair.
• Experience with current M.S., Mac, Linux/Unix OS. Google Suite, M.S. Office, Active Directory, SSO, MFA, and cloud platforms.
• Experience with engineering apps/platforms such as CAD, SolidWorks/PDM, UML, Visio, or others helpful.
• Collaborative “team” mindset
• Strong oral and written communication skills
• Ability to learn and adapt to new technologies through training, self-advancement, and collaboration with peers

Certificates, Licenses, Registrations

• MCSE or equivalent a plus
• Comp TIA A+, ITIL (Information Technology Infrastructure Library) certification a plus
• Membership in HDI or other support resources a plus

Together, we share a love for learning and we are passionate teachers.  As a company, we set ambitious goals and individually, we share in that ambition. At the office, we enjoy each other’s company during monthly social, catered lunches and company celebrations.

Please note that at Vicarious Surgical, we follow COVID-19 safety protocol, which may include compliance with vaccination, testing and masking requirements.