IT Support Specialist II

Abiomed, part of Johnson & Johnson MedTech, is a leading provider of medical devices that provide circulatory and respiratory support, with a mission of recovering hearts & saving lives. Abiomed's "Patients First!" culture drives our skilled workforce and strong relationships with clinicians. Our innovative product portfolio and robust pipeline provide us the incredible opportunity to bring lifesaving technology to more patients around the world than ever before. Founded in 1981, Abiomed has a proven track record for growth, integrity and innovation.

I Am Abiomed | I Am Heart Recovery | Patients First!

The IT Support Specialist II role is a member of our Help Desk team that provides primary level support for all technology issues. This role has a high level of direct interaction with other Abiomed employees both onsite and remotely in the field.

Job Functions:

• Respond to end-user requests and concerns in a timely, courteous manner. Prepare laptops and mobile devices for employees.
• Provide support for conference room and AV.
• Install and troubleshoot Microsoft Office 365 software (Outlook, Word, etc).
• Support Active Directory accounts/computers and internet functions. Support MS Teams user collaboration. Konica printer/copier support.
• Provide technical support for Windows 10.
• Manage asset and peripheral inventory and assist in procurement.
• General application and hardware technical support (Dell laptop hardware).
• Provide basic network and server support and interact with Infrastructure team resources. Execute change management and compliance processes.
• Produce appropriate documentation for end user and internal knowledge base.
• Adhere to incident handling/support procedures, provide incident queue support, and meet minimum SLA and customer feedback performance requirements.
• Participate in rotational TechHub support desk, incident triage, and on-call support programs. Executive level support as required.
• Provide transparent and effective communication to the business functions.
• Maintain effective relationships with vendor and industry peers to keep informed of evolving practices.

Job Requirements:

• Degree in Computer Information Systems preferred.
• Outstanding customer service skills, including a passion to exceed support expectations and patience when working with non-technical users.
• Demonstrated analytical, issue identification, troubleshooting, and creative problem-solving abilities; ability to learn new systems and information quickly.
• Experienced with PC, Windows/MAC operating systems, network, and internet.
• Experienced with O365 enviroment.
• Eperienced with Apple iOS, Android OS and other mobile devices.
• Basic knowledge of audio signaling.
• Knowledge of Service Now ticketing system or other support ticketing system.
• Ability to trouble-shoot and solve a wide variety of technical problems. Self-starter: Ability to work independently and as part of a team.
• Ability to work in fast paced, dynamic environment with competing priorities. Ability to multi task daily.
• Flexibility in working schedule: early morning (7AM-4PM) or late shift (10AM-7PM) coverage.
• Able to participate in on-call rotation for weekends with the team. 8 am - 8 pm Saturday and Sunday.

Abiomed is an Equal Opportunity Employer committed to a diverse workforce. Abiomed will not discriminate against any worker or job applicant on the basis of race, color, religion, gender, gender identity, national origin, ancestry, age, sexual orientation, gender identity, marital or civil partnership status, pregnancy, gender reassignment, non-job related mental or physical disability, genetic information, veteran status, military service, application for military service, or membership in any other category protected under law. Abiomed maintains a drug-free workplace.