Associate Technical User Support Analyst at Medtronic in Duluth, Georgia

Job Description:

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You'll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life
As a Service and Repair Associate Technical User Support Analyst (ATUSA) you will support internal and external customer with Endoscopy medical devices in providing patient care via telephone calls and email.

In-Office role requires the individual to work onsite when necessary at the Medtronic facility located in Duluth, Georgia or Lafayette, Colorado

Bring your talents to an industry leader in medical technology and healthcare solutions - we're a market leader and growing every day. You can be proud to be a part of technologies that are rooted in our long history of mission-driven innovation. You will be empowered to shape your own career. We support your growth with the training, mentorship, and guidance you need to own your future success. Together, we can transform healthcare.

Join us for a career in IT that changes lives.

Medtronic is committed to fostering a diverse and inclusive culture. Check out the accomplishments of our Women in IT group! http://bit.ly/MedtronicWomeninIT

CAREERS THAT CHANGE LIVES
We believe that when people from different cultures, genders, and points of view come together, innovation is the result -and everyone wins. Medtronic walks the walk, creating an inclusive culture where you can thrive.

Responsibilities may include the following and other duties may be assigned.

• Resolves technical problems that originate by telephone in a call center/help desk environment.


• Uses expertise in customer service and technical knowledge gained from previous experience to resolve issues surrounding the installation, usage, and training of customers on software and/or hardware products.


• May work with technical, sales, customer service or marketing staff to resolve recurring problems and issues with products.


• Provides technical support to users for either PC, server or mainframe applications and hardware.


• Answers questions regarding system procedures, on-line transactions, systems status and downtime procedures.


• Interacts with network services, software systems engineering and/or applications development in order to restore service and/or identify problems.


• Maintains a troubleshooting tracking log ensuring timely resolution of problems.


• Recommends systems modifications in order to reduce user problems.


• Function Specific: Ability to use a variety of end user support processes deployed by Medtronic such IT Service Management (ServiceNow), Communication and Collobration (Outlook, Microsoft Teams, Zoom) to resolve technical issues.


• Technology: Understanding of an end user's experience and challenges using the technology and service.


• Acquire and maintain knowledge on IT services and solutions that customers use.

MUST HAVE (Minimum Qualifications)
• 5 years call center/technical helpdesk/desktop support experience.
• 5 years PC/Desktop support experience.
• Ability to read, analyze and interpret, technical procedures, specifications, schematic and governmental regulations.
• Able to maintain composure and positive attitude during difficult times.

ASSOCIATE LEVEL:
• 0+ years of experience with a bachelor's or advanced degree

NICE TO HAVE (Preferred Qualifications)
• Bachelor's degree.
• Mobile application support background.
• Practical experience with working with active directory.
• Previous experience with medical device.
• 2 years+ SAP experience.
• 2years+ Salesforce.com experience.

SPECIALIST CAREER STREAM: Typically an individual contributor with responsibility in a professional discipline or specialty. Delivers and/or manages projects assigned and works with other stakeholders to achieve desired results. May act as a mentor to colleagues or may direct the work of other lower level professionals. The majority of time is spent delivering and overseeing the projects - from design to implementation - while and adhering to policies, using specialized knowledge and skills normally acquired through advanced education.

DIFFERENTIATING FACTORS

Autonomy: Entry-level individual contributor on a project or work team.
Works with close supervision.

Organizational Impact: Delivers work of limited scope, typically smaller, less complex projects or related activities.

Innovation and Complexity: Identifies, defines and addresses problems that are not immediately evident but typically not difficult or complex.
Makes minor changes in systems and processes to solve problems.

Communication and Influence: Communicates primarily with internal contacts within immediate group.
Contacts others to gather, confirm and convey information.

Leadership and Talent Management: N / A - job at this level is focused on self-development.

Required Knowledge and Experience: Requires broad theoretical job knowledge typically obtained through advanced education.
0+ years of experience with a high school diploma or equivalent.

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role.

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

Salary ranges for U.S (excl. PR) locations (USD):$48,800.00 - $73,200.00

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

Medtronic benefits and compensation plans

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission - to alleviate pain, restore health, and extend life - unites a global team of 90,000+ passionate people.
We are engineers at heart- putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity here .

It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.

At Medtronic, most positions are posted on our career site for 3-7 days.