The Sr. IT Operations Analyst will demonstrate strong knowledge and developing expertise in end user technologies.
Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.
Strong orientation to customer service and delighting customers
Successfully executes all assignments timely and within acceptable quality levels
Works collaboratively with team members when issues present themselves; does not settle for not knowing the outcome or resolution steps for important issues
Effective communicator and problem solver - documents process and trains team members with ease
Identifies knowledge gaps and closes them; demonstrates consistent intellectual curiosity and drives to learn more and self-develop himself/herself
Perform all job functions consistent with TransMedics policies and procedures
Assist with IT infrastructure improvements for TransMedics. Interact as needed with the IT service provider and TransMedics stakeholders.
Provides timely technical assistance to TransMedics staff concerning the use of computer hardware and software, including office applications, operating systems, printing and hardware installation.
Configure workstations and user accounts, including phone, Ethernet, computer, docking station. Provide equipment and services orientation to new employees.
Facilitate help desk ticket resolution between employees and IT service provider and serve as escalation point to employees with unresolved open tickets
Maintain equipment and software inventory. Coordinate the purchase of new workstation, software and license renewals.
Perform other TransMedics task and duties as required.
Assist with program account creation, account setup and account access.
BACKGROUND AND QUALIFICATIONS:
5+ Years of Experience
Extensive experience with Mac (80%) and Windows (20%) client operating systems and troubleshooting problems with Mac and Windows related software, including:
Microsoft 365
Active Directory Users and Groups
Azure AD
Jamf
Intune
Experience with Endpoint Security software including:
Configuration/deployment management tools such as JAMF, Intune, etc.
Endpoint Detection & Response Tools such as Sentinel One and Microsoft Security
Group Policy
Email security
Solid understanding of network connectivity. Wireless and wired.
Automation and central deployment experience
The ideal candidate will have a primary understanding of designing, deploying and troubleshooting client endpoints.
Strong analytical and deep-dive problem solving skills across multiple disciplines. (HW, OS, Network, etc.)
The ability to prioritize and field service requests and incidents, via ticket, phone and occasional ad-hoc walk-ups individually and assisting team members.
Understand ITIL Concepts (certification is a plus)
IT Service Management tooling (ServiceNow, FreshService, etc.)
Management and deployment experience of 3rd party software platforms and solutions
Vendor management experience
Well organized with strong asset and license capacity planning experience
Ability to deploy and support misc. office equipment (printers, projectors, video conf.).
Experience with physical security management solutions
Excellent interpersonal skills
Flexibility to support after-hours escalation & support
Familiarity with aviation and Part 139 airports a plus
EDUCATION:
Bachelor's Degree in Information Systems or related degree; or equivalent combination of education, training certifications, and experience.