Service Desk Specialist I

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

Position Summary

The Service Desk Specialist is GENERALLY SKILLED in all areas of the front-line IT customer support.

Provides first level Service Desk support to STERIS employees for end user problems and requests. Provides remote computer support to USA and Global facility and home based users. Uses problem recognition, research, isolation and resolutions steps to diagnose hardware, software and business application problems. Performs wireless device support. Monitors and responds to problems assigned in a ticketing system recording conversations and troubleshooting in detail. Assists with training customers on desktop applications, software, and hardware platforms. Escalates problems to appropriate I.T. resources when needed. Participates in on-call rotation of Service Desk after-hours support.

Performs basic administration activities for user setup of network accounts, computer accounts and business application accounts. Provides wireless device configuration and administration. Creates and maintains standard operating procedures and knowledge base articles.

Professionalism and cooperation when working with customers, team members and management is essential.

Duties

End User Support – 90%

• Perform wireless device troubleshooting.
• Diagnose hardware, software and business application problems.
• Escalates when needed; notifying appropriate I.T. resource.
• Assists with training customers on desktop applications, software\hardware platforms.
• Keeps detailed record of customer conversation and troubleshooting steps to resolve an issue.
• Provides phone support for end user problems and requests.
• Provides support for facility, remote facility and home based users.
• Uses appropriate problem recognition, research, isolation and resolution steps.
• Provide first level Service Desk support to STERIS employees.
• Monitors and responds to ticketing system assignments.
• Perform computer hardware and software related repairs.
• Participates in on-call rotation of Service Desk after-hours support.
• Provides support for USA and other global facilities.

End User Administration - 10%

• Basic user setup for network accounts, computer accounts, business application accounts.
• Creates and maintains standard operating procedures and knowledge base articles.
• Configures and deploys mobile devices and performs wireless administration.

Duties - cont'd

Education Degree

Required Experience

• At least one year of experience in an IT technical support position.
• Experience in a support call center.

Required Skills

Required Skills:

• Soft skill proficiency – SKILLED
• Able to multi-task and seek out the appropriate resources independently to resolve issues.
• Technical proficiency – GENERALLY SKILLED
• Self-starter who adapts readily to changes in workload, staffing and scheduling
• Telephone etiquette with professional verbal and written communication skills
• Able to receive formal/informal training and retain the information so that it may be applied later at an independent level.
• Listening and questioning skills
• Account Management:

ii. Password

iii. Joining computers to Active Directory

• Windows Operating System, current and prior versions
• Software:

ii. Microsoft Office including Outlook

iii. Spyware and virus software

• Hardware:
• Computer - laptop, tablet and desktop

ii. Wireless – smart devices

STERIS is a leading provider of products and services that meet the needs of growth areas within Healthcare: procedures, devices, vaccines and biologics. We exist to fulfill our MISSION TO HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD. STERIS is a $3B, publicly traded (NYSE: STE) company with approximately 16,000 associates and Customers in more than 100 countries.

If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.

STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law. We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.

The full affirmative action program, absent the data metrics required by

• 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.