Desktop Systems Specialist 2

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

Roles and Responsibilities:

The Desktop Support Technician (DST) is, on a day-to-day basis, responsible for supporting hardware and software for all corporate and remote employees. The scope of hardware support includes laptops, desktops, printers, cell phones, IP telephony, and other misc. IT related equipment. Software support includes but is not limited to, Windows Operating Systems, Mac environments, Microsoft Office products, local databases, and various ISI corporate business applications.

On a day-to-day basis, the Desktop Support Technician will:

• Respond to requests for IT assistance directly from corporate and field users, or as escalated from Service Desk support
• Troubleshoot and resolve escalated issues from the Service Desk
• Provide escalated Tech:Bar support
• Assist with call support as dictated by volume or need
• Provide immediate support for high priority escalations (phone / in person / video conf.)
• Provide onsite support at customer locations
• Flex schedule remote support while not onsite
• Manage IT request tickets in a Service Management System as assigned in compliance with IT department processes
• Create and / or edit knowledge articles based on support resolutions
• Install business supported applications using IT software distribution technologies
• Provide guidance and assist Service Desk staff with troubleshooting ideology
• Address network services and related issues (port configuration, IP Phone configuration) as needed.
• Resolve identified security issues as required
• Some travel to other corporate offices may be required

Skill/Job Requirements:

• Associates degree in related field or at least 5 years experience supporting Windows and Mac operating system computing environments
• Strong customer service skills/experience required
• Strong knowledge of Windows and Mac environments required
• Experience with network patching, IP configuration, remote access including virtual private networks, IP phone, and business applications preferred
• Experience with server infrastructure and Active Directory desired
• Knowledge or experience working in a KCS environment
• Must be able to work independently and be self-directed 
• Must have excellent organizational, verbal, and written communication skills
• Should be flexible and able to complete projects outside normal daily duties as needed
• Occasional weekend and non-business hour support may be required

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

Mandatory Notices

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

Preference will be given to qualified candidates who do not reside, or plan to reside, in Alabama, Arkansas, Delaware, Florida, Indiana, Iowa, Louisiana, Maryland, Mississippi, Missouri, Oklahoma, Pennsylvania, South Carolina, or Tennessee.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target salary ranges are listed.