End User Support Coordinator - Infrastructure and Operations

Changing lives. Building Careers.

Joining us is a chance for you to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us, change equals opportunity. Every day, more than 4,000 of us are challenging what’s possible and making headway to help improve outcomes.

The primary purpose of this role is to provide IT Level 1 and 2 support to the Haifa site including relevant IT compliance, administration of Systems. Support PC hardware and software, imaging, new hire setups, peripheral support and other duties assigned by the Supervisor, I&O.

RESPONSIBILITIES

• Monitor Helpdesk ticketing system.  Provide timely and professional PC and peripheral support via phone, desk-side, or remote connection. Support includes hardware and software installation and troubleshooting, as well as occasional limited end-user education.
• Accept and resolve any Help Desk tickets assigned in a timely manner.
• Conduct initial basic instruction for PC, phone, mobile and application access (Basic training for New Hires).
• Provide after-hours support to end-users and I&O staff, as needed when on call.
• Management of multifunctional and standalone printing devices (paper and label)
• MFG, R&D and Labs systems support such as HMI / SCADA / IO.
• Support remote site under responsibilities of Regional Manager, I&O
• Support validation activities related to MFG process.
• Multifactor Authentication (MFA)
• Windows Intune Mobile Device Management.
• Manage and support endpoint devices (PCs and iOS devices) with SCCM / SCEP / Windows Intune applications.
• Teams Voice administration and support
• Participate in group project and any other necessary task for this function.
• Apply standard corporate workstation image and deploy equipment to new employees.  Re-image existing employee PCs, as needed, without the loss of data.
• Recommend, deploy, and maintain hardware solutions, to include end-user computing, mobile, servers, network equipment, and related devices.
• Follow documented procedures, Integra SOP’s and controls (permission reviews, backups, test restores, patching etc.). Must maintain required evidence of compliance and provide said evidence during SOX testing.
• Create, maintain, and delete Windows Active Directory objects in accordance with company standards.
• Assist supervisor in completing tasks, as requested.
• Data Center management (Environmental Controls, Power, & Cabling)

QUALIFICATIONS

• Associate degree in an Information Technology discipline or equivalent combination of experience and education.
• Bachelor’s degree in Computer Sciences of Information Technology or equivalent combination of experience and education.
• 1 - 3 years’ experience in a similar role, ideally in a multinational or multi-site environment.
• ServiceDesk experience Level 1 and 2 particularly valued.
• Demonstrated knowledge of Windows Active Directory, Microsoft Office Suite, Microsoft Office 365, TCP/IP protocol and Windows desktop/laptop systems.
• Must understand the importance of documenting processes, procedures, and applications in a highly regulated medical devices environment.
• Ability to manage multiple projects, activities, and tasks simultaneously.
• Ability to work independently without close supervision.

PERSONAL COMPETENCIES

• Strong communication and interpersonal skills ensuring the ability to interact with clients, other personnel and peers in a professional manner.
• Fluency in English (spoken and written) is essential.
• Takes a proactive approach to anticipating and preventing issues. Possesses attention to detail, values teamwork, escalates appropriately, shares knowledge and delivers on commitments made.
• Possess good trouble shooting and problem-solving skills.
• Good documentation skills.

Unsolicited Agency Submission

Integra LifeSciences does not accept unsolicited assistance from search firms for employment opportunities. All CVs/resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. A formal written agreement is required before engaging any agency, and it must be executed and authorized by the Vice President, Talent Acquisition. Where agency agreements are in place, introductions (the initial sharing of a candidate’s name, resume, or background) are position-specific and may only occur within the scope of that approved agreement. Please, no phone calls or emails.