ESSENTIAL TASK AND DUTIES INCLUDE:
- 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.
