Main Objective:

The User Support Supervisor provides leadership and direction for the Information Services Help Desk function, supervises IT Help Desk Technicians, ensures excellent customer communications, and support of our end users with timely and effective solutions to system's needs. This is a "working supervisor" role requiring this person to provide hands-on phone and technical support to Help Desk customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Supervise Help Desk functions including allocation of personnel toward completing assignments, training, and day-to-day operations of the Help Desk and its staff.
• Work with the Help Desk Manager to accomplish the following:
  1. Prepare timely and accurate performance evaluations.
  2. Monitor performance of HelpDesk Techs to identify problem areas and then devise plan to address issues.
  3. Enhance quality of service and prevent future problems.
• Install, configure, maintain and troubleshoot hardware, software, computers, printers, and other peripheral devices and ensure effective use of hardware and software resources.
• Collaborate with other company departments or IT teams to function as a liaison throughout the development, testing, and implementation of new products or operating system installs and/or upgrades ensuring end users are adequately supported.
• Manage projects, attend project meetings to communicate status to appropriate parties, develop and disperse all levels of necessary documentation, and stays current with system information, changes and updates.
• Research and evaluate available technology and alternative solutions to make recommendations for modifications or additions to personal computer systems, hardware components, and software applications including researching costs, market options, and trends available to meet user needs.
• Provide support for complex technical issues and initiatives related to assigned applications, systems, databases and/or other technical products and services in compliance with service level agreements utilizing diagnostic and other tools to maintain, troubleshoot and restore service or data to systems.
• Provide phone support based on support rotation schedule and monitors ticketing system for incoming issues and identifies, escalates, and redirects problems requiring urgent attention to appropriate resources in compliance with SLAs.
• Keep abreast and analyze business processes and recommends process improvements which may include working with end users to gain an understanding of business requirements as related to project assignments and ensures that expectations are understood and met.
• Work directly on tasks and projects with Network analysts and may provide some network and systems support as requested.
• Create, update, and submit status reports, documentation, and procedures relative to assigned projects, conduct project and team meetings as necessary, and assist with related training.
• This position will require occasional after-hours work to assist with Help Desk operations.

Incidental Duties:

The above statements describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required, by management.

Education and Experience:

• High School Diploma or equivalent required   
• Bachelor’s Degree or equivalent preferred 
• 5 + years of relevant work experience required 

• 5 or more years of technical/systems support-related experience required
• 3 or more years of supervisory experience preferred
• Prior experience in a manufacturing environment is a plus

Knowledge and Skill Requirements/Specialized Courses and/or Training:

• Knowledge and experience with IT Helpdesk systems and ITIL practices preferred
• MCITP for Windows 7 is a plus

Machine, Tools, and/or Equipment Skills:

PCs and have a command of Excel, PowerPoint, and Word plus any additional communications equipment as needed.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Mathematical Skills:

Ability to comprehend and apply mathematical principles to the degree required to perform the job based upon job requirements.

Language and Communication Skills:

Ability to comprehend and apply language skills to the degree required to perform the job based upon the job requirements listed above. Ability to verbally communicate ideas and issues effectively to other team members and management.  Ability to write and record data and information as required by procedures.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit; use hands and fingers, to handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 30 pounds.

Vision Requirements:

Visual acuity is necessary to do the job safely and effectively.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The area that this job is performed in is a general office or open cubicle/workstation environment. The noise level in the work environment is usually moderate.

Occasional Travel between local facilities, including domestic and international, as required. 

私たちArthrexは、整形外科分野における製品開発やMedical Educationの第一人者として、グローバルに展開している医療機器メーカーです。

お医者様が患者様により良い治療を提供できるよう支援することを企業理念に掲げており（「外科医による患者の治療を支援する」）低侵襲手術の発展を目的に、関節鏡分野の先駆者として年間1,000以上の革新的な製品や手術手技を開発しています。

Arthrexは、これまでにないほどの成長を遂げており、世界的な需要も増加しております。

当社はこれからも株式非公開の企業として医療従事者の方々や多くの患者様へ妥協のない品質をご提供していきます。