Arthrex, Inc. is a global medical device company and a leader in new product development and medical education in orthopedics. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

Main Objective: 
Provide high level support to end users of computer equipment and systems maintenance to include workstations, software and peripherals, including Labs and Exhibits.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Installs, configures, maintains and troubleshoots hardware, software, computers, printers, and other peripheral devices and ensures effective use of hardware and software resources
• Collaborates with other company departments or IT teams (Globally & Offshore) to function as a liaison throughout the development, testing, and implementation of new product or operating system installs and/or upgrades ensuring end users are adequately supported
• Manages End User Support projects, attends project meetings to communicate status to appropriate parties, develops and disperses all levels of necessary documentation, and stays current with system information, changes and updates
• Managing Outsourced End User Support vendors locally and through APAC region with other IT team members
• Oversight of work conducted in APAC region by End User Support vendors
• Researches and evaluates available Standard 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
• Provides 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
• Provides CISCO 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
• Works directly on tasks and projects with Network and Data Center analysts; may provide some network and systems support as requested
• Creates, updates, and submits status reports, documentation, and procedures relative to assigned End User Support projects; conducts project and team meetings as necessary, and assists with related training
• Provides mentoring on technical matters to APAC End User Support Representatives including day-to-day questions from End User Support or other departments
• Will be required to share on-call responsibilities with other team members 

Education and Experience: 
High school diploma or equivalent required
Associate’s and/or Bachelor's Degree in CS / MIS preferred
Minimum of four years of technical/systems support-related experience required 
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 Required 
ITIL practices preferred

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.