Company: KARL STORZ Endoscopy-America, Inc. (KSEA)

Job Code: 13030

Pay Grade: US-C12

Description

KARL STORZ SE & Co. KG based in Tuttlingen, Germany, is a family-owned, global company committed to benefiting humanity by advancing medical technology through innovation and education.

For more than 75 years, KARL STORZ has been dedicated to earning its international reputation as a leader that designs, engineers, manufactures, and markets all its products with an emphasis on visionary design, precision craftsmanship, and clinical effectiveness.

The Service Desk Support Analyst will act as the central point of contact for handling business partners’ technical support issues. This individual will be responsible for responding to issues by gathering all necessary information and to provide resolution during the initial contact or forward the issue to the correct support team for resolution. The primary focus is phone support and resolution of incidents and service requests submitted via Self Service, as well as solution documentation. This individual will perform occasional desk side support.

DUTIES AND RESPONSIBILITIES (Other duties consistent with the general nature and focus of the position and/or the goals and objectives of the department may be assigned.)

• All employees are expected to be knowledgeable about and follow the Company’s Equal Employment and Affirmative Action Policies, including policies on the rights of individuals with disabilities and harassment.
• This person will work with all KARL STORZ internal employees as well as with members of the Global IT team. Externally, this person will work occasionally with vendors and other solution providers.
• It is each employee’s obligation to consistently treat visitors, external customers and all co-workers with courtesy and respect.
• Aware of practices and processes utilizing current management tools.
• Must be available to be on call and work weekends if IT emergencies arise.

MINIMUM KNOWLEDGE, EDUCATION AND SKILL REQUIREMENTS

• High School Diploma or equivalency.
• Two to three years in a Call Center Service Desk environment preferred.
• 1-2 years of experience in an IT support role required.
• The ability to prioritize large volumes of work while maintaining a high quality of service and working to strict deadlines.
• The ability to use troubleshooting skills to resolve inquiries professionally and accurately.
• Working experience with Windows OS, Apple OS, Active Directory, MS Office Suite, ticketing systems, call center, mobile devices and anti-virus/spyware.
• Working experience with desktop, laptop and thin client hardware.
• Working experience with peripherals such as printers and desk phones.
• Familiar with ITIL processes and framework. ITIL v3 or 2011 certification a plus.
• Help Desk and/or Desktop Support technical certification a plus.
• Excellent written and oral communication skills.
• Strong organization skills.

#LI-MN1

#Dice

Vaccine requirements at KARL STORZ due to COVID-19
KARL STORZ is committed to maintaining a safe work environment for our employees and therefore we require the COVID-19 vaccine for all of our employees unless otherwise due to an underlying medical condition or sincerely held religious beliefs. During the interview process, we encourage you to ask how COVID-19 may impact the role you are seeking and if you require a reasonable accommodation regarding the vaccine requirement see below on the process for requesting accommodation. Please click here to learn more about our overall response to COVID-19.

Employee Benefits Program Overview for U.S. Locations

• Medical / Dental / Vision including a state of the art wellness program and pet insurance, too!*
• 3 weeks’ vacation, 10 holidays plus paid sick time*
• 401K retirement savings plan providing a match of 60% of the employee’s first 6% contribution
• Section 125 Flexible Spending Accounts
• Life, STD, LTD & LTC Insurance
• Tuition reimbursement of up to $5,250 per year
• Fitness reimbursement up to $200 annually
• Employee referral program of up to $2,000 per hire
• And much more!

• Field sales, internships and part-time employees are not eligible except for where required by state law.

KARL STORZ reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship. Additionally, KARL STORZ, through its supervisors, may require an employee to perform duties outside their normal description within the sole discretion of the supervisor. Employee must comply will all applicable KARL STORZ policies and procedures.

Equal Employment Opportunity & Reasonable Accommodation Statement
KARL STORZ is committed to creating an inclusive space where employees are valued for their skills and unique experiences. To achieve this goal, we are committed to diverse voices and all applicants will receive consideration without regard to race, color, sex, national origin, disability, veteran status or any other protected characteristic. KARL STORZ is also committed to providing reasonable accommodations during our recruitment process. Should you need assistance or accommodation please email us at TaleoAdministrator@karlstorz.com.

Notice to Employment Agencies
This recruitment assignment is being managed directly by KARL STORZ’s Human Resources team. Human Resources will reach out to our preferred, contracted agency partners in the rare instance additional talent options are required. Your respect for this process is appreciated. KARL STORZ does not accept unsolicited Agency resumes. Resumes received which were unsolicited by KARL STORZ Human Resources department will be ineligible for referral fees.