Desktop Support Analyst

Position Overview

The Desktop Support Analyst is a key member of the Owens & Minor Global IT End User Experience Team. This role provides essential technical support and troubleshooting for endpoint devices, including MacOS, Windows 10 & 11 laptops and desktops. The primary goal is to ensure timely resolution of issues, maintain operational efficiency, and foster user satisfaction. This position collaborates with IT leadership to implement and uphold Owens & Minor’s IT strategy, aligning with overall business objectives. The role will primarily support US-based teammates and interact with a global team.

Employment Type

• Full-time

Salary

• The anticipated salary range for this position is $70,000 - $80,000 per year.
• Actual compensation may vary based on job-related factors such as experience, skills, education, and location.

Location Type

• Information not provided.

Essential Job Functions

Technical Support & Troubleshooting

• Answer and resolve endpoint migration-related requests/incidents over the phone, via Teams, remotely, or in-person efficiently and professionally as part of a global Desktop Support Team.
• Diagnose and troubleshoot hardware, software, printing, and network connectivity issues, including LAN, WAN, WLAN, and VPN access in a MacOS, Windows 10/11, and Microsoft Office 365 environment.
• Provide Level One to Level Three solutions for technical issues.

Endpoint Device Management

• Configure endpoint hardware/software, including desktops and laptops, ensuring proper setup and functionality.
• Oversee the installation and update of computer software on end-user computers.

Incident & Request Management

• Proficiently manage the resolution of inbound requests and/or incidents, balancing customer service and issue resolution needs.
• Record all interactions with customers in an incident management tracking tool (ServiceNow) for accurate documentation and tracking.
• Respond to requests in a timely manner to ensure minimal disruption to end-user productivity within expected SLAs.

Communication & Collaboration

• Effectively translate moderately complex technical concepts into easy-to-understand language for non-technical users.
• Coordinate and escalate issues to other teams as needed, providing feedback to ensure an excellent customer service experience.
• Collaboratively establish, update, and maintain best practices for the entire end-user endpoint lifecycle support process.
• Provide input on training programs designed to educate computer users about basic computer use and specialized applications.

Strategy & Improvement

• Support the mission and vision of Owens & Minor’s Global Infrastructure Delivery Excellence organization, fostering a business-oriented culture driven by continual service improvement.
• Stay abreast of new technologies and platforms, providing recommendations on emerging technologies for the EUX Endpoint Lifecycle Management.
• Provide support on special projects and initiatives as business needs evolve, such as Windows 10 to Windows 11 migration.

Company Information & Benefits

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products, and services across the full continuum of care. Customers and their patients are at the heart of what we do. Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.

Owens & Minor teammate benefits include:

• Medical, dental, and vision insurance, available on the first working day.
• 401(k), eligibility after one year of service.
• Employee stock purchase plan.
• Tuition reimbursement.

Application Instructions

• Information not provided.