Job Summary:
This position will perform IT troubleshooting, desktop, and remote support for end-users in a world-wide IT environment

Duties & Responsibilities:
Provide IT support to internal Masimo employees to fulfil requests and troubleshoot issues with desktop computers, laptops, printers, mobile devices, and peripheral devices.
Assist onsite and remote employees with their computer and software issues with Windows, Macs, iOS, and Android
Provide recommendations for improving Helpdesk processes
Escalate any major or unresolved IT issues to IT management
Assist with implementation of policies and processes for company compliance with federal regulations
Understands all security policies associated within the network infrastructure:
Software installation and basic network troubleshooting
Imaging computers and desktop/laptop setup
Document resolution and follow up with trouble tickets
Help purchase and manage hardware and software inventory
Assist other IT team members with project tasks and testing
Maintain computer equipment connected to the network
Provide end-user and remote support; Assist and educate network users; Prepares technical and user documentation and training materials
Included in on-call rotation
Performs other duties or special projects as assigned

Minimum & Preferred Qualifications and Experience:
Minimum Qualifications:
Professional and confidential customer support.
Excellent verbal and written communication skills.
Patient and enthusiastic attitude. Ability to adapt to fast paced environment.
In depth working knowledge of Microsoft Windows OS, Microsoft Office, and other standard PC applications
Ability to properly define requests and issues, research solutions, propose ideas, and execute ideas to satisfaction.
Strong attention to detail. Excellent documentation skills.
In-depth working knowledge of Microsoft Windows and the Microsoft Office Suite.
Strong knowledge of end-user computer hardware and software configurations
Knowledge of networking protocols and services including, but not limited to, ethernet, Wi-Fi, mobile networks.
Technical aptitude to learn, follow, and create instructions

Preferred Qualifications :
Microsoft Certifications preferred
Hardware Certifications preferred
Broad knowledge of Windows client/server network environment

Expected Qualifications:
Ability to troubleshoot basic issues, such as printers, fax machines, MS Office suite, etc.
Ability to determine issues via question triage.
Answer phone calls and reply to trouble tickets.
Strong follow up skills.
Ability to research solutions and work independently on tasks

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ucation:
Bachelor’s degree or certificate preferred

Physical requirements/Work Environment

This position primarily works in an office environment. It requires frequent sitting, standing and walking. Daily use of a computer and other computing and digital devices is required. May stand for extended periods when facilitating meetings or walking in the facilities. Frequent lifting of equipment up to 60lbs. Some local travel is necessary, so the ability to operate a motor vehicle and maintain a valid Driver’s license is required.

The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods. Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described.

This position primarily works in an office environment. It requires frequent sitting, standing and walking. Daily use of a computer and other computing and digital devices is required. May stand for extended periods when facilitating meetings or walking in the facilities. Frequent lifting of equipment up to 60lbs. Some local travel is necessary, so the ability to operate a motor vehicle and maintain a valid Driver’s license is required.

The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods. Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described.