Field incoming support requests calls and tickets.
Provide Tier-1 support and troubleshooting in the Test and Production environments including onsite and remote support.
Direct support requests to appropriate escalation destinations, ensuring sufficient documentation exists while meeting defined SLA for initial ticket response.
Provide support for Microsoft Office, mobile devices, printers, Windows operating systems, business applications, and low- to mid-level technical issues; leveraging multiple teams for ticket escalation and knowledge transfer when necessary.
Document issues and solutions thoroughly including steps to recreate and resolve them, producing knowledge articles are required.
Anticipate, identify, and escalate issues/risks affecting self, the team, the department, or the company.
Communicate in a timely and effective manner, keeping the team informed of status and progress.
Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies.
Look for and suggest improvements in efficiencies to reduce costs and be responsible and accountable as an employee owner.
Requirements
1-2 years of experience working support requests.
Foundational understanding of Microsoft Office and Windows operating systems.
Knowledge of networking protocols and equipment.
Experience with Client/Server applications.
Experience with Active Directory.
Basic hardware and software troubleshooting ability.
Basic experience supporting and configuring mobile devices.
Ability to produce written knowledge articles.
Preferred
CompTIA A+ certification.
CompTIA Net+ certification.
Microsoft Certified Professional (MCP) certification.
At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 50+ facilities across the US and 18,000 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.
