IT Help Desk Technician

Gore is a technology-driven global company built on entrepreneurial innovation, integrity, and teamwork. Through our product leadership, we've been changing lives and changing industries, including medical devices, fabrics, electronics, and manufacturing, for more than 50 years. What can you change by joining Gore? Visit gore.com/change-life to find out.

Job Description

Gore Medical Products has provided creative therapeutic solutions to complex medical problems for 35 years, saving and improving the quality of lives worldwide. As a leading manufacturer of vascular grafts, endovascular and interventional devices, surgical meshes for hernia repair, and sutures, we are looking for a highly customer-oriented IT Help Desk Technician to join our IT team in Phoenix or Flagstaff, AZ.

If you are searching for a company where you can make a difference, we're looking for you. In this role, you will assist end users with IT- and telecommunication-related issues. You will spend approximately 80% of your time focused on end-user support via remote access and phone and up to 20% as a resource for other IT projects or needs. Note that this position can be located in either Flagstaff or Phoenix, but Gore will not provide relocation.

The ideal candidate will:

• Be passionate about providing IT support for a world-class manufacturer and collaborating on cross-functional teams
• Recognize the importance of building and maintaining strong interpersonal relationships

Responsibilities include:

• Working with other associates to provide outstanding customer support via remote-access tools and telephone to respond to end-users' telephone and e-mail requests for assistance with issues such as password creation and management, network service management and creation (granting access and permission), and other technical questions
• Quickly and accurately understanding and diagnosing problems over the telephone, logging the call in a call-tracking system, and providing resolution to customers when possible, in accordance with defined procedures and service-level agreements
• Helping to plan and/or coordinate rollout projects and software changes
• Participating in establishing consistent standards and best practices
• Providing user training and/or new-user assistance
• Participating on a team of associates dedicated to improving the capability of end users to use the IT and telecommunication tools provided for them

Qualifications

Required Job Qualifications

• One of the following combinations of education and experience:
  • Bachelor's degree in computer science or information systems plus 2 years' IT experience, OR
  • High school diploma plus 4 years' experience installing and maintaining PC hardware and software
• Extensive knowledge of Microsoft Windows XP/Windows 7 Professional operating systems and Microsoft Office Suite
• Excellent interpersonal, customer-service, and phone-support skills
• Skills in analyzing and troubleshooting computer problems
• Self-motivated
• Ability to:
  • Work effectively with a wide variety of technical and non-technical associates
  • Communicate effectively verbally and in writing
  • Work within global and divisional team environments
  • Provide 24/7 on-call support on a rotating schedule
  • Make a two-year commitment to this role

Desirable Job Qualifications

• Experience in/with:
  • Supporting Active Directory and Lotus Notes
  • Working in an IT call center
• Familiarity with Lotus Notes, VPN, and mobile devices
• Project-management and teaching skills

Gore is committed to a drug-free workplace. All employment is contingent upon successful completion of drug and background screening.

EEO/AA Employer

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To apply:

https://wlgore.taleo.net/careersection/2/jobdetail.ftl?lang=en&job=122016