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Sr. IT Support Specialist

Silk Road Medical Sunnyvale ,CA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

 

The Role:

The Sr. IT Support Specialist will be responsible for providing IT service desk support and deploying, maintaining, and supporting the company’s IT infrastructure, employee laptops, mobile devices and business software/applications. The ideal candidate must have exceptional desktop support, customer service and troubleshooting skills. This individual must be driven to support resilient, high-performance, scalable IT solutions in a fast-growing company with 250+ users. As the primary contact and first line of IT support for employees, this person must possess strong technical and communication skills with the ability to anticipate issues, triage and resolve problems quickly, and to be able to interface effectively with users at all levels within the organization. Reporting to the Director of IT, this position is suited to proactive and highly technical individuals with a passion for technology and ability to solve problems. This position serves as the face of IT addressing all issues with the highest degree of professionalism.

Responsibilities:

· Primary contact and first line-of-support for IT requests and desktop, mobile & application break/fix issues

· Ensure IT support tickets are prioritized and resolved in a timely and professional manner within SLA guidelines

· Configure, deploy and track IT assets (computers, tablets, phones, printers) per established company build/image specifications. Coordinate warranty repairs and oversee equipment shipping logistics to/from field employees

· Provision and maintain user accounts in IT systems (8x8, Okta, Office 365, Active Directory, Mimecast, Adobe, Symantec, Zoom, Salesforce, Egnyte, Showpad, Trello, Virje, Brivo, Envoy, Crashplan, Ambra, Therenva, KnowBe4

· Perform maintenance and monitoring of IT assets (system updates/patch management/licensing/monitoring)

· Collaborate with IT team on key IT projects and initiatives, develop and document technology solutions

· Assist with IT infrastructure deployments, setup employee IT equipment/peripherals and facilitate office moves

· Create and maintain standard IT documentation and user guides. Maintain IT knowledge base content and train employees on usage of IT services

· Complete new hire, role change and termination activities as defined in standard IT onboarding/offboarding procedures, following IT change management process and logging in-scope activities in the ITSM service desk

· Setup A/V conference room equipment and support company and executive meetings & webinars

· Interface with IT hardware, software and SaaS vendors for product/technical support as necessary

· Follow established IT policies and procedures, enforce controls to ensure compliance with applicable laws/regulations/guidelines (SOX, HIPAA, FDA, PCI, GMP, GDPR, etc.)

· Administer endpoint protection and e-mail security services, troubleshoot and resolve issues, investigate incidents

· Follow standard IT procedures and help prepare supporting evidence for quarterly and annual IT audits

· Work as an advocate for the technology needs of our end users and evangelize standard corporate IT solutions

· Take a lead role in IT projects to evaluate new technologies and recommend system upgrade/migration solutions

· Support annual IT goals and objectives, developed in cooperation with IT Management and business stakeholders

· Backfill other IT personnel as needed during PTO, sick or vacation periods

Education / Certification / Technical Requirements:

· Bachelor's degree in a technology field or equivalent professional experience

· IT industry certifications such as ITIL, MCITP, MCDST, MCSA, CCNA, Cloud+, Security+ preferred

· Windows 10/2016/2019, Mac OS, iOS, Android, Office 365, Azure, Active Directory, Exchange, BitLocker, GPOs

· Strong understanding of networking concepts, protocols and OSI model (Firewall, Routing, Switching, VLANs, VPNs, IPSEC, Wi-Fi, TCP/IP, DNS, DHCP, FTP, RDP, LDAP, PKI, RADIUS, VoIP/SIP, SSL, TLS, SSH, SMTP, SAML, SSO, MFA)

· Experience with ERP and CRM systems such as QAD, SAP, NetSuite, Salesforce, Dynamics

· Proficiency with one or more scripting languages: UNIX Shell, PowerShell, VB, SQL, JavaScript, JSON, Perl

· Proven skills in Windows hardware, OS troubleshooting and deployment. Mac experience a plus

· 5+ years hands-on IT support in a corporate environment

· 3+ years Windows administration, including Active Directory/GPOs/OUs/groups/ACLs/NTFS permissions

· 3+ years core infrastructure technologies (TCP/IP, DNS, DHCP, LDAP, PKI, RADIUS, SSL/TLS, SSH, SMTP)

· 3+ years deploying and supporting cloud-based IT services and hybrid datacenters

· Excellent knowledge of security access controls, policies, groups, rights, permissions

· Strong working knowledge of end-user computing hardware, mobile devices and peripherals

· IT systems/network security scanning, patching and hardening

· Security awareness, incident investigation and remediation

· Familiarity with IT GRC (BCDR, ITSM/ITIL, SOX, ISO, HIPAA, GMP, FDA 21 CFR Part 11)

· Must be able to lift 50 lbs.

· Must be able to run cables under desk and IT rooms

· Have the ability to sit and stand as a desk for long periods of time

Other Critical Skills:

· Exceptional communication, collaboration and customer service skills

· Team focused with a positive attitude and high attention to detail

· Able to work and think effectively in a dynamic, fast-paced environment with competing priorities

· Must be flexible with time to manage multiple projects/frequent interruptions

· Self-motivated and proactive, able to work effectively with minimal supervision

· Excellent time management and organizational skills with ability to prioritize work effectively

· Strong analytical, judgment and problem-solving skills

· Displays tact, patience and diplomacy with the ability to handle stressful situations

· Communicates effectively with the management, end users, and other technical staff

· Able to effectively interact with customers at all organizational and technical levels.

· Good understanding of organizational business processes

· Able and willing to work occasionally after hours for IT projects/maintenance/moves

· Calm under pressure, able to respond quickly to system incidents/outages with a sense of urgency

· Able to document and articulate complex technical solutions to management and other non-technical staff

· Demonstrates competence and character that inspires trust

· Possesses a passion for technology and a desire to help others

Join Us!

Company Description
Silk Road Medical is fully dedicated to the prevention of stroke and to the health and well-being of people with carotid artery disease. Understanding the devastation that stroke can have on an individual and their family, we are passionate about providing an innovative solution that reduces the risk. Fundamentally, we are in this business to transform and improve lives.

We are a public company that develops and manufactures less-invasive medical devices intended to improve the treatment of carotid artery disease through proprietary transcarotid therapies. By innovating around proven surgical principles and developing breakthrough technology for vascular specialists, we can improve the lives of people with carotid artery disease. Our history is one of deep collaboration with vascular specialists and our future will be guided by continuous learning, observation, and improvement.

Silk Road Medical

Why Work Here?

A collaborative work environment with colleagues who care about each other and the success of their organization.

Silk Road Medical is fully dedicated to the prevention of stroke and to the health and well-being of people with carotid artery disease. Understanding the devastation that stroke can have on an individual and their family, we are passionate about providing an innovative solution that reduces the risk. Fundamentally, we are in this business to transform and improve lives. We are a public company that develops and manufactures less-invasive medical devices intended to improve the treatment of carotid artery disease through proprietary transcarotid therapies. By innovating around proven surgical principles and developing breakthrough technology for vascular specialists, we can improve the lives of people with carotid artery disease. Our history is one of deep collaboration with vascular specialists and our future will be guided by continuous learning, observation, and improvement.

Address

Sunnyvale, CA
USA

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