Cantel Medical is a leading global company dedicated to delivering innovative infection prevention and control products and services for patients, caregivers, and other healthcare providers which improve outcomes, enhance safety and help save lives. Our products include specialized medical device reprocessing systems for endoscopy and renal dialysis, advanced water purification equipment, sterilants, disinfectants and cleaners, sterility assurance monitoring products for hospitals and dental clinics, disposable infection control products primarily for dental and GI endoscopy markets, dialysate concentrates, hollow fiber membrane filtration and separation products, and specialty packaging for infectious and biological specimens. Additionally, we provide technical service for our products.
As a senior-level employee, this role is often assigned as the site leader for IT Support escalations in a large office location. The site leader drives IT deployments and service delivery within that location.
This role serves as an escalation point for the Cantel Service Desk, and requires the advanced troubleshooting skills in the areas of desktop and laptop computers, mobile devices, telephony, peripherals and workstation software.
Develops and documents solutions to escalated issues that can be performed in the future by the Cantel Service Desk team.
Troubleshoots basic network connectivity and support for all workstation-related issues.
Experience with Windows Server technologies, including OS troubleshooting, file and print server management, and application server management.
Performs operational tasks including user administration, Office 365 license assignment, workstation move requests, and preparing equipment for shipment to remote staff.
Frequent interaction with cross-functional peers, senior business leaders, external partners and suppliers.
Ensures all incidents and requests are registered within the ticketing system, and handled efficiently, accurately and completely.
Responsible for timely follow up and communication to ensure all parties involved are informed and results are completed effectively.
Works with vendor contacts to resolve technical problems with desktop computing equipment and software.
Works with procurement and vendors to purchase and distribute hardware and software including proper disposal when assets reach end of life.
Participates in an on call rotation for after-hours Service Desk incident escalation.
Ability to effectively write and maintain technical documentation.
Assesses functional needs and recommends process and automation improvements.
Trains and orients staff on use and security of hardware and software.
May be assigned as the technical owner for one or more Support Services platforms (e.g., SharePoint administrator, ServiceNow Administrator, AD/Exchange migration lead).
Associate degree required; Bachelor’s Degree strongly preferred.
CompTIA and Microsoft technical certifications preferred.
Requires 5-7 years of IT Support experience in a Windows based enterprise environment performing similar work, or training and education related to job functions.
This position requires initiative, complex problem solving skills, and the ability to work incident and problem tickets escalated from a Level 1 call center or more junior support specialists to completion.
1-3 years developing process automation for a Support Services team, including experience with PowerShell process automation and enablement for the Service Desk team.
Superior customer service and troubleshooting skills.
Strong written and verbal communication skills.
Ability to manage multiple projects and make sound decisions in a fast-paced environment.
Working knowledge of IT and experience supporting all of the following areas: Microsoft Windows client, Microsoft Office 365 Suite, networking, Active Directory user management, Exchange mailbox management, hardware (laptops, desktops, peripherals), workstation software, imaging and communication systems (IM, voice and video).
Knowledge of or experience working with ServiceNow ITSM a plus.
Ability to participate in an on call rotation for after-hours incident escalation from the Service Desk.