Support Services Tech II

Join Our Team and Keep Moving Forward with Breg!

At Breg, we are dedicated to advancing orthopedic solutions that enhance the lives of patients and support healthcare professionals. As a leader in the orthopedic industry, we provide innovative products, consulting, technology, and services that help people move forward with confidence.

We are currently seeking a Support Services Technician II to join our team in Indianapolis, Indiana. If you thrive in a dynamic environment where innovation and impact go hand in hand, this is the opportunity for you.

You are a forward-thinking professional who values collaboration, innovation, and making a meaningful difference. You bring expertise in the ability to plan, execute, control and deliver. Must be an effective communicator both in writing and verbally.

• Follows established procedures to respond to requests for troubleshooting assistance and utilizes experience, knowledge base, tools and judgment to resolve issues, or escalates as needed.
• Logs issues and resolutions using internal ticketing system following established procedures.
• Diagnoses, identifies, isolates and analyzes problems utilizing historical database records and alerts management to identify recurring problems and patterns of problems.
• Installs or assists in the installation and imaging of hardware and peripheral components for internal and external users.
• Provides basic onsite computer training to users in formal and non-formal settings and supports remote customers with hardware and software issues.
• Escalates and notifies others for assistance in resolving incidents that require advanced support, notification of appropriate points-of-contact (POC) for the systems and coordination, dispatch and tracking of hardware equipment repair.
• Supports off the shelf and custom applications that require a basic understanding of business process.
• Ensures self and departmental awareness and enforcement of all Health Insurance Portability and Accountability Act (HIPAA) requirements including the HIPAA breach process. Ensures HIPAA compliance requirements are integrated and followed in all phases of assigned operations.
• Performs user account administration in Active Directory and Office 365 to include: password resets, group assignments and mailbox permissions.
• Processes systems for deployment, redeployment or recycling.
• Works with vendors on service, returns and warranty items.
• Responds to and resolves technical support requests via phone, email, remote tools, or in person.
• Troubleshoots issues related to desktop and laptop hardware to include Windows, Macintosh Operating System (Mac OS) Office 365, and common business applications.
• Escalates complex issues to Level III support or other appropriate teams as needed.
• Assists with onboarding and offboarding tasks including provisioning equipment, configuring user profiles, and deploying laptops and Mac Books.
• Responsible for behaving in a professional manner both internally and externally in relationships that positively impact the company's reputation and comply with the company's policies and practices. Responsible for being accountable and committed to demonstrating Breg's cultural beliefs and achieving the key results of the company.
• Responsible for promoting Breg's culture within the organization using established tools such as storytelling, providing focused feedback, and recognition. The performance of the position is aligned with the culture of commitment and accountability, following the steps of:
  See it, Own it, Solve it, and Do it.

• High School Diploma or equivalent and 5+ years of experience or an equivalent combination of education and experience is required.
• 4+ years…