Support Technician

Requisition

At Terumo Blood and Cell Technologies, our 8,000+ global associates are proud to come to work each day, knowing that what we do impacts the lives of patients around the world.
For Terumo, for Everyone, Everywhere.

We make medical devices and related products that are used to collect, separate, manufacture and process various components of blood and cells. With our innovative technologies and service offerings, we touch a patient's life every second of every day and are committed to continuing to increase the number of patients we serve.
Advancing healthcare with heart.

With some of the best and brightest minds in the industry, an unmatched global footprint, comprehensive benefits and a distinct culture, Terumo Blood and Cell Technologies is a great place to work, grow and be part of a team that is focused on making a difference.
Join us and help shape wherever we go next. You create your future and ours.

The IT Support Technician will provide IT support for all Terumo

BCT associates. The position involves assisting with technical computer and software issues, performing tasks such as analysis, evaluation, design, coding, testing, installation, maintenance, support, and training under close supervision.

• Applies training and knowledge to assist Terumo
  
  BCT associates in resolving computer-related questions.
• Answers associates' questions and resolves problems regarding the supported suite of applications.
• Installs, configures, and supports Windows operating systems and Microsoft Office applications.
• Manages incoming requests via the incident and request tracking tool to resolve computer-generated issues.
• Processes and documents new and existing services according to the portfolio process.
• Ensures customer satisfaction by providing resolutions to incoming issues.
• Logs customer contacts and either answers questions directly or escalates requests to the next level for resolution.
• Assists with resolving various connectivity issues, both remote and local.
• Coordinates schedules with team members to ensure coverage during business hours.
• Develops and maintains documentation and procedures for the technology area according to industry, vendor, and organization standards.
• Works with other technical groups to analyze and resolve technical issues in areas including client computing, servers, WAN/LAN, VoIP telephony, and business applications.
• Recommends modifications to system processes within the area(s) of functional expertise.
• Creates knowledge articles for associates and IT colleagues.
• Ability to use AI (prompt engineering).

Bachelor's degree in Computer Science or, equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.

• Minimum 3 years of experience in a relevant field.
• Experience with PC hardware installations and repair and client-based Microsoft and Adobe applications.
• Knowledge of computer hardware and software maintenance.
• Ability to follow proven solutions to problems and communicate resolution steps to end-users and IT Support Technicians.
• Effective verbal and written communication skills. Must be fluent in English.
• Ability to routinely diagnose IT problems and recommend solutions. Experience with computer, server, and networking hardware and software.

• Knowledge of enterprise-wide solutions including WAN/LAN, VoIP telephony, client computing, servers, and business applications.
• Approachable and a team player.
• Proficiency in technical troubleshooting and problem-solving.
• Basic knowledge of computer hardware and software maintenance.
• Ability to follow proven solutions to problems and communicate resolution steps to end-users.
• Effective communication skills, both verbally and in writing.
• Flexibility to adapt to and learn new technologies.
• Commitment to delivering high customer satisfaction.

ITIL Foundations certification preferred.

Typical Office Environment requirements include: reading, speaking, hearing, close vision, walking, bending, sitting, and occasional lifting up to 20 pounds.

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• Location:
  
  Lakewood office - North America
• Ability and willingness to work various shifts, holidays, be on call.

$56,100.00 to $70,200.00 - Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.

7.0%

At Terumo Blood and Cell Technologies, we provide competitive total reward offerings that consist of compensation, benefits, recognition, along with a wealth of other well-being, work-life and…