Client Ops Support Tech

Position: Client Ops Support Tech 2
Company Description

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do  a global leader in robotic-assisted surgery and minimally invasive care, our technologies-like the da Vinci surgical system and Ion-have transformed how care is delivered for millions of patients worldwide.

We're a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful-because every improvement we make has the potential to change a life.

If you're ready to contribute to something bigger than yourself and help transform the future of healthcare, you'll find your purpose here.

Job Description

Primary Function of Position

The Client Ops Support Technician 2 reports to the IT Operations leadership team and is responsible for supporting end-user computing needs across the organization. This role focuses on hardware lifecycle management, including imaging, deployment, repair, and recovery of assets. The technician plays a key role in maintaining operational efficiency, reducing downtime, and supporting SLA adherence through timely ticket resolution and customer support.

Success in this role is driven by strong technical troubleshooting, organization, and customer service skills.

Essential

Job Duties

* Process new hire computer setups, including imaging, configuration, and deployment

* Perform hardware testing and quality assurance checks prior to distribution

* Coordinate delivery schedules to ensure timely onboarding support

* Process equipment returns for terminated employees and contractors

* Evaluate, schedule, and perform warranty repairs for returned or damaged equipment

* Image, re-image, and prepare devices based on IT Operations requirements

* Support data transfers for re-imaged or upgraded devices

* Provide onsite support for cubicle setups, monitor swaps and cube audits coordinated by Facilities

* Maintain accurate asset tracking and ticket documentation

* Identify and recommend process improvements to increase efficiency and service quality

Qualifications

Required Skills and Experience

* Experience supporting Windows and macOS environments

* Knowledge of computer hardware, imaging, and asset lifecycle management

* Experience with ticketing systems (e.g., Service Now) and SLA-driven environments

* Strong troubleshooting skills across hardware, software, and basic networking issues

* Ability to manage workload independently and prioritize tasks effectively

* Strong communication and customer service skills

Required Education and Training

* High school diploma or equivalent required

* Relevant IT certifications or technical training preferred (e.g., A+, Dell Tech Direct, etc.)

Working Conditions

* Regular lifting and handling of computer equipment (up to 50 lbs)

* Onsite support required, including walking between locations and work areas

* Occasional extended periods of standing or working at a bench for imaging and repair tasks

Preferred Skills and Experience

* Experience in enterprise IT support environments

* Familiarity with asset management tools and inventory systems

* Experience supporting large-scale hardware deployments or onboarding initiatives

* Exposure to scripting, automation, or process improvement tools

Additional Information

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19. Details can vary by role.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status…