Specialist End-User Experience & Support
Job description
Are you looking for a company that cares about people’s lives and health, including yours? At Olympus, we help make people’s lives healthier, safer and more fulfilling, every day.
Let’s inspire healthier lives, together.
Job Description
As part of the IT Service Management team, the End-User Experience/Support Specialist provides support to end-users to become more proficient in their use of technology tools and solutions across the Americas region. In addition, the Specialist team will assist the needs of Executives and other Senior Leadership, in close partnership with the VIP support model provided by Olympus’ 3rd party service provider. This position will also serve as a liaison between the business and our 3rd party service provider serving as the contact point for escalations when needed
Job Duties
- Provide hands-on support for internal and external employees, including executive level leadership whether for end-user computing topics, video/web conferencing or town-hall style meetings.
Monitor, and address assistance requests through various ‘Help’ communities in Yammer, using findings to further demonstrate and communicate to end-users how existing IT services and applications can be better utilized by the business.
Identify, research, and resolve technical problems including but not limited to installs, upgrades, application problems, remote support, active directory, and virus cleanup. Provide subject matter expertise for Microsoft Teams and the rest of the Office 365 suite, including Live Events, and other video conference technologies.
Support and/or coordinate the activities within the @TEC (Technology Experience Centers) which are setup in few locations across the Americas, in conjunction with Olympus’ 3rd party service provider.
Resolve escalated tickets by providing technical support for users via phone, email, and remote support.
Develop metrics and reporting to demonstrate use of different technologies across the Americas and prepare tactical strategy for improvement initiatives.
Be a visible ambassador for change and using technology to drive efficiencies in existing ways of working.
Assist in the promotion and communication of benefits to help gain change acceptance of new tools and technologies.
Conduct Lunch & Learn style meetings and other support activities to foster end user adoption of new and existing technology.
Work with the IT Helpdesk Support team to update/maintain end-user information regarding training materials/how-to guides and other relevant information on the IT self-service portal and ticketing system.
Other ad-hoc tasks, as assigned, to support the IT Service Management team.
Job Requirements
REQUIRED QUALIFICATION:
- BS/BA degree.
Minimum 2 years’ experience of business analysis.
3+ years of experience supporting End Users preferable in either a Helpdesk or End-User support function, although broader experience within other areas of Information Technology functions will be considered.
PREFFERED QUALIFICATION:
- Must have the ability to multi-task in a face-paced, ever-changing environment with a proven background in excellent customer support and communication skills.
Must have a strong technical aptitude and enjoy working with end users.
Experience in Active Directly, SCCM and Server Management a plus.
Experience with SharePoint a plus.
We realize work isn’t just a job to you.
It’s a big part of your life, but not the only part. That’s why we offer competitive salaries, a robust 401(k) program, annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible schedules, parental and adoption leave, on-site services and Colleague Affinity Networks — so you can be ready for where life can take you.
Olympus requires all new hires to be “fully vaccinated” against COVID-19, as defined by the Centers for Disease Control and Prevention (CDC), on or before their first day of work. Individuals who have been offered employment who have a disability, medical condition, or sincerely-held religious belief that prevents them from being vaccinated against COVID-19 are required to request and be granted a reasonable accommodation prior to their first day of work.
Olympus is passionate about the solutions it creates for the medical, life sciences, and industrial equipment industries, as well as cameras and audio products. For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling by helping detect, prevent, and treat disease, furthering scientific research, ensuring public safety, and capturing images of the world.
Olympus Corporation of the Americas, a wholly owned subsidiary of Olympus Corporation, is headquartered in Center Valley, Pennsylvania, USA, and employs more than 5,500 employees throughout locations in North and South America. For more information, visit www.olympusamerica.com.
Olympus…True to You. True to Society. True to LIFE.
It is the policy of Olympus to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.
Posting Notes: || United States (US) || Massachusetts (US-MA) || Westborough ||
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