Technical User Support Analyst

at  Medtronic

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.
A Day in the Life

Responsibilities may include the following and other duties may be assigned.

• Resolves technical problems that originate by telephone in a call center/help desk environment.
• Uses expertise in customer service and technical knowledge gained from previous experience to resolve issues surrounding the installation, usage, and training of customers on software and/or hardware products.
• May work with technical, sales, customer service or marketing staff to resolve recurring problems and issues with products.
• Provides technical support to users for either PC, server or mainframe applications and hardware.
• Answers questions regarding system procedures, on-line transactions, systems status and downtime procedures.
• Interacts with network services, software systems engineering and/or applications development in order to restore service and/or identify problems.
• Maintains a troubleshooting tracking log ensuring timely resolution of problems.
• Recommends systems modifications in order to reduce user problems.
• Function Specific: Ability to use a variety of end user support processes deployed by Medtronic such IT Service Management (ServiceNow), Communication and Collobration (Outlook, Microsoft Teams, Zoom) to resolve technical issues.
• Technology: Understanding of an end user’s experience and challenges using the technology and service.
• Acquire and maintain knowledge on IT services and solutions that customers use.

Required Knowledge and Experience:
Bachelor Degree
2+ years of experience in IT as a Technical User Support Analyst
Physical Job Requirements
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.
Benefits & Compensation
Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).
About Medtronic
We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 90,000+ passionate people.
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.
Learn more about our business, mission, and our commitment to diversity
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• Resolves technical problems that originate by telephone in a call center/help desk environment.
• Uses expertise in customer service and technical knowledge gained from previous experience to resolve issues surrounding the installation, usage, and training of customers on software and/or hardware products.
• May work with technical, sales, customer service or marketing staff to resolve recurring problems and issues with products.
• Provides technical support to users for either PC, server or mainframe applications and hardware.
• Answers questions regarding system procedures, on-line transactions, systems status and downtime procedures.
• Interacts with network services, software systems engineering and/or applications development in order to restore service and/or identify problems.
• Maintains a troubleshooting tracking log ensuring timely resolution of problems.
• Recommends systems modifications in order to reduce user problems.
• Function Specific: Ability to use a variety of end user support processes deployed by Medtronic such IT Service Management (ServiceNow), Communication and Collobration (Outlook, Microsoft Teams, Zoom) to resolve technical issues.
• Technology: Understanding of an end user’s experience and challenges using the technology and service.
• Acquire and maintain knowledge on IT services and solutions that customers use