IT Service Desk Analyst

Terumo Aortic is seeking an IT Service Desk Analyst to join our dynamic team. The successful candidate will be responsible for providing first-line IT technical support to associates, resolving hardware, software, and operational issues to ensure our systems run smoothly.

Key duties will include:

• First-line IT technical support: general support of users on the Windows/Linux network
• Actively communicate with users through Terumo Aortic Service Desk system to keep them updated on their support requests
• Prioritize and escalate tickets as needed
• Build, deploy, configure, troubleshoot, and repair computers for end users
• Maintain end-user hardware and software, including mobile/desktop phones, printers, barcode scanners, laptops, and desktop PCs
• Maintain inventory of end-user hardware/software in Terumo Aortic asset management systems
• Create and update documentation and SOPs for 1st line IT support processes
• Perform general network administration
• Liaise with external technical support for unresolved issues
• Participate in ad-hoc projects as required
• Assist with other IT support tasks as outlined in the IT Road Map

Qualifications and Experience

• Experience in Service Desk/desktop support in a Windows environment
• Knowledge of Windows Server, Active Directory, and Network Administration
• Experience with Exchange Server, MS Office 365
• Desirable skills include Microsoft Certification, SQL Server, Linux, network troubleshooting (TCP/IP, LAN, WAN), Ivanti ITSM, firewalls/VPN
• ERP experience, particularly with SAP, is advantageous

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