ITS Support Technician

Requisition ID: 32587

At Terumo Blood and Cell Technologies, our 7,000+ global associates 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.

IT Support Technician 1

Job Summary

Working under close supervision, provides quality support for ITS customers by assisting with technical computer and software issues. Works directly with customer to install, repair, and troubleshoot hardware and software as needed. Will provide support to multiple sites.

Essential Duties

• Applies training and knowledge to assist associates in the resolution of computer related questions.
• Receives trouble tickets and helps a variety of ITS customers resolve processing problems regarding Intel based personal computers.
• Answers associate’s questions and resolves problems in regard to the supported suite of applications.
• Installs, fully configures, and supports Windows operating system and Microsoft Office applications.
• Works incoming requests via the incident and request tracking tool to assist in resolution of computer generated issues.
• Ensures customer satisfaction by providing answers and resolution to incoming issues.
  
  

Logs customer contacts and either answers questions directly or appropriately evaluates requests for escalation to Level II or III specialist for resolution.

• Coordinates schedules with team members to ensure coverage during business hours.
• Works directly with other technical groups to analyze and resolve technical issues in the areas of client computing, servers, WAN/LAN, VoIP telephony, and business applications.
• Recommends modifications to system processes within area(s) of functional expertise.
• Participates on project teams as necessary to design and implement new or changed IT services.
  
  

Minimum Qualification Requirements

Education

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.

Experience

• Minimum 2 years experience in a related field.
• Extensive experience with PC hardware installations and repair and all client based Microsoft and Adobe applications.
• Experience with computer, server, and networking hardware and software.
  
  

Skills

• Basic knowledge of computer hardware and software maintenance.
• Ability to follow proven solutions to problems and communicate resolution steps to end-users.
• Demonstrated ability to communicate effectively both verbally and in writing.
• Must be fluent in English.
• Demonstrated ability to routinely diagnose IT problems and recommend solutions.
• Demonstrated knowledge of enterprise-wide solutions including WAN/LAN, VoIP telephony, client computing, servers, and business applications.
• Broad understanding of systems, products, and processes that allow timely resolution of complex customer and/or business issues.
• Flexibility to adapt to and learn new technologies.
• Ability and willingness to work on multiple projects at one time and be able to adapt to changing priorities.
• Commitment and ability to deliver high customer satisfaction.
  
  

-Or-

An equivalent competency level acquired through a variation of these qualifications may be considered.

Certificates, Licenses, Registrations:

ITIL Foundations certification preferred.

Physical Requirements

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.

Additional Physical Requirements

• Travel required to multiple sites locally.
• Ability and willingness to work various shifts, holidays, be on call.
  
  

Target Pay Range: $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

Target Bonus on Base: 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 recognition programs which support in unlocking the potential for you and your family. Included in our expansive list of benefits offerings are multiple group medical, dental and vision plans, a robust wellness program, life insurance and disability coverages, also a variety of voluntary programs such as group accident, hospital indemnity, critical illness, pet insurance and much more. To help you save for retirement, we offer a 401(k) plan with a matching contribution and for work-life balance we have vacation and sick time programs for associates. For us, it’s about protecting the personal welfare of our associates and their families, helping to achieve personal goals and offering those extra touches for convenience, security and overall peace of mind.

• Terumo Blood and Cell Technologies is part of Terumo Group, founded in 1921 and headquartered in Tokyo, Japan.
• In 2019, Terumo Blood and Cell Technologies reached $1 billion in revenue.
• We employ nearly 7,000 associates globally, with global headquarters in Lakewood, CO, U.S., and regional headquarters in Brussels, Buenos Aires, Singapore and Tokyo.
• We manufacture devices, disposable sets and solutions at our facilities in Belgium, India, Japan, Northern Ireland, the U.S. and Vietnam. Our global presence enables us to serve customers in more than 130 countries.
• Our core values help set our direction, guide our actions and keep us true to our corporate mission of contributing to society through healthcare.
• Respect – Appreciative of others
• Integrity – Guided by our mission
• Care – Empathetic to patients
• Quality – Committed to excellence
• Creativity – Striving for innovation
• We contribute to the Leukemia and Lymphoma Society (LLS), raising $1.3 million USD since 2007.
  

We are proud to be an Equal Opportunity Affirmative Action Employer. All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, gender identity or expression, sexual orientation, marital status, order of protection status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, military status or an unfavorable discharge from military service.

Terumo Blood and Cell Technologies is committed to providing a safe, healthy and secure working environment. Our Colorado campus locations are tobacco-free workplaces, and we maintain a drug-free workplace and perform pre-employment substance abuse testing and detailed background verification.