Sr IT Service Desk Technician I - Tandem : Job Details

GROW WITH US: Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and their healthcare providers through a positively different experience. We'd love for you to team up with us to innovate every day, put people first, and take a no-shortcuts approach that has propelled us to become a leader in the diabetes technology industry. STAY AWESOME: Tandem Diabetes Care is proud to manufacture and sell the t:slim X2 insulin pump with Control-IQ technology. We're also so much more than that. Our company's human-centered approach to design, development, and support delivers innovative products and services for people who use insulin. Since many of our own team members live with type 1 diabetes, or have a loved one impacted by diabetes, the work is personal, and we are committed to the cause. Learn more at tandemdiabetes.com. A DAY IN THE LIFE:End User Support:

• Installs, configures, tests, maintains, monitors, and troubleshoots end user workstation hardware, software, networked peripheral devices and software products.
• Responds to and triages Service Desk requests and incidents via phone and ticketing system to meet business SLA's.
• Escalates unresolved problems to IT Management.
• Documents common problems and fixes and provides ticket status updates to IT management.
• Administers Active Directory and Exchange (email) accounts.
• Tracks software licenses and manages company wireless account.
• Provides end user support for all PC- based applications.
• Receives ticket escalations from IT Technicians and takes ownership of issues until resolution.
• Participate in off shift on-call rotation with designated team members.
• Create and maintain knowledge base articles accessible to IT support staff as well as the end-user population.
• Coordination and setup of accounts for external users or contractors to provide appropriate access.

Information Systems Support:

• Performs analysis, diagnosis, and resolution of complex PC and network problems for a variety of end users, and recommends and implements corrective hardware solutions, including off-site repair as needed.
• Monitors network access, addresses data security, password generation and file access to forecast potential access risks.
• Assists in research of tools and processes to identify usage and capacity troubles as they develop and may assist in developing long-range plans to address problems.
• Assists in developing corporate standards for desktop computer software and hardware and conducting reviews to ensure compliance to standards.
• Assists in developing and producing installation documentation for the most complex applications.
• Supports, monitors, tests, and troubleshoots hardware and software problems pertaining to Desktop/Laptop computers in a Microsoft Windows/Office environment.
• Provides leadership, training, and guidance to IT technicians on troubleshooting advanced issues.
• Ensures compliance with company policies, including Privacy/HIPAA, and other legal and regulatory requirements.
• Other responsibilities as assigned.

YOU'RE AWESOME AT: 1. Knowledge, skills & abilities

• Technical knowledge of network and PC hardware.
• Ability to identify and troubleshoot network connectivity.
• Ability to identify software issues and install and configure various pieces of software.
• Working technical knowledge of current network protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories.
• Ability to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC issues and products as required.
• Ability to present ideas in user-friendly language.
• Strong customer-service orientation.
• Skilled at presenting information in a clear, concise manner to all levels within the department.
• Skilled at contributing on a consistent basis to team initiatives in a thorough and timely manner.
• Ability to react to changing situations in a timely, calm, and confident manner.

2. Minimum certifications/educational level

• B.S. in computer science or an equivalent combination of education and applicable job experience.

3. Minimum experience

• 3+ years hands on experience with PC workstations and servers in a medium LAN/WAN environment.
• Hands-on PC and Network hardware configuration and troubleshooting experience.
• Experienced with configuration and support of Windows operating systems.

WHAT'S IN IT FOR YOU? In addition to innovative technology, we have a culture that fosters the idea that the happiest people are the most productive people. Not only do we hire forward-thinking achievers to join our workforce; we reward, develop, and retain them too. Just one of the many reasons of how we #StayAwesome! To learn more about our culture and benefits please visit BE YOU, WITH US! Tandem is firmly committed to being an equal opportunity employer and maintaining a diverse and inclusive environment. We value and embrace that every single one of us brings value to the table. But sometimes we forget that when we don't meet 100% of a job description's criteria - maybe you're feeling that way right now? We encourage you to apply anyway. Because we want you to be you, with us. COMPENSATION & BENEFITS: The starting base pay range for this position is $25.00 - $31.25 per hour. Base pay will vary based on job-related knowledge, skills, experience and may also fluctuate depending on candidate's location and the overall job market. In addition to base pay, Tandem offers a competitive compensation package that includes bonus, equity, and a robust benefits package. Tandem offers health care benefits such as medical, dental, vision, health savings accounts and flexible saving accounts.You'll also receive 11 paid holidays per year, a minimum of 20 days of paid time off (starting in year 1) and have access to a 401k plan with company match.Learn more about Tandem's benefits here! YOU SHOULD KNOW: Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local Fair Chance laws and regulations. A conditional offer of employment from Tandem is contingent upon successful completion of a thorough screening process comprised of a drug test (excluding Marijuana) and background check, which includes a review of criminal history information. Tandem has good cause to conduct a review of criminal history information of candidates for this position, as this role may involve access to proprietary, sensitive and/or confidential information, including customer protected health information. This review is required to ensure that individuals in such roles uphold high standards of trust and integrity so as to protect the interests of our customers, employees, and stakeholders. REFERRALS: We love a good referral! If you know someone that would be a great fit for this position, please share! If you are applying for this job and live in California, please read Tandem's CCPA Notice: APPLICATION DEADLINE: The position will be posted until a final candidate is selected for the requisition or the requisition has a sufficient number of applications. SPONSORSHIP: Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. #LI-Remote