Associate Analyst, IT Support

ResMed•Atlanta, GA

About The Position

Global Technology Solutions (GTS) at ResMed is a division dedicated to creating innovative, scalable, and secure platforms and services for patients, providers, and people across ResMed. The primary goal of GTS is to accelerate well-being and growth by transforming the core, enabling patient, people, and partner outcomes, and building future-ready operations. The strategy of GTS focuses on aligning goals and promoting collaboration across all organizational areas. This includes fostering shared ownership, developing flexible platforms that can easily scale to meet global demands, and implementing global standards for key processes to ensure efficiency and consistency. The primary role of IT Support function is to provide technical support to employees experiencing problems with hardware, software, networking, and other computer-related technologies. Key deliverables include, utilizing Service-Now package for logging caller requests and assigning / escalating issues where needed. Diagnosing and rectification of issues in accordance with documented procedure and performance indicator levels. Assisting in maintenance of network infrastructure, new computer builds, and installation of new services etc. The primary objective of IT Support specialization within IT Support Job Family is to provide efficient and customer focused support to all users of Information Technology. Key responsibilities include coordinating, diagnosing, troubleshooting and rectifying incoming employee calls regarding technical problems and information technology issues involving desktop, laptop or network services from local personnel; providing case status updates to management and end-users; developing, documenting, and implementing standard operating procedures and customer service guidelines relating to IT support; assisting in the installation, implementation, and upgrades of internal systems; and maintains inventory of all equipment. Performs work in a specialized area of expertise that requires knowledge of fundamental themes, principles and concepts. Typically requires a university degree or equivalent work experience. Responsibilities might include: (1) Performing routine professional-based activities (early in career) (2) Contributing to and managing projects (mid-career) (3) Providing advice/direction in primary areas of expertise (specialist and expert) (4) Leveraging professional expertise and relationships to contribute to strategy and drive business results (principal)relationships to contribute to strategy and drive business results (principal) Builds stable working relationships internally to exchange information. Receives instruction, guidance and direction from others.

Requirements

Minimum of 2 years of related experience
Follows standard practices and procedures and applies basic theories, concepts, principles and methodologies in analyzing situations or data

Nice To Haves

Bachelor’s degree

Responsibilities

Coordinating, diagnosing, troubleshooting and rectifying incoming employee calls regarding technical problems and information technology issues involving desktop, laptop or network services from local personnel
Providing case status updates to management and end-users
Developing, documenting, and implementing standard operating procedures and customer service guidelines relating to IT support
Assisting in the installation, implementation, and upgrades of internal systems
Maintains inventory of all equipment
Performing routine professional-based activities (early in career)
Contributing to and managing projects (mid-career)
Providing advice/direction in primary areas of expertise (specialist and expert)
Leveraging professional expertise and relationships to contribute to strategy and drive business results (principal)
Builds stable working relationships internally to exchange information
Receives instruction, guidance and direction from others