Senior Technical User Support Analyst (KY)

Medtronic•Mounds View, MN

5d•$84,800 - $127,200•Onsite

About The Position

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 At Medtronic, we bring bold ideas forward with speed and decisiveness to put patients first in everything we do. In-person exchanges are invaluable to our work. We're working onsite 4 days a week as part of our commitment to fostering a culture of professional growth and cross-functional collaboration as we work together to engineer the extraordinary. The person in this role will work from the Medtronic facility located in Mounds View, Minnesota. The Senior Technical User Support Analyst delivers advanced technical support to Medtronic's executive employees, resolving complex IT issues through in-depth troubleshooting and root cause analysis. This role prioritizes incidents based on business impact, acts with urgency to restore services, and collaborates with internal and external technical teams when specialized support is required. The position monitors helpdesk trends to proactively identify and address recurring issues, manages daily priorities independently, and leads or contributes to technical projects that support organizational needs. The analyst also serves as a subject matter expert for IT and audio-visual support for executive and offsite meetings, coordinating with vendors and internal teams to ensure seamless technology experiences. We believe that when people from different cultures, genders, and points of view come together, innovation is the result —and everyone wins. Medtronic walks the walk, creating an inclusive culture where you can thrive. Our unwavering commitment to inclusion, diversity, and equity (ID&E) means zero barriers to opportunity within Medtronic and a culture where all employees belong, are respected, and feel valued for who they are and the life experiences they contribute. We know equity starts beyond our workplace, and we must play a role in addressing systemic inequities in our communications if we hope to have long-term sustainable impact.

Requirements

H igh school diploma (or equivalent) and 4+ years of experience
Customer service: Service mindset, dedication to meeting customer needs, supporting the ability to respond quickly, competently and patiently to client requests.
Communication: Excellent oral and written communication, ability to communicate complex technical information to non-technical audiences
Knowledge: Applies advanced in-depth knowledge of Desktop Support and broad knowledge across IT.
Problem-solving: Provides solutions to a wide range of difficult problems. Solutions are imaginative, thorough, practical, and consistent with organization objectives.
Interpersonal: Conflict resolution, teamwork, maintains a positive attitude towards customers, co-workers and the company
Adaptability: Works logically under pressure, shows leadership in times of change and stress.

Nice To Haves

Previous Medtronic Experience
Experience supporting: Microsoft Windows MacOS iOS Microsoft Office & Outlook Web-based applications Wireless networking Hardware components of a PC IP Printing A/V and Video Conferencing Technologies Teams/Zoom/WebEx and Similar Technologies Virus Protection Data encryption Remote management tools Android
Familiarity with Microsoft Exchange
Virtual private network
Dell hardware certifications
A+ Certification and/or any Microsoft Certified Professional from the MCSE track
ITIL Foundation or Masters Certification

Responsibilities

Resolve complex technical issues without using prescribed guidelines: Isolate and determine root cause of complex technical problems through any necessary means; work on problems of moderate to difficult scope, routinely requiring ingenuity and innovation, and where analysis of situations or data requires a rapid and in-depth evaluation of various factors.
Resolve issues with the utmost urgency, leveraging quick and accurate decision-making to determine if they can be resolved independently or if specialized assistance must be engaged; partner with internal and/or external support resources as required.
Prioritize workload by assessing the individual and business impact of problems.
Monitor helpdesk activities and trends in an effort to proactively address issues that may impact client base.
Independently set daily objectives, priorities, and work direction.
Lead projects and/or project teams to serve business needs for the organization and this executive client base.
Serve as the IT/AV SME for offsite meetings coordinating all related needs with external vendors and advising meeting organizers on their needs as appropriate.
Partner with internal and external AV resources to coordinate any needed support for executive participation in meetings.
Communicate relevant technical issues, upcoming executive events of note, and projects impacting executives to IT leadership, to ensure transparency and visibility.
Other responsibilities and tasks as requested by the executive client base and/or as assigned by Management.
Act as the single point of contact for all hardware, software, and other technology issues for VPs and EAs regardless of location.
Must be available on-site Monday-Friday as needed for scheduled meetings and support needs, as well as after hours and on call as appropriate.
Active participation in the needs of the Executives and their staff, responsibility for completion of assignments received from clients and management, and responsibility for decisions which regularly relate to highly sensitive matters.
Provide Executives and Assistants with Apple support including Genius Bar appointments.
Identify and determine best courses of action when no policy or procedure is in place to govern the situation, or when the circumstances require special handling.
Often deal with sensitive issues which require confidentiality and handle them with tact and diplomacy.
Set up computers, peripherals, audio/visual equipment, collaboration tools and presentation materials for executive meetings, including voice and video conference calls, townhall meetings, and other on-site and offsite events.
Recommend, obtain, and deliver solutions to best meet client requirements; educate and inform executive audiences on IT solutions that will meet their needs.
Develop and deliver new processes, products, services or solutions to address evolving support requirements, in conjunction with existing IT policies and support organizational objectives where no policy applies.
Develop and maintain expertise on current and new technologies to ensure proper technical proficiency.
The Executive Support Analyst should be considered a technical expert and may act as a resource to other staff members.
Monitor patch levels and vulnerabilities on all Executive devices regularly and remediate as needed.

Benefits

Health, Dental and vision insurance
Health Savings Account
Healthcare Flexible Spending Account
Life insurance
Long-term disability leave
Dependent daycare spending account
Tuition assistance/reimbursement
Simple Steps (global well-being program)
Incentive plans
401(k) plan plus employer contribution and match
Short-term disability
Paid time off
Paid holidays
Employee Stock Purchase Plan
Employee Assistance Program
Non-qualified Retirement Plan Supplement (subject to IRS earning minimums)
Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums)