Senior Technologist, IT

Edwards Lifesciences•Irvine, CA

29d•$70,000 - $99,000•Onsite

About The Position

Edwards Lifesciences is seeking an experienced Technologist proficient in supporting nationwide users to join their dynamic global team. This role will provide technical support for US THV Field Representatives and designated internal THV stakeholders, focusing on endpoint readiness, hardware/software troubleshooting, device deployment, application access, and timely issue resolution to support field and business operations. The company is a global leader in patient-focused medical innovations for structural heart disease, critical care, and surgical monitoring, with a history of enhancing and saving lives through innovation.

Requirements

Associate's Degree or equivalent in a technical degree/certification in a related discipline.
A minimum of seven years of work experience including IT hardware/software experience.
Microsoft Certified Desktop Technician.

Nice To Haves

Bachelor's Degree in computer sciences, information systems, or related discipline.
Ability to manage users and PCs using Active Directory and approved endpoint management tools.
Proficient in Microsoft suite of applications, including Microsoft Office, Outlook, Teams, OneDrive, Adobe, and related business tools.
Ability to perform IT hardware and software diagnostics and repairs for laptops, desktops, mobile computing devices, peripherals, IP phones, handheld scanners, and related equipment.
Effective cable management skills to maintain organized workstations and data closets.
Ability to adapt and learn new technologies as needed.
High level of professionalism during interactions with customers, vendors, and internal IT partners.
Basic understanding of approved AI-enabled productivity tools, such as Microsoft Copilot or similar tools, to assist with documentation, summarization, troubleshooting notes, user guidance, and support communications.
Ability to use AI tools responsibly while protecting confidential, customer, employee, patient, and company information.
Ability to validate AI-generated information before using it in troubleshooting, documentation, user communication, or decision-making.
Willingness to learn approved AI tools and follow company policies for secure, appropriate, and ethical use.
Ability to use AI-assisted outputs as a support aid while maintaining ownership, judgment, and accountability for the final communication or technical recommendation.

Responsibilities

Troubleshoot and repair hardware and/or software for desktops, laptops, peripheral equipment, and other IT-related hardware (Tier 2/3).
Coordinate activities with third-party vendors, including order fulfillment, warranties, project needs, vendor relations, feedback, and escalations.
Configure and manage customer workstations, portable computing devices, and peripherals following defined imaging and deployment processes.
Create and maintain defined image and deployment processes for workstations, portable computing devices, and peripherals while aligning to global standards and regional requirements.
Train users on hardware, software, and related systems through various methods including one-on-one, small group, ad-hoc, and hands-on instructions.
Manage installation of desktops, laptops, peripheral equipment, and other IT-related hardware, both onsite and remotely.
Assist the business with defining tablet and mobile device solutions to meet operational and business needs while remaining aligned with global IT.
Manage priorities based on service requests, emails, Teams messages, and incident tickets, regularly updating tickets to reflect work performed.
Provide visibility of costs related to service requests and comply with approval requirements.
Define lifecycle upgrade requirements and other IT project support needs involving IT Technicians/Technologists.
Provide timely support for THV Field Representatives and designated internal THV stakeholders to minimize disruption to sales, field, and business operations.
Assist with device readiness, application access, and basic troubleshooting for laptops, tablets, mobile devices, and approved THV tools.
Support onboarding, device setup, application installation, and user readiness activities for new or transitioning THV users.
Identify recurring issues impacting Field Representatives or THV users and escalate patterns with clear documentation and recommended next steps.
Partner with Desktop Support, Endpoint Management, Identity, Networking, Security, and application teams when issues require additional access, ownership, or escalation.
Maintain accurate ticket updates, user communication, troubleshooting notes, and follow-up until the issue is resolved or properly escalated.
Support field productivity by explaining technical issues in clear, non-technical language and ensuring users understand the next steps.
Participate in lifecycle upgrades, device refresh activities, and support initiatives as assigned while maintaining Field Rep support as the priority.
Be available and responsive, understanding user urgency and the importance of timely support for Field Representatives and THV users.
Be approachable and customer-focused, communicating with Sales Representatives and Sales Operations users clearly and resolving technical issues effectively.
Build confidence with Sales users by providing reliable, responsive, professional, and consistent support.
Develop strong working relationships with Sales users by demonstrating reliability, professionalism, urgency, and accountability.
Follow documented procedures and checklists accurately while recognizing when escalation or additional review is needed.