Service Desk Technician

Applied Medical • Rancho Santa Margarita, CA

1d • Onsite

About The Position

Applied Medical is a medical device company that develops and manufactures advanced surgical technologies. The Service Desk Technician provides technical support to team members across the organization, helping maintain the operation of computer systems, software applications, and telecom services. The role supports the reliability and efficiency of the company’s IT infrastructure by troubleshooting issues, managing user accounts, and delivering customer service in a fast-paced environment.

The technician responds to support requests in a call center environment and documents work in the IT Service Management system. They troubleshoot hardware, software, and network issues; educate users on system functionality and best practices; and collaborate with IT colleagues to escalate complex issues. The role also requires accurate documentation and compliance with established procedures, IT security protocols, and company standards.

Requirements

• At least two years of experience in desktop support or help desk roles.
• Hands-on experience with Windows 10 and Windows 11, Active Directory, System Center Configuration Manager (SCCM), and Microsoft Office.
• Strong computer, application, and network troubleshooting skills.
• Verbal and written communication skills for supporting end users in a call center environment using remote support tools.
• Strong customer service skills and commitment to delivering a quality client experience.
• Experience providing desktop support in a multi-building corporate campus environment.

Nice To Haves

• Bachelor’s degree in Computer Information Systems, Management Information Systems, or a related field.
• Familiarity with enterprise tools such as SAP, Digital Guardian, Cisco AMP, Mimecast, Office 365, BitLocker, InTune, Azure, and ServiceNow.
• Experience with macOS and troubleshooting issues on iOS and Android platforms.
• Advanced knowledge of TCP/IP, DNS, DHCP, and VLANs.
• Ability to exercise independent judgment within established procedures.

Responsibilities

• Provide technical support for computers, software, and telecom systems through the IT Service Desk.
• Respond to assistance requests by phone and email in a call center environment and log issues in the IT Service Management system.
• Troubleshoot and resolve issues with peripheral equipment, including printers, scanners, copiers, and audio-visual systems.
• Manage user accounts, including system monitoring and administrative updates.
• Educate users on system functionality and best practices to improve productivity and minimize downtime.
• Collaborate with IT team members to escalate complex issues and ensure timely resolution.
• Maintain accurate documentation of support activities and follow procedures for compliance and quality assurance.
• Resolve technical issues promptly to minimize disruption and maintain operational efficiency.
• Communicate clearly and professionally with end users and provide exceptional customer service.
• Maintain accurate tracking of support requests and demonstrate troubleshooting across hardware, software, and network environments.
• Share knowledge and collaborate with the team to improve processes.
• Ensure support activities comply with IT security protocols and company standards.

Benefits

• Comprehensive benefits package.
• Training and mentorship opportunities.
• On-campus wellness activities.
• Education reimbursement program.
• 401(k) program with discretionary employer match.
• Generous vacation accrual and paid holiday schedule.
• Competitive compensation range of $22–$36 per hour in California; bonus and incentive compensation plans may apply.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed