Technical Support Tech I

Job Summary

Job Description

Responsible for Tier I software and hardware support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application, hardware and software problems.

• Primarily responsible for providing software and hardware support for Medline’s employees, sales reps, and Medline customers
• Diagnose and resolve problems using documented procedures and checklists (where available) in the performance of most responsibilities. 
• Understand team and department service level agreements and follow team guidelines and procedures to manage open issues in an efficient manner to help ensure these service levels are achieved.  These service levels include such topics as issue resolution duration, call answer times, dropped call rates, first contact resolution rate and customer satisfaction ratings.
• Provide technical advice, guidance and informal training to customers on hardware and software programs.
• Serve as the I/S Department’s single point-of-contact for end-users.  Provide technical advice, guidance and informal training to customers on hardware and software programs.  In addition to problem identification, perform on-the-spot training to prevent problem reoccurrence and promote knowledge transfer.
• Provide an appropriate level of empathy and sensitivity to all customers.  Promote a professional, responsive, and positive experience through all aspects of interaction including verbal and written correspondence.
• Enter call data into Medline’s tracking system with enough detail that other I/S Technicians can pick-up the issue and proceed toward resolution without the need for additional communication regarding criticality, symptoms, and actions taken to date.
• Provide a high level of detail in the documentation of all calls that require escalation outside of the immediate team to allow the individuals being assigned the problem the ability to fully understand the impact, scope, diagnoses results and attempted changes to date without communication beyond the logged ticket.
• Escalate higher tier problems to appropriate team members or other I/S support teams
• Suggest/present new knowledge base articles to assist others in the diagnosis and resolution of specific issues.  Consider business processes and system interaction when creating this documentation.  Determine proper delivery method for this communication: e.g. formal training, distribution of soft copy document, etc.  Work with Management as necessary to ensure departmental consistency.

Education

Associate’s or Bachelor’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field or equivalent work experience.

Relevant Work Experience

At least 2 - 3 years of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills

Additional

Provides Tier 1 support of low to medium complexity. Functions, somewhat independently, under general direction of more senior team members, Team Leads or Managers. Follows documented procedures and checklists.

Education

Associate’s or Bachelor’s Degree.

Technical institute degree/certification in Computer Science, Information Systems, or related field

Relevant Work Experience

Experience with most of the following:  a call tracking system such as Ivanti, AD, 2FA, Outlook functionality, Help Desk practices.

Nice to Have Experience

Experience providing end user support to a sales application, CRM or Smart Quote.

Certification / Licensure

N/A

DISCLAIMER

All duties and requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This position description in no way states or implies that these are the only duties to be performed by an employee occupying this position.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor(s)/manager(s).

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Medline Industries, LP, and its subsidiaries, offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

The anticipated salary range for this position:

This salary range is an estimate and the actual salary will vary based on applicant’s location, education, experience, skills, and abilities. This role is bonus and/or incentive eligible. Medline will not pay less than the applicable minimum wage or salary threshold.

Our benefit package includes health insurance, life and disability, 401(k) contributions, paid time off, etc., for employees working 30 or more hours per week on average. For a more comprehensive list of our benefits please click here. For roles where employees work less than 30 hours per week, benefits include 401(k) contributions as well as access to the Employee Assistance Program, Employee Resource Groups and the Employee Service Corp.

Every day, we’re focused on building a more diverse and inclusive company, one that recognizes, values and respects the differences we all bring to the workplace. From doing what’s right to delivering business results, together, we’re better. Explore our Diversity, Equity and Inclusion page here.

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.