Sr. Desktop SupportAlign Technology

Transforming smiles. Transforming lives. Transforming an industry.

 

At Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our teams are constantly pushing the boundaries of what’s possible.

 

Ready to join us? 

 

The Sr. Desktop Support Specialist is responsible for effectively, efficiently, and promptly resolving issues relating to computer systems, software and various other services IT provides for local and remote users. You must be proactive, service-oriented, willing to accept responsibility, able to work with demanding deadlines, flexible, decisive and possess excellent team working skills. You must be able to maintain professional composure under stressful situations.

As a Sr. Desktop Support Specialist, you are the direct support to users of the regional office, while also providing support to remote staff globally. You respond to customer communication regarding software/hardware issues received via phone, email or a ticketing solution. You evaluate the nature of the problem, determine the appropriate solution and provide assistance to resolve the situation for the customer. You also accurately and thoroughly document information in the provided ticketing solution for each contact handled following defined parameters.

 

·         Provide oversight for AV and end-user workspace buildout and enhancements for the local office 

·         Provide on-demand support for hardware, software and access for in-person requests (walk up) 

·         Provide primary escalation support for our Global Service Desk team

·         Break-fix of computers, printers & AV equipment/accessories in conference rooms, cafes and signage displays. 

·         Pilot test new hardware/software for compatibility with Align’s existing environment

·         Escalate and report Major Incidents to the appropriate IT resources.  

·         Primary operational responsibilities for End User Engineering tools and services

·         Execute Onboarding & Offboarding processes in accordance with defined procedures and timelines.

·         Maintain and deliver new hire orientation to all incoming personnel in US/Canada

·         Provision & revoke access to company resources as detailed in company identity and access management policies and procedures.

·         Engage with vendors for warranty replacement/support of end-user systems.

·         Maintain inventory of assets for all computers, mobile phones, AV equipment, etc.  

·         Accurately and thoroughly document information in the ticketing system about each request/issue handled or reported

·         Adhere to the Global Standards as defined by the Tier 3 IT teams.

·         Document help sheets, usage guides and FAQs for all end users with maximum transparency via the knowledge base. 

·         Actively engage in feedback mechanisms to ensure maximum efficiency in any and all service management tools

·         Provide recommendations for improvements to existing policies and procedures

·         Identify trending issues impacting employee productivity and develop solutions for issue resolution and/or mitigation.

 

·         IT-related degree or 6 years of equivalent work experience.

·         Team player mentality - enhance team performance, promote a positive attitude and a whole company mindset 

·         Customer focus, with the ability to adapt style to effectively navigate challenging situations with patience and professionalism

·         Ability to convert technical concepts into plain English

·         Positive, can do attitude to problem resolution and interaction with the end user community 

·         Strong background working with end-user operating systems, including Windows 10, MacOS, and iOS.

·         Foundational knowledge of fundamental security concepts – encryption, anti-virus/anti-malware, multi-factor authentication, etc.

·         Hands on experience with IT Service Management software (e.g. ServiceNow)

·         Solid understanding of the ITIL Framework

 

Great! Click the Apply link below to let us know you are interested.  Not the right fit?  Don’t worry, there are lots more opportunities.  Please consider sharing this opportunity with others in your network.  

Invisalign clear aligners, iTero Intraoral scanners, and OrthoCAD digital services that help dental professionals achieve the clinical results they expect and deliver effective, cutting-edge dental options to their patients.