A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
HG Medical is a leading provider of innovative medical device solutions, specializing in high-precision orthopedic implants and instruments. Our dedication to quality and excellence drives continuous improvement, enabling us to deliver products that meet the evolving needs of the healthcare industry.
Job Overview:
Join our international team as an IT Help Desk Technician, a critical role supporting HG Medical USA's technology infrastructure and end-user experience. You will serve as the first point of contact for all IT support needs and, in collaboration with the Global IT team in Germany, ensuring smooth daily operations across the organization through responsive troubleshooting, proactive maintenance, and a customer-focused approach.
Key Responsibilities:
Provide first-level technical support to employees via in-person requests, or ticketing system. Diagnose and resolve issues related to hardware, software, and network connectivity. Manage, configure and deploy computers, mobile devices, and peripherals for new and existing employees. Manage user accounts, permissions, and access in Microsoft 365 and Active Directory. Assist with onboarding and offboarding processes, ensuring data security and access control. Maintain and track IT equipment inventory and software licenses in our asset management and software deployment system. Support system updates, data backups, and security protocols. Collaborate with external vendors and IT leadership to escalate and resolve complex issues. Document troubleshooting steps, recurring issues, and technical solutions to build internal IT knowledge and validate IT devices. Promote cybersecurity best practices and assist in employee IT training initiatives.
Qualifications:
Foundational understanding of IT security, Windows operating systems, Microsoft 365, and networking (LAN, Wi-Fi, VLAN, NAC, etc.). Strong analytical, troubleshooting, and communication skills. Customer-oriented mindset with the ability to work independently and prioritize multiple requests. Attention to detail and commitment to data integrity and confidentiality. Basic knowledge of the German language would be an advantage but is not essential.
Education and Experience:
Associate degree or equivalent experience in Information Technology, Computer Science, or related field. at least 3 years of experience in an IT support, help desk, or system administration role preferred. Familiarity with IT ticketing systems, remote desktop tools, and hardware setup in a manufacturing environment is a plus. A basic understanding of a manufacturing company is advantageous. Excellent communication skills, both written and verbal, to interact effectively within the team, with interface teams and managers
What We Offer:
Onboarding and basic training in soft- and hardware in use with IT colleagues from Germany Competitive salary and benefits package. Opportunities for professional growth and development. A collaborative, innovative work environment. The chance to make a significant impact in the medical device industry.
Pay:
$60,000.00 - $70,000.00 per year
Benefits:
401(k) Dental insurance Health insurance Paid time off Vision insurance
