Client Services Analyst - Elkton, United States - W.L. Gore & Associates

W.L. Gore & Associates

Verified Company

Elkton, United States

4 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

About the Role:
We are looking for a Client Support Analyst to join our Field Information Technology Services (FITS+) Team. This Associate will provide advanced IT support services to Medical Field Sales Associates.

The FITS+ role works as part of Gore Medical's IT infrastructure and operations function to provide immediate resolution to IT incidents, providing world class IT support.

This position offers multiple work arrangements: on-site at our facility in US East facility (Newark, Delaware or Elkton, Maryland), hybrid or fully remote work allowed
in most locations within the United States, depending upon the responsibilities of the role and business needs.

Responsibilities:

Deliver professional, empathetic, and engaged IT client support (laptops, tablets, phones, printers) to Medical Field Sales Associates in the Americas
Manage incidents through resolution, including routing to appropriate groups as necessary
Monitor service level agreements and communicate with other IT groups as appropriate to ensure timely service restoration
Cultivate positive relationship between FITS+ team members, global IT Associates, and Sales business functions

Required Qualifications:

Experience as an advanced user, or technical support, of Apple iPhones and iPads
Strong knowledge of ITIL Foundations V3/
Deep knowledge of Microsoft Windows 10 or higher with an understanding of PC desktop/workstations and related troubleshooting skills
Skill in logical and consistent problem solving, with emphasis on resolution of complex technical problems using basic root cause and other program analysis techniques
Maintain a positive attitude and relationship with internal Associates, team members, and external customers in stressful or demanding situations
Excellent organizational, personal time management, technology troubleshooting, problem solving, critical thinking, and verbal & written communication skills
Flexibly to work early or later shift(s), typically falls between 8:00am 8:00pm EST / M
F
Ability to travel 10%

Desired Qualifications:

CompTIA A+ and/or Network+ and/or Microsoft Certified Professional
Prior experience supporting iOS in a managed environment
Experience with ServiceNow IT Services Management

Remote Working Arrangements are permitted for Associates in the continental United States (US) and Canada, with appropriate approval and compliance with Gore's remote working policies, from the country in which they are employed.

For fully remote roles, the following locations are not eligible for new fully remote work arrangements:
Alaska and Hawaii (for all roles), and Rhode Island (for wage/hourly roles only).

What We Offer:

Our success is based on the capability and creativity of our Associates, and we are proud to offer a comprehensive and competitive total rewards program that supports your everyday and helps you build your tomorrow.

We believe in the strength of a diverse and inclusive workplace. With diverse perspectives, ideas and experiences, we uncover new possibilities and make a greater impact in the world.

We are proud of Associates for building on our rich history of innovation, upholding our values and supporting an inclusive work environment where we treat each other and our external partners with fairness, dignity and respect.

Gore is committed to a drug-free workplace. All employment is contingent upon successful completion of drug and background screening.

Gore will consider qualified applicants with criminal histories, e.g., arrest and conviction records, in a manner consistent with the requirements of applicable laws.

Gore requires all applicants to be eligible to work within the U.S. Gore generally will not sponsor visas unless otherwise noted on the position description.