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    Client Services Analyst - Phoenix, United States - W L Gore & Associates Inc

    W L Gore & Associates Inc
    W L Gore & Associates Inc Phoenix, United States

    2 weeks ago

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    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
    • Provide outstanding customer support through triage, diagnosis, and accurate response to incidents via remote access, email, phone, and chat
    • Manage incidents through resolution, including routing to appropriate groups as necessary
    • Assist on more complex web, infrastructure, and applications incidents
    • Monitor service level agreements and communicate with other IT groups as appropriate to ensure timely service restoration
    • Collaborate with application, hardware, and cloud support specialists to resolve more complex problems
    • Cultivate positive relationship between FITS+ team members, global IT Associates, and Sales business functions

    Required Qualifications:

    • Minimum of a Bachelor's degree in Information Technology (or related discipline) and minimum 1.5 years of IT experience in a Client Support or related role OR an Associate's degree and minimum 3 years of experience in diverse first level support for applications, infrastructure, or service desk OR a minimum 5 years of experience in diverse first level support for applications, infrastructure, or service desk
    • Experience as an advanced user, or technical support, of Apple iPhones and iPads
    • Strong knowledge of ITIL Foundations V3/4
    • 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
    • Aptitude and desire to serve as a subject matter escalation point for handling select IT-related incidents and/or service requests associated with application, operating system and/or other IT services related symptoms
    • 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 provide benefits that offer choice and flexibility and promote overall well-being.

    And in keeping with our belief that every Associate should share in the collective success of the enterprise; we provide a distinctive Associate Stock Ownership Plan in each country as well as potential opportunities for "profit-sharing".

    Learn more at

    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 an equal opportunity employer.

    We welcome all applications irrespective of race, color, religion, sex, gender, national origin, ancestry, age, status as a qualified individual with a disability, genetic information, pregnancy status, medical condition, marital status, sexual orientation, status as a covered veteran, gender identity and expression, and any other characteristic protected by applicable laws and regulations.

    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.

    Our Talent Acquisition Team welcomes your questions at

    Additional Information


    • Travel%: 10%
    • Shift: Day Job
    • Schedule: Full-time
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