IT Support Specialist

We’re hiring! If you want your contributions to make a real difference, check out this new career opportunity with us at Draeger where we are led by the guiding principle “Technology for Life”.

Member of regional field services IT team providing internal and remote support to customers in the North America region. Participation in the implementation of regional and global IT initiatives.

• Responsible for responding to, troubleshooting, prioritizing, resolving and documenting end user computing issues and problems within the North America region. Includes resolving hardware, software, print/scan/fax, connectivity and fundamental networking problems. Software problems include operating system, business application and commercial off the shelf applications.
• Provide excellent customer service to end user community through the support and resolution of issues and requests, including escalation to a manager for challenging or difficult situations.
• Manage new and ongoing requests and issues through the global ticketing application, ensuring timely feedback and documentation of status, resolution and any necessary actions within the guidelines of the established Service Level Agreements. Analyze and correct problems using documented procedures, available tools, and acquired knowledge and skills.
• Create and post relevant documentation on the above to the designated team site. Provide administration for user and device Active Directory accounts. Provide documented changes or improvements to troubleshooting techniques and procedures used by first level support staff.
• Provide input on methods for increasing the delivery of solutions and work place tools provided to business partners.
• Collaborate with other members of the IT team as needed, in order to resolve complex issues, gain knowledge, provide transparency of work being performed, or learn/alert to trending issues.
• Perform device imaging via SCCM (System Center Configuration Manager) for the set-up of new or replacement computers.

• Associates Degree or above in computer science, similar discipline or equivalent related education, training and experience.
• 1-3 years of experience in a Desktop Support role
• Microsoft Certifications or A+ Certification desirable
• Problem solving
• Collaboration
• Teamwork
• Attention to detail
• Empathetic outlook
• Flexibility
• Initiative
• Proactive thinking

Draeger has several sites located across North America as well as field-based sales and service positions. Our North America headquarters is located in Telford, PA just north of Philadelphia. We also have US sites in Andover, MA, and Houston, TX. Our Canada site is located in Mississauga, Ontario.

The design, development and manufacturing of Draeger’s Patient Monitoring product line takes place in our Andover, Massachusetts location.

EEO is the Law

Draeger is an Equal Opportunity Employer. To learn more: Know Your Rights: Workplace Discrimination is Illegal (dol.gov)