Senior IT Client Support Specialist

AtriCure, Inc. provides innovative technologies for the treatment of Afib and related conditions. Afib affects more than 33 million people worldwide. Electrophysiologists and cardiothoracic surgeons around the globe use AtriCure technologies for the treatment of Afib and reduction of Afib related complications. AtriCure's Isolator Synergy Ablation System is the first medical device to receive FDA approval for the treatment of persistent Afib. AtriCure's AtriClip Left Atrial Appendage Exclusion System products are the most widely sold LAA management devices worldwide. AtriCure's Hybrid AF Therapy is a minimally invasive procedure that provides a lasting solution for long-standing persistent Afib patients. AtriCure's cryoICE cryoSPHERE probe is cleared for temporary ablation of peripheral nerves to block pain, providing pain relief in cardiac and thoracic procedures. For more information, visit AtriCure.com or follow us on Twitter @AtriCure.

We foster a culture of inclusion by embracing diverse experiences and individuals where everyone's authentic self is welcome. We offer supporting programs and resources that provide enriching and equitable opportunities for each person to contribute professionally and personally.

POSITION SUMMARY:

Responsible for ensuring positive IT customer experiences through high quality service and communication. Handles client service and support related requests and issues (local and remote). Responds to and resolves complex client issues through incident recognition, research and isolation, resolution, escalation, and follow up. Ensures the capture and documentation of client and problem-solving process information. Administers assigned systems and databases. Evaluates, develops, and provides trending and metrics reporting. Engages in client enablement and continuous improvement evaluations and activities that include new designs, process and work-flow improvements, and product, and technology changes. Updates status and completion in service management system and to clients through all means of communication. Relies on experience and judgment as well as pre-established procedure and instructions to identify, research and resolve technical problems presented through Level I, II and III Service Desk tickets. Establishes IT's Client Service and Support image by interacting with team members, vendors, and clients.

ESSENTIAL FUNCTIONS OF THE POSITION:

• Provide end-user technical support by troubleshooting hardware, software, phone, and network issues.
• Perform system administration tasks in environments such as Active Directory, Office 365, and Intune.
• Identify opportunities for workflow improvements, automation, and self-service solutions; collaborate on implementation.
• Install, configure, maintain, and repair computer hardware, software, and peripheral equipment.
• Interface with Managed Service Providers (MSPs) to ensure high levels of service and issue resolution.
• Evaluate vendor solutions and test for compatibility with existing IT infrastructure and organizational needs.
• Document processes, technical solutions, and Knowledge Base articles for users, IT staff, and MSPs.
• Provide remote and in-person training to end users on technology tools and best practices.
• Monitor and analyze support trends, providing recommendations for process improvements.
• Coordinate with vendors for hardware/software support and escalate as necessary for resolution.
• Participate in IT departmental planning and assist with implementation of strategic initiatives.
• Maintain clear communication with users, follow up on support tickets, and ensure timely resolution.
• Support A/V setup and troubleshooting for meetings and events of varying size.
• Work independently and collaboratively on complex issues and IT projects.
• Stay current on industry trends and technologies through training, workshops, and publications.

ADDITIONAL ESSENTIAL FUNCTIONS OF THE POSITION:

• Collaborative team-oriented mindset
• Excellent problem-solving and troubleshooting skills
• Self-starter
• Knowledge of networking principles and operating systems
• Ability to effectively prioritize and execute in high pressure situations
• Ability to communicate technical information effectively to non-technical employees
• Ability to make sound decisions and use good judgment
• Regular and predictable work performance

BASIC QUALIFICATIONS:

• Bachelor's degree from a four-year college or university or equivalent experience
• 5+ years support/desktop experience/some server admin, application support
• Strong communication, interpersonal, and analytical skills
• Ability and desire to provide excellent customer service to internal customers
• Ability to work independently, with a team, and in a dynamic environment
• Ability to travel 10%

PREFERRED QUALIFICATIONS:

• Knowledge of MS operating systems and applications
• Microsoft Desktop Certification MCSA
• A+ Certification
• Experience with remote system management, Intune preferred

OTHER REQUIREMENTS:

• Ability to regularly walk, sit, or stand as needed
• Ability to occasionally bend and push/pull as needed
• Ability to regularly lift up to 25 pounds, occasionally lift up to 50 pounds
• Ability to pass pre-employment drug screen and background check

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AtriCure has a variety of benefits available for US based employees and their families. Examples include Medical & Dental beginning day 1 of employment, 401K plus match, 20 days of paid Parental Leave, in addition to maternity leave, for new moms and dads, Volunteer Time off, Pet Insurance, and more. Corporate-based employees also have full access to our on-site fitness center and cafeteria. To see a complete list of our benefits, please visit our careers website: https://www.atricure.com/careers-atricure/benefits. AtriCure participates in the federal E-Verify program to confirm the identity of and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here https://www.e-verify.gov/ AtriCure is an Equal Employment Opportunity/Affirmative Action employer and provides Drug Free Workplaces. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national or ethnic origin, age, protected veteran status, status as an individual with disability, sexual orientation, gender identity or any other characteristic protected by federal, state, or local law(s).