IT Specialist

About KARL STORZ

KARL STORZ North America is a global frontrunner in medical technology and advanced visualization, delivering specialty innovations, smart instruments, integrated ecosystems, and intelligent imaging solutions to enhance connectivity and software applications in operating rooms worldwide. As a family-owned MedTech company, they focus on long-term innovation aimed at improving patient outcomes around the globe.

Role Overview

The IT Specialist serves as the primary contact for resolving technical support issues raised by business partners. This role focuses on responding to and resolving incidents and service requests, primarily through phone support and self-service channels, with some deskside assistance. The specialist also contributes to creating and maintaining solution documentation for internal and external reference. This position requires full-time onsite presence initially at the Auburn, MA office for five days a week.

Key Responsibilities

• Deliver exceptional customer service ensuring IT support meets business partner requirements.
• Handle incoming calls to the IT support center, managing incident and request tickets submitted via self-service.
• Provide occasional deskside support for technical issues.
• Gather and document detailed information about user requests and incidents in the ticketing platform.
• Resolve as many tickets as possible directly, escalating unresolved issues to specialized teams.
• Prepare desktop and laptop systems for new hires and device refreshes.
• Conduct data transfers and inventory updates during employee offboarding.
• Maintain precise asset records and manage equipment moves, adds, and changes.
• Communicate effectively with users to confirm resolution before closing support tickets.
• Support audio and video conferencing setups for meetings.
• Contribute to projects and IT changes under supervision of project managers or senior specialists.
• Manage asset inventory to ensure accuracy and accountability.
• Mentor and guide new Service Desk staff members.

Candidate Requirements

• Proven capability to accurately capture and document technical and user information, bridging IT and user language effectively.
• Commitment to learning and maintaining knowledge of IT support processes, desktop applications, and business operations using knowledge management resources.
• Familiarity with Service Level Agreements (SLAs) and incident response standards.
• Excellent communication skills for delivering clear and structured updates to business partners, management, and IT team members.

Success Factors

• Proactively identifies areas for improving Service Desk processes.
• Fosters collaborative relationships between the Service Desk and other IT support groups.
• Demonstrates initiative in enhancing service quality and the workplace environment.
• Welcomes feedback and continuously seeks opportunities for professional growth and improved performance.

Why Join KARL STORZ?

By joining KARL STORZ, you become part of a team that pioneers medical innovations deeply impacting patient care globally. The company culture respects and empowers its talent, encouraging employees to contribute toward advancing MedTech excellence.