Job Description: Job Title: Sr. IT Operations Analyst Reports to: CIO TransMedics IT Department is a dynamic and integral part of the organization, dedicated to supporting and enhancing the company's technology infrastructure and it's employees. As our Aviation department and locations expand, we are hiring a Sr. IT Operations Analyst to meet the increasing technological demands and support the strategic goals of the business.
ESSENTIAL TASK AND DUTIES INCLUDE: - The Sr. IT Operations Analyst will demonstrate strong knowledge and developing expertise in end user technologies.
- Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.
- Strong orientation to customer service and delighting customers
- Successfully executes all assignments timely and within acceptable quality levels
- Works collaboratively with team members when issues present themselves; does not settle for not knowing the outcome or resolution steps for important issues
- Effective communicator and problem solver - documents process and trains team members with ease
- Identifies knowledge gaps and closes them; demonstrates consistent intellectual curiousity and drives to learn more and self-develop himself/herself
- Perform all job functions consistent with TransMedics policies and procedures
- Assist with IT infrastructure improvements for TransMedics. Interact as needed with the IT service provider and TransMedics stakeholders.
- Provides timely technical assistance to TransMedics staff concerning the use of computer hardware and software, including office applications, operating systems, printing and hardware installation.
- Configure workstations and user accounts, including phone, Ethernet, computer, docking station. Provide equipment and services orientation to new employees.
- Facilitate help desk ticket resolution between employees and IT service provider and serve as escalation point to employees with unresolved open tickets
- Maintain equipment and software inventory. Coordinate the purchase of new workstation, software and license renewals.
- Perform other TransMedics task and duties as required.
- Assist with program account creation, account setup and account access.
BACKGROUND AND QUALIFICATIONS: - 5+ Years of Experience
- Extensive experience with Windows client operating systems and troubleshooting problems with Windows related software, including:
- Microsoft 365
- Active Directory Users and Groups
- Azure AD
- Intune
- Experience with Endpoint Security software including:
- Configuration/deployment management tools such as Intune, etc..
- Endpoint Detection & Response Tools such as Sentinel One and Microsoft Security
- Group Policy
- Email security
- Mac, JAMF experience a plus
- Solid understanding of network connectivity. Wireless and wired.
- Automation and central deployment experience
- The ideal candidate will have a primary understanding of designing, deploying and troubleshooting client endpoints.
- Strong analytical and deep-dive problem solving skills across multiple disciplines. (HW, OS, Network, etc.)
- The ability to prioritize and field service requests and incidents, via ticket, phone and occasional ad-hoc walk-ups individually and assisting team members.
- Understand ITIL Concepts (certification is a plus)
- IT Service Management tooling (ServiceNow, FreshService, etc..)
- Management and deployment experience of 3rd party software platforms and solutions
- Vendor management experience
- Well organized with strong asset and license capacity planning experience
- Ability to deploy and support misc. office equipment (printers, projectors, video conf.).
- Experience with physical security management solutions
- Excellent interpersonal skills
- Flexibility to support after-hours escalation & support
- Familiarity with aviation and Part 139 airports a plus
EDUCATION: - Bachelor's Degree in Information Systems or related degree; or equivalent cobmination of education, training certifications, and experience.
TransMedics is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, marital status, age, disability or protected veteran status, or any other characteristic protected by law. We are committed to creating an inclusive environment for all employees.