Job Detail

Joining Intuitive Surgical means joining a team dedicated to using technology to benefit patients by improving surgical efficacy and decreasing surgical invasiveness, with patient safety as our highest priority.

Primary Function of Position:

The primary role of the IT User Support Specialist is providing first and second level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Service Desk objectives.

Roles and Responsibilities:

• Setup equipment and access (including network and pertinent application access) for employee use, performing proper installation of hardware, operating systems and application software. This includes but not limited to: Laptop, Desktop, Printer, Fax, Phones (iOS & Android), Mobile Devices (Tablets) and peripheral equipment


• Analyze and provide technical solutions to new and ongoing incidents and requests within SLA agreements, documenting solutions as required. Develop root cause analysis and corrective actions plan


• Maintain a high level of customer service for all incidents; this includes ensuring that customers are provided with regular updates


• Assist with on-boarding of all new users, including PC setup and deployment for new employees using standard hardware, images and software


• Route and escalate non-Tier1/2 issues to respective responsible parties, conduct periodic follow-up and maintain resolution status


• Log, track, document and resolve incoming requests using the help desk software solution


• Maintain inventory of all equipment, software and software licenses


• Work closely with US Corporate IT, Ops and Infrastructure teams to align projects and processes

Required Knowledge, Skills, and Experience:

• 3-5 years of IT Support experience in a multi-cultural, fast moving environment


• Must be a self-starter, quick learner, results-oriented and have a track record of timely, high-quality deliverables


• Strong ability to prioritize multiple tasks and requests simultaneously

Shift : Shift 1 - Day

Travel : No