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1+ months

IT/Technical/Help Desk Analyst (Systems Support) - Skaneateles Falls, NY

Kelly Services
Skaneateles Falls, NY 13153
PLEASE NOTE: Must be authorized to work lawfully in the United States for any employer without sponsorship.


Kelly Services is seeking a Technical/Product Support Representative (Medical Device/IT Systems/Clinical/Healthcare) to join their team in Skaneateles Falls, NY for a leading global medical technology company whose products, services and more than 10,000 employees worldwide help people get better care inside and outside the hospital. PLEASE NOTE: Must be local will train on site for a 2-4 weeks then work remote until things open up again at which time they will work on site! Below are the details and required skills. For immediate consideration, please email your resume directly to: regan.brown@kellyit.com as well as apply online.


**Product Quality Representative I**


**Direct Hire (full-time/permanent)**

**Pay Rate: TBD/BOE**


DESCRIPTION:


+ Open roles for Representatives (7) and Leads (6) based on experience.

+ Hourly position. 8 hour shifts within 8 8 EST window and ability to work an on-call rotation.


Top Skills:


+ Medical device/IT systems technical support.

+ Operating Systems: Windows, Windows Server.

+ Networking: TCP/IP protocol, WAN, LAN, GSM/GPRS.

+ Familiarity with basic scripting languages such as BASH, Korn, VB, Java, and Perl.

+ Familiarity with DICOM and/or HL7 Standards.

+ Clinical workflow experience preferred.

+ Phone queue/email case support workflows.

+ Experience with quality processes in a regulated industry.

+ Minimum of associates degree in technical discipline (computer science preferred).

+ 2+ years experience in Customer service role.


Job Summary:


Responsible for providing support and technical assistance to customers, international distributors, field service and sales personnel. Services provided include instruction on the proper use of the Frontline Care product line, remote troubleshooting and diagnostic services, repair scheduling, complaint handling, parts ordering, and providing company information.


Essential Duties & Responsibilities:


+ Take ownership of customer and partner issues through resolution and provide technical support to our customers and partners via phone, email and other support channels as required.

+ Research, diagnose, troubleshoot and identify resolutions to resolve customer and partner issues related to application use and configuration.

+ Assist field service technicians with troubleshooting activities remotely, both Hardware and Software.

+ Provide prompt and accurate feedback of issue status to customers and partners.

+ Effectively and professionally communicate complex technical issues to a broad range of customers, partners and departments within the organization.

+ Ability to be in an on-call rotation and work extended hours on occasion to resolve issues experienced by customers.

+ Accurately and professionally document all communication with customers and partners in incident management system.

+ Proactively collaborate in a team environment with peers to assist in resolving customer and partner issues.

+ Elevate customer issues to senior staff as needed, providing detail description of problems along with steps taken to analyze the problem.

+ Place orders for Parts as related to service repair and troubleshooting for customers and field service.

+ Perform task related to orders to include Credits, Debits, billing and other.


Education & Experience:


+ A bachelors degree in computer science, computer information systems or equivalent work/school experience is preferred.

+ Successful candidates will have familiarity and 2-4 years experience with the following technologies, and have the opportunity to learn and work with others:

+ 3+ years of experience in customer service is preferred.

+ Clinical usage experience of Healthcare products is plus.

+ Operating Systems: Windows, Windows Server.

+ Networking: TCP/IP protocol, WAN, LAN, GSM/GPRS.

+ Clinical: Clinical workflow.

+ Familiarity with basic scripting languages such as BASH, Korn, VB, Java, and Perl.

+ Familiarity with DICOM and/or HL7 Standards.


Qualifications & Skills:


+ Excellent oral and written communication skills will be required as this position will involve direct communications with customers.

+ This position will require the ability to work under minimal supervision, within a group environment, to address a dynamic range of customer related issues.

+ The ability to multi-task and manage changing priorities throughout the day will be required.

+ Good listening skills and the capability to remain calm and helpful when working with customers is essential.

+ Acts with a sense of urgency, illustrates ambition, and drives for completion of tasks and projects.

+ Must demonstrate the ability to increase knowledge.

+ Must be a team-player, possess outstanding customer service skills and be self-motivated.

+ Possess the ability to manage time and prioritize critical priorities.


**Why Kelly:**


+ As a Kelly Services employee, you will have access to numerous perks, including:

+ Exposure to a variety of career opportunities as a result of our expansive network of client companies.

+ Career guides, information and tools to help you successfully position yourself throughout every stage of your career.

+ Access to more than 3,000 online training courses through our Kelly Learning Center, including accredited courses to obtain IT certifications, as well as PDU-approved courses.

+ Weekly pay.

+ Group-rate insurance options available immediately upon hire.*


**Apply today!**


**Refer a friend!**


*Available for purchase and administered by a designated third-party vendor. (45-60)


**Why Kelly** **** **?**


By partnering with Kelly IT, youll have direct connections to top companies around the globegiving you the chance to put your tech skills to work on some of todays most intriguing, innovative, and high-visibility projects. In a world where change is the only constant, our unparalleled connections and IT market expertise help you take your skills exactly where you want to go. Were here to help you gain experience, keep learning, and move your career forward.


**About Kelly** ****


At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/non-traditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.


Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.

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Posted: 2021-03-01 Expires: 2021-05-01

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IT/Technical/Help Desk Analyst (Systems Support) - Skaneateles Falls, NY

Kelly Services
Skaneateles Falls, NY 13153

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