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IT Support Site Lead at The Cooper Companies

IT Support Site Lead

The Cooper Companies Livingston, NJ (On Site) Full-Time
IT Support Site Lead

CooperSurgical, Inc

Livingston, NJ

Position Summary:

CooperSurgical is a globally provider of more than 600 products, each with a focus on improving the health of women, babies and families additionally is a Premier Provider of Medical Devices, Fertility and Genomics Solutions.

Primarily responsible for the resolution and coordination of all IT Support tickets across assigned locations. This includes managing all related procedures, monitoring, tracking and coordination of IT Support tickets. Ensures coordination of local IT resources under Manager/Supervisor direction and provides IT relationship management for the key local business units. Reviews and implements relevant current technologies, policies and procedures while supporting projects and initiatives. Accountable for staffing/capacity planning, performance analysis, and developing proactive resolution plans for the assigned location/s. Provides and oversees effective management of the customer experience during the entire support process. Acts as the lead liaison for key local vendors and technology partners.

Additional responsibilities include user administration in Active Directory, Office 365 and a variety of applications, creating and maintaining PC images and equipment inventory, as well as remediation of security vulnerabilities as assigned by SecOps. As a member of the global IT team, support may be provided in person, by telephone, or via e-mail, in a timely and accurate fashion to provide end-user assistance where required. Occasional requirement to follow directions to install, upgrade, or troubleshoot network, server or phone system support may be required. Providing training to other IT staff to help ensure reliable, efficient, and consistent support with coverage driven by process and redundancy is also expected.

Essential Functions:

* Acts as the lead IT resource for assigned location/s. Coordinates efforts of local IT resources to achieve goals and objectives.

* Lead, coordinate and collaborate on business and IT projects, technology implementation and service management resolution to support operational efficiency and effectiveness.

* Provide and coordinate Service Management support functions, including incident and request management to meet published SLA's. Escalate tickets in accordance with IT procedures.

* While following the Service Management process, ensure all incidents and requests from customers are recorded and updated within the Service Management tool.

* Supports effective problem management through the analysis of incident trends and delivery of proactive solutions to enhance quality of service.

* P erforms onsite and remote analysis, diagnosis, and resolution of complex problems for end users, internal systems, and hardware. Recommends and implements corrective solutions.

* Procures, installs, configures, tests, maintains, and troubleshoots client computing hardware and software.

* Acts as a lead in the creation and maintenance of knowledge documents, usage guides and FAQs for both IT and business team members. Develop and deliver user training.

* Administers enterprise class IT systems and tools, including highly virtualized client computing environments.

* Provides administration of Active Directory Services including related components, server platforms and application integrations. Advanced use of client computing management, deployment, and reporting tools.

* Manage the client computing hardware and software lifecycles while providing effective IT Asset Management.

* Assist with local IT operational and capital expense budgeting and follow related purchasing procedures.

* Liaise with global third-party client computing partners. Manage local IT agreements and vendors.

* Oversees adherence to security policies and technology standards. Executes accurate Access Management while following IT Security & Compliance procedures (Sarbanes Oxley).

* Assess need for any system additions or changes (minor or significant) based on requests and trends. Documents, recommends, and presents the assessment through the defined Global Intake process.

* Coordinates and p articipates in the IT Operations out of hours support rotation (if applicable) .

* Install, configure, test, patch, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required service levels.

* Collaborate with network and server administrators to ensure efficient operation of the company's computing environment or resolve issues with end-user workstation networking software products.

* Implement planned changes, emergency changes, and continuous improvements while abiding by IT CAB policies.

* User account provisioning including add/remove/change following approved SOPs and work instructions.

* Identify and suggest areas for process improvement.

* Identify and suggest areas for cost-savings.

* Manage and maintain local hardware inventory levels for quick deployment based on demand.

* Performs additional duties or assignments as directed by management.

Q ualifications:

* Knowledge, Skills, and Abilities

* Team orientated, able to lead and co-ordinate resources effectively.

* Outstanding ability to effectively organize, prioritize and execute tasks, particularly in high-pressure situations.

* Ability to collaborate efficiently with technical and business teams.

* Solid IT to business relationship management skills.

* Ability to effectively prioritize and execute tasks in a high-pressure environment.

* Fluent in local language and a competent level in English.

* Strong written, oral, and interpersonal communication skills.

* Strong customer service orientation, at ease communication with all levels of the business.

* Ability to present ideas in business and customer friendly language.

* Demonstrates initiative, is highly self-motivated and directed.

* Proven analytical and problem-solving abilities.

* Ability to interpret and develop technical manuals, procedural documentation, and guides.

* Ability to conduct research into issues and products as required.

* Develop personal technical knowledge by attending educational workshops, training events, and reviewing relevant technical materials.

* Excellent technical knowledge of client computing hardware and software, including MS Windows (recent versions), MS Office and related products/cloud services (Outlook, Excel, Word, Visio, PowerPoint, Project, etc.), web browsers, and utility applications such as anti-virus, file management, desktop deployment and Active Directory.

* Strong technical knowledge of client computing hardware and mobile devices.

* Ability to operate tools, components, and peripheral accessories.

* Proficient in supporting/managing the Microsoft 365 suite of cloud products (certification a plus).

Experience :

* Extensive support experience with current client computing operating systems and applications.

* Working experience utilizing ITIL Service Management best practice framework.

* Experience in conducting customer training and creating knowledge documentation.

* Extensive client computing hardware troubleshooting experience, including laptop, desktops, mobile devices, peripherals etc.

* P ractical experience of IT procurement processes and vendor management .

* Experience of supporting project implementations and owning project tasks.


* Technical Degree in Computer science or Information system or related . University background is preferred.

* A minimum 5 years' experience supporting PC and laptop hardware and software in a corporate environment.

* Certifications and professional qualifications etc. strongly desired.

CooperSurgical does not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, genetic characteristic, or other characteristics protected by law. Company policy also prohibits harassment of employees or applicants based on these characteristics

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