Job Information
Verathon, Inc. Service Desk Technician III in Bothell, Washington
Service Desk Technician III Location US-WA-Bothell ID 2024-1315 Category Information Technology Position Type Full-Time Work Model Onsite Company Overview Verathon is a global medical device company focused on supporting customers by being their trusted partner, delivering high-quality products that endure over time and ensure clinical and economic utility. Two areas where Verathon has significantly impacted patient care, and become the market leader in each, are bladder volume measurement and airway management. The company's BladderScan portable ultrasound and GlideScope video laryngoscopy & bronchoscopy systems effectively address unmet needs for healthcare providers and meaningfully raise the standard of care for patients. Verathon, a subsidiary of Roper Technologies, is headquartered in Bothell, Washington, USA and has international subsidiaries in Canada, Europe and Asia Pacific. For more information, please visit www.verathon.com. Overview Verathon is looking for a Service Desk Technician III to become the newest member of the Information Technology (IT) Team located in Bothell, WA. The Service Desk Technician III is responsible for receiving, prioritizing, documenting, and actively resolving end-user support and service requests. In addition, maintain industry-standard IT hardware, software, network, and mobile technology. The successful candidate will be self-motivated and driven, display excellent interpersonal skills and strong attention to detail, and thrive in a fast-paced, challenging environment. Responsibilities * Provide comprehensive 24/7 IT support to over 800 global users. * Demonstrate high proficiency in incident, service, and change management. * Efficiently handle, document, and recommend process improvements for a wide range of moderately complex incidents in an ITSM system. * Perform one-on-one end-user problem resolution via phone, instant messaging, and in-person interactions. * Train and continually support Tier I and II Service Desk technicians. * Handle escalated complex or time-sensitive issues. * Exhibit exceptional customer service and communication skills. Provide professional, empathetic assistance to address complex inquiries and ensure customer satisfaction. * Utilize advanced problem-solving and analytical abilities to make informed decisions for resolving complex technical issues and improving service desk operations. * Configure and deploy end-user PC desktop hardware, software, and peripherals. * Develop and maintain comprehensive technical documentation and standard operating procedures (SOPs) for the Service Desk team. * Deliver hardware and application orientation and training sessions for new and existing Verathon employees. * Maintain extensive knowledge of IT infrastructure and applications to provide comprehensive support and troubleshooting across diverse technologies. * Provide comprehensive support for the user environment, including mobile device management, printing services, asset tracking, and daily workflow optimization. * Support Tier IV staff and IT Leadership as required. * Ensure adherence to Service Level Agreements (SLAs) and achievement of key performance indicators (KPIs) for all support requests. Qualifications * Bachelor's degree in IT or equivalent experience in end-user service desk support. * 3+ years of IT experience in a similar role, working with ITSM tools (ServiceNow, Freshservice, Jira, etc.). * Extensive experience supporting current hardware, software, and technologies. * Experience supporting cloud applications. * Proven ability to work in a collaborative, team-oriented environment. * Exceptional interpersonal skills include rapport building, active listening, and question