Job Description

Primary Function of Position:

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.The RSSS is responsible for supporting hardware and software for all location specific employees by utilizing best practices as facilitated by the IT Operations, Infrastructure, Security, and Network departments respectively. The scope of hardware support includes all laptops, desktops, printers, cell phones, telecom (VOIP), audio visual, servers and network equipment. The scope of software support includes Microsoft Operating Systems, Cisco OS, e-mail, third party software used to support business functions, and various internal corporate supported business applications (e.g. MS Office, SAP).

Roles and Responsibilities:

This position has responsibility and authority to

• Respond to requests for IT assistance directly from corporate and field users, or as escalated from Tier I or II support
• Document and maintain processes, best practices, knowledge base and training materials
• Support all building needs including computers, printers, copiers, meetings, A/V, and security
• Manage or participate in various assigned projects as needed
• Ensure company and departmental goals as defined by management are met completely and on time
• Communicate with management to provide timely reporting of issues, status, and resolutions
• Maintain Cisco networking hardware such as IOS based Catalyst LAN Switches, Wireless Access Points and management infrastructure
• Maintain Cisco video conferencing units and voice infrastructure hardware via troubleshooting methods or software such as Call Manager, Unity, and Prime Collaboration Provisioning
• Work closely with IT Operations and collaborate with employee departments on site to support meetings and maintain the video conferencing infrastructure
• Coordinate with Business Application, Network, Security, Infrastructure, Windows, and Facilities teams to facilitate issue resolution and project completion
• Ensure high availability, reliability, and optimal performance of technology systems and services
• Monitor various systems performance and provide capacity analysis/planning
• Support core services like DHCP, DNS, WINS in an Active Directory environment
• Install software, troubleshoot issues, and respond to alerts from SCCM 2012
• Miscellaneous building and meeting support requirements
• Manage local IT vendor relationships and scheduling as required for Audio/Visual, Networking, Security, and Printer support
• Maintain adequate equipment inventory by planning, ordering, receiving, restocking, accounting, and storing equipment to maintain adequate stocking levels
• Conduct regular inventory counts to ensure accuracy and compliance with processes

Skill and Job Requirements:

Competency requirements are based on relevant education, training, skills and experience

• At least 5 years experience supporting a Windows operating system computing environment
• Bachelor’s degree or equivalent work experience
• Excellent troubleshooting skills in a domain environment senior support position
• Strong knowledge of Microsoft Operating Systems (both desktop and server)
• Experience supporting Active Directory services and various business applications
• In-depth knowledge of various Microsoft technologies such as Exchange and System Center
• Experience with Cisco wireless infrastructure, switches and routers
• Experience with Cisco video infrastructure and end-points is desired
• Experience with Cisco voice infrastructure is desired
• Experience working in a manufacturing environment is a plus
• Experience with SAP, ServiceNow, Agile, FedEx Ship Manager, OKTA, SAM, McAfee are a plus
• Relevant certifications such as CCENT or higher, various MCITP, Security+, A+, and ITIL are desired
• Must have strong customer service skills, organizational skills, and excellent communication skills both verbal and written
• Should be flexible and able to complete projects outside normal daily duties as needed
• Weekend and non-business hours support required as needed
• This is a contract to permanent position with primary work responsibilities taking place during normal business hours