OSI Systems, Inc. Lead IT Client Services in Snoqualmie, Washington
At Spacelabs Healthcare, we are on a mission to provide continuous innovation in healthcare technology for better clinical and economic outcomes. Our scalable solutions deliver critical patient data across local and remote systems, enable better-informed decisions, increase efficiencies, and create a safer environment for patients.
Why work at Spacelabs? Because lives depend on you!
The IT Client Services Lead ensures that users on the Spacelabs campus in Snoqualmie, remote users associated with Spacelabs, as well as users of OSI Corporate and subsidiaries are offered highly available desktop computer technology leading to productivity and efficiency. In addition, as primary client contact, this position will identify and address issues with Spacelabs clients and key management staff to continuously improve client relations.
This position is key to the testing and integration of tools that will allow for the improved efficiency of the management of all desktop computers in all regions. The Lead’s focus will be on improving the level of customer service provided by the IT department as a whole to users across OSI Systems and subsidiaries. The Lead is expected to exhibit strong technical skills, be articulate, able to effectively work with users at all levels of the organization and adjust his/her approach accordingly.
Lead team members to install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
Lead team members to perform onsite analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including repairs as needed. Effectively communicate the actions required to resolve issues and escalate issues in a timely manner if problems are not resolved including working with third-party support and vendors.
Maintain close contact with OSI Corporate IT to bridge the geographic divide by providing visibility to and promote understanding of Spacelabs operations, culture and needs.
Responsible for developing processes, procedures, training of desktop staff and auditing results to assure adherence.
Work with other IT teams to ensure business required software and hardware is installed correctly. All software and hardware must be installed in accordance with any existing IT guidelines and in a manner that is consistent with internal security requirements.
Actively monitor ticket queues, assign tickets, take ownership of requests and enter details regarding problem resolution. Meet established Service Level Agreements (SLAs).
Develop and work with key indicators based on tickets and other data to ensure the team is working at peak efficiency.
Ensure maintenance of asset inventory for the full life of the PC, monitors etc. (to include new equipment information through asset retirement).
Recommend and assist in new technology initiatives.
Suggest and implement improvements to processes and procedures and works with senior technical staff to implement improvements.
Assist in the creation and the deployment of any Global OS images for client platforms. (includes all current PC vendors and models – eg Dell & Lenovo – generally newer than 4 years old).
Lead members to provide Tier 2 and 3 support for all technical issues escalated from any Global IT team.
Uphold the Company’s core values of Integrity, Innovation, Accountability, and Teamwork.
Demonstrate behavior consistent with the Company’s Code of Ethics and Conduct.
It is the responsibility of every Spacelabs Healthcare employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemented and to avoid recurrence of the problem.
Duties may be modified or assigned at any time to meet the needs of the business.
Bachelor's Degree in Computer Science or a related field or an equivalent combination of education, training and experience.
Minimum of 5 years’ experience working in a desktop support and/or help desk capacity.
2+ years of client services (tier 2/3) or other relevant IT Infrastructure.
Ability to manage multiple, complex priorities within demanding timeframes.
Ability to deliver results through others, both direct and matrixed. Proven ability to lead, develop and hold others accountable.
Ability to spot trends, develop reports, recommend and take action leading to measureable and tangible results.
Excellent listening skills with the ability to empathize and focus on end-user needs.
Ability to work independently and in cross-functional team capacity.
Up to 10% domestic and international travel required; must be able to acquire all necessary travel documents and travel on short notice.
Must be able to complete job responsibilities working with different time zones such as attending late night/early morning meetings by phone and/or web to meet global business needs.
Must be a U.S. Person or able to obtain an Export Authorization from the appropriate government agency for non-U.S. persons.*
*Certain positions with OSI Corporation require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations, or be able to obtain an export authorization.
Equal Opportunity Employer
EEO is the Law
Poster Link: http://www1.eeoc.gov/employers/upload/eeocselfprint_poster.pdf
OSI Systems, Inc. has three operating divisions: (a) Security, providing security and inspection systems, turnkey security screening solutions and related services; (b) Healthcare, providing patient monitoring, diagnostic cardiology and anesthesia systems; and (c) Optoelectronics and Manufacturing, providing specialized electronic components and electronic manufacturing services for original equipment manufacturers with applications in the defense, aerospace, medical and industrial markets, among others.
Requisition #: 14152
External Company URL: www.osi-systems.com
Street: 35301 SE Center Street