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Service Desk Analyst Job Opening In White Plains – Now Hiring Owens & Minor, Inc.


Job description

At Owens & Minor, we are a critical part of the healthcare process.

As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care.

Customers—and their patients—are at the heart of what we do.

Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.

Owens & Minor teammate benefits include:

  • Medical, dental, and vision insurance, available on first working day

  • 401(k), eligibility after one year of service

  • Employee stock purchase plan

  • Tuition reimbursement

  • The anticipated salary range for this position is $75,000-$80,000.

    The actual compensation offered may vary based on job related factors such as experience, skills, education and location.

    POSITION SUMMARY

    Desktop Support Analyst within the Owens & Minor Global IT End User Experience Team.

    Provides technical support and troubleshooting for endpoint devices, including Windows 10 & 11 laptops and desktops.

    Ensures timely resolution of issues to maintain operational efficiency and user satisfaction.

    As a key member of the End User Experience Team, collaborates with IT leadership to implement and uphold Owens & Minor’s IT strategy, aligning with the overall business objectives.

    This position will primarily support US-based teammates and will align with typical continental US work hours, however this role will interact and collaborate with a larger global team.
     

    ESSENTIAL JOB FUNCTIONS: 

  • Support the Mission and Vision: Supports the mission and vision of Owens & Minor’s Global Infrastructure Delivery Excellence organization, fostering a business-oriented culture and mindset driven by continual service improvement techniques.
  • Provide Technical Support: Answer and resolve endpoint migration-related requests/incidents over the phone, Teams, remotely, or in-person efficiently and professionally as part of a global Desktop Support Team.
  • Diagnose and Troubleshoot Issues: Offer Level One to Level Three solutions by diagnosing hardware, software, printing, and network connectivity issues, including LAN, WAN, WLAN, and VPN access in a Windows 10/11 and Microsoft Office 365 environment.
  • Configure Endpoint Devices: Configure endpoint hardware/software, including desktops and laptops, ensuring proper setup and functionality.
  • Manage Incident Resolution: Proficiently manage the resolution of inbound requests and/or incidents, balancing the need for customer service and issue resolution.
  • Communicate Technical Concepts: Effectively translate moderately complex technical concepts into easy-to-understand language to assist non-technically oriented customers.
  • Record Interactions: Record all interactions with customers in an incident management tracking tool (ServiceNow) to ensure accurate documentation and tracking of issues.
  • Install and Update Software: Oversee the installation and update of computer software on end-user computers as needed.
  • Respond Timely: Respond to requests in a timely manner to ensure minimal disruption to end-user productivity within expected SLAs.
  • Collaborate with Teams: Coordinate and escalate issues to other teams as needed, providing feedback to ensure an excellent customer service experience.
  • Stay Informed: Stay abreast of new technologies and platforms, providing recommendations on emerging technologies that should be considered within the EUX Endpoint Lifecycle Management.
  • Support Special Projects: Provide support on special projects and initiatives as business needs evolve, such as Windows 10 to Windows 11 migration.
  • Maintain Best Practices: Collaboratively establish, update, and maintain best practices for the entire end-user endpoint lifecycle support process.
  • Provide input on training programs designed to educate our computer users about basic computer use and specialized applications.
  • SUPPLEMENTAL JOB FUNCTIONS:  

  • Performs additional duties as directed.
  • Qualifications

    EDUCATION & EXPERIENCE:

  • Associate’s Degree in Computer Science, Information Systems, or related field of study, or equivalent work experience
  • Minimum of 2-3 years of experience in IT support roles, specifically in desktop support or helpdesk environments
  • Experience with Windows 10/11 operating systems and Microsoft Office 365.
  • Familiarity with endpoint device management, including installations, upgrades, and troubleshooting.
  • Experience with incident management tools, such as ServiceNow, is preferred.
  • Strong customer service skills and the ability to communicate technical concepts to non-technical users.
  • KNOWLEDGE SKILLS & ABILITIES:

  • Technical Proficiency: Strong knowledge of Windows 10/11 operating systems, Microsoft Office 365, and endpoint device management.
  • Problem-Solving Skills: Excellent troubleshooting skills for hardware, software, and network connectivity issues.
  • Customer Service Orientation: Strong customer service skills with the ability to communicate effectively with non-technical users.
  • Communication Skills: Ability to explain technical concepts (both verbally and written) in simple terms and document interactions accurately in incident management tools like ServiceNow.
  • Time Management: Ability to manage multiple tasks and prioritize effectively to ensure timely resolution of issues.
  • Team Collaboration: Ability to work collaboratively with other IT teams and escalate issues when necessary to ensure a seamless support experience.
  • Adaptability: Willingness to stay updated with new technologies and adapt to changing business needs.
  • Attention to Detail: Meticulous in following procedures and documenting support activities to ensure consistency and reliability.
  • Analytical Thinking: Ability to analyze and diagnose issues systematically to find effective solutions.
  • Professionalism: Maintain a professional demeanor and build positive relationships with end-users and team members.
     
  • ADDITIONAL REQUIREMENTS:

  • Ability to travel up to 10%; may include international travel
  • Required Skill Profession

    Computer Occupations


    • Job Details

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    The Work Culture

    An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Owens & Minor, Inc. adheres to the cultural norms as outlined by Expertini.

    The fundamental ethical values are:

    1. Independence

    2. Loyalty

    3. Impartiapty

    4. Integrity

    5. Accountabipty

    6. Respect for human rights

    7. Obeying United States laws and regulations

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    The average salary range for a varies, but the pay scale is rated "Standard" in White Plains. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.

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    Interview Tips for Service Desk Analyst Job Success

    Owens & Minor, Inc. interview tips for Service Desk Analyst

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    Before the Interview:

    Research: Learn about the Owens & Minor, Inc.'s mission, values, products, and the specific job requirements and get further information about

    Other Openings

    Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.

    Dress Professionally: Choose attire appropriate for the company culture.

    Prepare Questions: Show your interest by having thoughtful questions for the interviewer.

    Plan Your Commute: Allow ample time to arrive on time and avoid feeling rushed.

    During the Interview:

    Be Punctual: Arrive on time to demonstrate professionalism and respect.

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    Follow Up: Send a thank-you email to the interviewer within 24 hours.

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    Be Honest: Don't exaggerate your skills or experience.

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    Turn Off Phone: Avoid distractions during the interview.

    Final Thought:

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