Senior Technical User Support Analyst - Jacksonville Executive AV Support

Executive Support Analyst

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You'll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life

At Medtronic, we bring bold ideas forward with speed and decisiveness to put patients first in everything we do. In-person exchanges are invaluable to our work. We're working onsite 4 days a week as part of our commitment to fostering a culture of professional growth and cross-functional collaboration as we work together to engineer the extraordinary. The person in this role will work from the Medtronic facility located in Jacksonville, Florida. We believe that when people from different cultures, genders, and points of view come together, innovation is the result —and everyone wins. Medtronic walks the walk, creating an inclusive culture where you can thrive. Our unwavering commitment to inclusion, diversity, and equity (ID&E) means zero barriers to opportunity within Medtronic and a culture where all employees belong, are respected, and feel valued for who they are and the life experiences they contribute. We know equity starts beyond our workplace, and we must play a role in addressing systemic inequities in our communications if we hope to have long-term sustainable impact. Anchored in our Mission, we continue to drive ID&E forward both to enhance the well-being of Medtronic employees and to accelerate innovation that brings our lifesaving technologies to more people in more places around the world. Bring your talents to an industry leader in medical technology and healthcare solutions – we're a market leader and growing every day. You can be proud to be a part of technologies that are rooted in our long history of mission-driven innovation. You will be empowered to shape your own career. We encourage and support your growth with the training, mentorship, and guidance you need to own your future success. Together, we can transform healthcare. Join us for a career in IT that changes lives.

Careers That Change Lives

• Resolve complex technical issues without using prescribed guidelines.
• Isolate and determine root cause of complex technical problems through any necessary means; work on problems of moderate to difficult scope, routinely requiring ingenuity and innovation, and where analysis of situations or data requiring rapid and in-depth evaluation of various factors.
• Resolve issues with the utmost urgency, leveraging quick and accurate decision-making to determine if they can be resolved independently or if specialized assistance must be engaged; partner with internal and/or external support resources as required.
• Prioritize workload by assessing the individual and business impact of problems.
• Monitor helpdesk activities and trends in an effort to proactively address issues that may impact client base.
• Communicate all scheduled and non-scheduled outages that impact client base.
• Independently set daily objectives, priorities, and work direction.
• Lead projects and/or project teams to serve business needs for the organization and this executive client base.
• Serve as the IT/AV SME for offsite meetings coordinating all related needs with external vendors and advising meeting organizers on their needs as appropriate.
• Partner with internal and external AV resources to coordinate any needed support for executive participation in meetings.
• Communicate relevant technical issues, upcoming executive events of note, and projects impacting executives to IT leadership, to ensure transparency and visibility.
• Other responsibilities and tasks as requested by the executive client base and/or as assigned by Management.

Critical Executive Support & Site I&O Responsibilities

• Act as the single point of contact for all hardware, software, and other technology issues for VPs and EAs regardless of location.
• Must be available on-site Monday-Friday as needed for scheduled meetings and support needs, as well as after hours and on call as appropriate.
• Active participation in the needs of the Executives and their staff, responsibility for completion of assignments received from clients and management, and responsibility for decisions which regularly relate to highly sensitive matters.
• Provide Executives and Assistants with Apple support including Genius Bar appointments.
• Identify and determine best courses of action when no policy or procedure is in place to govern the situation, or when the circumstances require special handling.
• Often deal with sensitive issues which require confidentiality and handle them with tact and diplomacy.
• Set up computers, peripherals, audio/visual equipment, collaboration tools and presentation materials for executive meetings, including voice and video conference calls, townhall meetings, and other on-site and offsite events.
• Recommend, obtain, and deliver solutions to best meet client requirements; educate and inform executive audiences on IT solutions that will meet their needs.
• Develop and deliver new processes, products, services or solutions to address evolving support requirements, in conjunction with existing IT policies and support organizational objectives where no policy applies.
• Develop and maintain expertise on current and new technologies to ensure proper technical proficiency. The Executive Support Analyst should be considered a technical expert and may act as a resource to other staff members.
• Monitor patch levels and vulnerabilities on all Executive devices regularly and remediate as needed.
• Assist with site Infrastructure needs at the Jacksonville location.
• Work with our MSP to upgrade network equipment or solve any hardware issues.
• Act as point of contact for all site Infrastructure issues.

Must Have (Minimum Qualifications)

• High school diploma (or equivalent) and 4+ years of experience

Nice to Have (Preferred Qualifications)

• Previous Medtronic experience strongly preferred
• Knowledge & Proficiency Strongly Preferred:
  • Microsoft Windows
  • MacOS
  • iOS
  • Microsoft Office & Outlook
  • Web-based applications
  • Wireless networking
  • Hardware components of a PC
  • IP Printing
  • A/V and Video Conferencing Technologies
  • Zoom/WebEx/Teams and Similar Technologies
• Prior Experience Supporting:
  • Virus Protection
  • Data Encryption
  • Remote management tools
  • Android
  • Familiarity with Microsoft Exchange
  • Virtual private network
• Dell hardware certifications
• A+ Certification and/or any Microsoft Certified Professional from the MCSE track
• ITIL Foundation or Master Certification
• Customer Service: Service mindset, dedication to meeting customer needs, supporting the ability to respond quickly, competently and patiently to client requests.
• Communication: Excellent oral and written communication, ability to communicate complex technical information to non-technical audiences
• Knowledge: Applies advanced in-depth knowledge of Desktop Support and broad knowledge across IT.
• Problem-Solving: Provides solutions to a wide range of difficult problems. Solutions are imaginative, thorough, practical, and consistent with organizational objectives.
• Interpersonal: Conflict resolution, teamwork, maintains a positive attitude towards customers, co-workers and the company
• Adaptability: Works logically under pressure; shows leadership in times of change and stress

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role.

Benefits & Compensation

Medtronic offers a competitive salary and flexible benefits package. A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

Salary ranges for U.S (excl. PR) locations (USD): $80,8