Job Description

Come and join an exciting and growing team here at ATEC. Under general supervision, performs level 1 technical support for both stand-alone PC hardware and software and local area networks by triaging tickets, answering the help desk line. Supports day-to-day operations including end user devices, peripheral equipment.

Essential Duties and Responsibilities

• Triage help desk ticketing system, answering users within defined SLA
• Be the first to answer help desk phone calls and provide level 1 assistance
• Support end users in the maintenance of hardware, software and other systems.
• Troubleshoot issues with equipment like printer, computer and consoles
• Install software for end users
• Participate in tasks around onboarding and offboarding employees
• Update knowledgebase articles
• Research unusual bugs or IT issues
• Escalate and/or work with senior members of the IT team to solve complex issues

Requirements

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent written and verbal communication skills.
• Excellent customer service skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Ability to conduct research into issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Experience with Microsoft Windows environment and Office 365 Tenant Administration
• Experience with Mac computers in a corporate environment a plus
• Experience with IT ticket tracking systems
• Demonstrated ability to handle multiple assignments with attention to detail.
• Ability to prioritize and meet deadlines consistently.
• Ability to maintain and secure sensitive/confidential information.

Education and Experience

• 1-2 years of experience on a help desk and/or an associate degree in information technology, computer science, or related field preferred.
• Candidate should have achieved or be working toward Microsoft Administration certification.

Physical Demands

The physical demands described here 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.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to finger, handle or feel, and talk or hear. The employee is occasionally required to reach with hands and arms. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. The employee must occasionally lift and/or move up to 25 pounds.

For roles based in the United States that require access to hospital facilities, must be eligible for and maintain credentials at all required hospitals, including meeting any applicable physical requirements or vaccination requirements (including the COVID-19 vaccine, as applicable).

ATEC is committed to providing equal employment opportunities to its employees and applicants without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, gender expression, or any other protected status in accordance with all applicable federal, state or local laws. Further, ATEC will make reasonable accommodations that are necessary to comply with disability discrimination laws.

Salary Range

Alphatec Spine, Inc. complies with state and federal wage and hour laws and compensation depends upon candidate’s qualifications, education, skill set, years of experience, and internal equity. $28.00 to $32.00 Full-Time Hourly Range

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