Senior IT Service Desk Administrator

If you’re looking for a career with a company where you can make a difference, earn a competitive salary, and have ample professional growth opportunities, this is it.

TransMedics is a publicly traded, medical technology company revolutionizing what’s possible in organ transplant through innovation, collaboration, and commitment. We’re growing and transforming the transplantation industry through our Organ Care System (OCS™) technology platform National OCS Program, preserving organs used in heart, lung, and liver patient transplants for safe transport nationwide.

With OCS Hubs in 16 states, we’re continuously striving to help make available more lifesaving organs for more patients by expanding our national reach across the United States. Currently we’re looking for talented, passionate people to help shape the future of our company and fulfill this critical mission in service of potential transplant recipients everywhere. We have an opening for a Senior IT Service Desk Administrator to support our corporate headquarters in the Andover, MA area.

WE OFFER:
Competitive base salary
Medical, Dental, Vision Insurance
401K Plan with match
Employee Stock Purchase Plan (ESPP)
Flexible spending accounts
Life Insurance
Short- long-term disability insurance
Pet Insurance
Paid vacation holidays
Refer a friend and earn extra cash
Free Fitness Center (Andover, MA location)

RESPONSIBILITIES:

Demonstrates strong knowledge and developing expertise in end user technologies.

Strong orientation to customer service

Excellent interpersonal skills

Successfully executes all assignments timely and within acceptable quality levels

Asks for help and works collaboratively with team members when issues present themselves;

Effective communicator / documenter – documents process and trains team members with ease

Identifies knowledge gaps and closes them; demonstrates consistent intellectual curiously and drive to learn more

Assist with IT infrastructure improvements for TransMedics. Interact as needed with the IT service provider and TransMedics stakeholders.

Provide technical assistance to TransMedics staff concerning the use of computer hardware and software, including office applications, operating systems, printing and hardware installation.

Configure workstations and user accounts, including phone, Ethernet, computer, docking station. Provide equipment and services orientation to new employees.

Facilitate help desk ticket resolution between employees and IT service provider and serve as escalation point to employees with unresolved open tickets

Maintain equipment and software inventory. Coordinate the purchase of new workstation, software and license renewals.

REQUIREMENTS:

6+ Years of Experience

Information Systems degree or equivalent combination of education, training, certifications, and experience.

Extensive experience with Mac (80%) and Windows (20%) client operating systems and troubleshooting problems with Mac and Windows related software, including:

o Microsoft 365

o Active Directory Users and Groups

o Azure AD

o Jamf

o Intune

Experience with Endpoint Security software including:

o Configuration/deployment management tools such as JAMF, Intune, etc..

o Endpoint Detection Response Tools such as Sentinel One and Microsoft Security

o Group Policy

o Email security

Solid understanding of network connectivity. Wireless and wired.

Automation and central deployment experience

The ideal candidate will have a primary understanding of designing, deploying and troubleshooting client endpoints.

Strong analytical and deep-dive problem solving skills across multiple disciplines. (HW, OS, Network, etc.)

The ability to prioritize and field service requests and incidents, via ticket, phone and occasional ad-hoc walk-ups individually and assisting team members.

Understand ITIL Concepts (certification is a plus!)

IT Service Management tooling (ServiceNow, FreshService, etc..)

Management and deployment experience of 3rd party software platforms and solutions

Vendor management experience

Well organized with strong asset and license capacity planning experience

Ability to deploy and support misc. office equipment (printers, projectors, video conf.).

Experience with physical security management solutions

Flexible to support some after-hours support

At TransMedics, we care about people—and that includes our employees. We know our employees are key to our success and the success of our patients. We offer an engaging, supportive work environment, great benefits, and the opportunity to shape both our future and the future of transplant medicine.

TransMedics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Job Type: Full-time

Pay: $38.00 - $40.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Experience level:

• 6 years

Schedule:

• Weekdays

Application Question(s):

• Do you now or will you in the future need sponsorship?

Work Location: In person