IT Help Desk (8 months Contract)

Innovation starts from the heart. At Edwards Lifesciences, we’re dedicated to developing ground-breaking technologies with a genuine impact on patients’ lives. At the core of this commitment is our investment in cutting-edge information technology. This supports our innovation and collaboration on a global scale, enabling our diverse teams to optimize both efficiency and success. As part of our IT team, your expertise and commitment will help facilitate our patient-focused mission by developing and enhancing technological solutions.

How you will make an impact

• Provide on-site IT related Software and Hardware support to assist in the installation, integration and maintenance of computing devices.

• Configure and manage customer workstation, portable computing devices and peripherals (Following defined imaging and deployment processes)

• Troubleshoot and repair hardware and/or Software for desktops, laptops, peripheral equipment and other IT related hardware (Tier 1/2)

• Perform daily support (moves, adds, changes, etc.) for desktops, laptops, peripheral equipment and other IT related hardware (ex. VOIP Phones, A/V support as applicable for your region, etc.)

• Manage installation of desktops, laptops, peripheral equipment and other IT related hardware

• Perform lifecycle upgrades and projects as directed

• Manage priorities based on Service requests and incident tickets while regularly updating tickets to reflect work performed

• Training users in various situations, educating them regarding use of hardware, its software and related systems. Training would be brief, one-on-one, small group, ad-hoc and hands on "How-to" instructions

• Coordinate activities with third party vendors as needed (Order fulfillment, Warrantees, Project Needs, Vendor relations / feedback, and so forth)

• Provide appropriate visibility of costs related to service requests and comply to approval requirements

• Assist the business with tablet and mobile device support to meet business needs

• Other incidental duties

• Manage port connections to provide point of use network availability; Assist in answering Help Desk Calls from Users on an as needed basis

• Other incidental duties

What you’ll need (Required):

• 3 years of experience in IT hardware/software

• Technical degree/certificate in related discipline

• Microsoft Certified Desktop Technician

• Ability to manage users and PC's using Active Directory required

• Proficient in Microsoft O365 applications

• Ability to perform IT hardware and software diagnostics and repairs (Laptops, Desktops, mobile devices, peripherals, handheld scanners, etc.)

What else we look for (Preferred):

• Effective cable management skills to maintain organized workstations and data closets

• Ability to adapt and learn new technologies as needed

• Strong written and verbal skills

• Problem Solving skills including Trouble shooting techniques

• Strong customer service focused skills

• Strong organization and time management skills  

• High level of professionalism during interactions with customers and vendors

• Experience using ITSM software (ServiceNow) to manage service tickets and document support provided

• Experience with platforms and applications (e.g, Microsoft Office Suite, Microsoft Outlook/Office365, Microsoft Edge, Windows 11, Active Directory, Virtual Private Network (VPN), Multi-factor authentication (MFA)

• Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control