IT Support Analyst

Freudenberg is a global technology group that strengthens its customers and society long-term through forward-looking innovations. Together with our partners, customers and the world of science, we develop leading-edge technologies, and excellent products, solutions and services for 40 market segments. The Freudenberg Group employs some 50,000 people in 60 countries worldwide and generates sales of over 10 billion euros.

At Freudenberg Medical, we make products that save and improve the lives of people every day, all around the world. We are a global provider for medical device design and manufacturing with more than 2,000 employees. Innovation is at the core of our company, and we are proud of our industry-leading quality, lean manufacturing, and focus on innovation in products and processing technologies. Freudenberg Medical is an exciting place to work with lots of opportunity to learn, develop, and grow your career. Come join us and together we can make a difference in the future of healthcare.

**Responsibilities**:

- Provide user support & assistance, resolve issues such as access controls, usage problems and fulfilling IT Service requests.
- Escalate issues to and collaborate with higher level support teams and/or vendors when necessary.
- Create and maintain user access and account information.
- Responsible for installing, setting up, issuing, troubleshooting and resolving user computer hardware, software, and phone systems.
- Participate and support system upgrades; testing of new hardware and software, deploy software patches and “hot fixes.”
- Responsible for coordinating installation & set up and troubleshooting meeting/conference room equipment.
- Manage PC/laptop/printer asset lifecycle (procurement through end of life), maintain asset and inventory information.
- Ensure all IT support (incidents, requests, etc.) are documented and managed within the company service management/ticketing system, prioritizes and assigns tickets per defined service delivery rules.
- Document and maintain IT support resolver guide/knowledge base.
- Identify and learn relevant software and hardware used and supported by the IT organization.
- Abide by and reinforce Information/Cyber Security policies.
- Contribute to continuous improvement efforts.
- Provide these support services to users at global, local, remote locations.

**Qualifications**:

- High School Diploma or equivalent
- Associate or bachelor’s degree in related field (preferred)
- Related IT and/or Service Management Certifications (preferred)
- 2 + years experience in similar role
- Understanding fundamental networking concepts, Microsoft Office Suite & Operating systems (Windows and Server (AD))
- Understanding of basic computing hardware; desktop, laptop PC’s, printers.
- Use of ServiceNow platform (preferred)
- Understanding of basic Cyber Security practices
- Strong sense of customer service/orientation
- Strong oral and written communication skills, ability to explain technical topics in layman terms
- Good analytical and problem-solving skills
- Organization and planning skills to effectively prioritize and execute work
- Effectively work as individual and/or with others to solve problems
- Self-motivated and proactive to perform work and continue learning
- Able to speak/write in English language (multi-lingual preferred)
- Some overtime and/or flexible work schedules may be required
- Some domestic and international travel may be required
- Occasionally lift/carry/move equipment 25-50lb

Some of your Benefits

Diversity & Inclusion: Enter a diversity-driven world of innovation

Education reimbursement: Financial aid to help propel your career to the next level

Training / Career development: Programs to supercharge skills and expertise

Sustainability / Community service: Making a difference with sustainability, community service

Meal allowance: Allowance makes meals more affordable

Additional Information

Roy Vargas
- Discover more about us