Help Desk Technician

Alphatec Spine Inc., one of the fastest growing companies in the medical device industry is searching for a Help Desk Technician to add to our dynamic team. Located in Carlsbad, CA at our headquarters, Alphatec Spine designs, manufactures and distributes a rapidly expanding line of spinal products.

Alphatec offers its employees wellness programs, onsite cafeteria, and a comprehensive health and welfare benefits program, to include a 401K with dollar for dollar matching up to 4% of pay, and immediate 100% vesting. Please visit our website at www.alphatecspine.com for more information.


SUMMARY
Under general supervision, performs broad systems administration and technical support for both stand-alone PC hardware and software and local area networks. This is the senior-level position. Incumbents possess in-depth knowledge of PC hardware and software support and have developed a proficient understanding of LAN administration, WAN communications, and the resolution of network operating problems.

ESSENTIAL DUTIES AND RESPONSIBILITIES
• Installs and maintains hardware and software products and configures PC and network equipment according to department standards.
• Identifies, evaluates, and corrects hardware, software, or operations problems.
• Makes recommendations to supervisor for future hardware and software additions or enhancements.
• Opens, assigns and escalates support tickets based on importance and priority.
• Answers IT Support Call Center calls and resolves technical problems.
• Monitors IT support ticket system (Track-It) to ensure proper ticket handling.
• Communicates with customers the status of tickets and problems.
• Documents and implements standard operating procedures.
• Maintains proper documentation to ensure regulatory compliance.
• Maintains account change forms and account terminations.
• Maintains user account information (Active Directory) to ensure up-to-date system.
• Coordinates adds/moves/changes of computer equipment.
• Coordinates computer training for employees.
• Maintains IS asset inventory.
• May be required to travel overnight, and work weekends and overtime occasionally.

QUALIFICATIONS
The requirements listed below are representative of the knowledge, skills, and abilities 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.
• Familiarity with desktop imaging software (Symantec Ghost preferred).
• Experience with IS ticket tracking system (Track-IT preferred).
• Experience with Microsoft Windows 2000 or Windows 2003 based network, including Windows Active Directory, and Exchange 2000 or 2003 with Outlook Web access.
• Proficiency in the set-up and installation of Microsoft Office applications.
• Knowledge of current technological developments and trends in the area of expertise.
• Knowledge of computer site licensing regulations and requirements desirable.
• Demonstrated ability to handle multiple projects and assignments with attention to detail.
• Ability to prioritize and meet deadlines consistently.
• Ability to maintain and secure sensitive/confidential information.

EDUCATION and EXPERIENCE
High School diploma or equivalent, plus 4 years related IT/IS experience, including Call Center experience.
Previous Help Desk supervisory experience, plus technical school training is preferred

CERTIFICATES, LICENSES, REGISTRATIONS
A+ certification, Network + certification required.
MCP XP Professional certification, MSCE 2003 preferred.


All qualified applicants should apply via our employment page at http://www.alphatecspine.com/employment.html
OR fax to 760-431-9823

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.