Senior It Help Desk Specialist

PROCEPT BioRobotics is a surgical robotics company enabling better patient care by developing transformative solutions in urology. With an initial focus on BPH, the company's AquaBeam® Robotic System delivering Aquablation therapy, is the first FDA-cleared, automated surgical robot for the treatment of lower urinary tract symptoms (LUTS) due to benign prostatic hyperplasia (BPH). Aquablation therapy combines real-time, multi-dimensional imaging, automated robotics and heat-free waterjet ablation for targeted, controlled, and immediate removal of prostate tissue. Aquablation therapy offers predictable and reproducible outcomes, independent of prostate anatomy, prostate size or surgeon experience.
SUMMARY
We would like to find an energetic and hands-on individual to join our tight-knitted IT team that is highly regarded and known to provide excellent services to the organization. Working together with another Senior IT Help-Desk Specialist, you will coordinate all internal IT system installations and manage the diagnostic and troubleshooting of IT issues and requests. Our company has a fun but challenging environment with a growing base of both in-office, home-office users, and traveling remote sales users in US and the EU.
CORE RESPONSIBILITIES

• Provide remote and on-site technical support to internal users, consisting of a team of highly technical software and hardware engineers to solve interesting and complex technical issues.
• Maintain a searchable knowledge base of technical How-To and FAQs, keeping up-to-date documentation to make sure users can be productive for their day-to-day IT needs.
• Provision/Deprovision IT equipment and user access during onboarding and offboarding events.
• Participate in IT projects such as rolling out new systems and solutions on an as-needed basis.
• Host regular trainings of IT cloud collaboration tools such as Box, Zoom and Slack.
• Maintain and support on-site conference rooms with Zoom Room technology and various A/V equipment.
• Prepare equipment and perform dry-run with key leaders in different departments to ensure smooth operation during large team and employee all-hands meeting.
• Conduct regular IT audits and verify logs in account access, potential email spam activities and report any suspicious activities as needed.
• Maintain trained status for, and comply with, all relevant aspects of the PROCEPT BioRobotics Quality Management System to ensure product and support regulatory compliance.
• Understand and adhere to the PROCEPT BioRobotics EHS policies.

QUALIFICATIONS (Education, Experience, Certifications)

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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.
• Bachelor's degree in computer science preferred or related field or related experience.
• 5+ years of experience in a Help Desk, desktop support role, troubleshooting software/hardware issues.
• Experience in supporting IT Collaboration Platform such as Box, Zoom and Office 365 is a plus.
• Strong interpersonal and communication skills; capable of following up, training users, making presentations to an internal audience, and interacting positively with upper management.
• Strong technical analytical skills with a basic understanding of IT systems, network, remote VPN, security, and business applications.
• Creative, flexible, and collaborative in approach to technical problem solving.
• Ability to communicate effectively, both orally and in writing, at a variety of technical levels.
• Ability to work effectively as part of a diverse team in a fast-paced environment and with multiple projects.
• Medical device/Biotech background is a plus, but not required.

PHYSICAL DEMANDS & WORK ENVIRONMENT

• 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.
• The employee may occasionally lift and/or move up to up to 50 pounds.
• The employee will occasionally be exposed to engineering labs, a machine shop, and manufacturing clean rooms. The environment is subject to moderate noise from machinery (IE machine shop equipment, the PROCEPT Aquablation unit, computer equipment, printers, etc.), for which proper hearing protection may be assigned and worn.
• The employee may be exposed to hazards including electrical sparking, water, and chemicals, for which proper protective equipment will be assigned and worn.
• The employee will occasionally be exposed to clinical operating rooms, for which proper personal protection equipment will be assigned and worn.
• While performing the duties of this job, the employee is regularly working in an office environment.

For US Based Candidates Only
For this role, the anticipated base pay range is $85,000-$121,000 a year.
PROCEPT BioRobotics is committed to fair and equitable compensation practices and we aim to provide employees with total compensation packages that are market competitive. While our ranges are posted, the exact base pay offered for this role will depend on various factors, including but not limited to the successful candidate's qualifications, skills, experience, location or comparison to other employees already in similar roles. In addition to base salary, our positions are eligible for variable compensation through one of our incentive plans as well as equity compensation based on role and level. PROCEPT also offers a comprehensive suite of benefits including, but not limited to, health insurance plans, ESPP, 401k retirement savings plan with a company match, and paid time off programs. All compensation and benefits programs are subject to the discretion of the company.