IT Support Specialist

Title: IT Support Specialist

Location: Phoenix, AZ

Duration: 9+ Months

Support Activities

The Connectivity Support Contractor position will perform duties virtually and onsite at customer locations to support the implementation of POC Link cloud server and perform software upgrades with our ID NOW™ instrumentation. Instrumentation may be deployed in hospitals, laboratories, clinics, schools, long-term care facilities, pharmacies, and other clinical and non-clinical settings.

Support will include utilization and advising customers on the intended use and the business impact of adoption or integration of POC Link, as well as answering questions and sharing best-practices on use of solutions in various settings. Ability to perform preliminary troubleshooting is also required as part of this role.

Position will monitor and report customer practices and testing locations as well as report key learnings. Tracking of customer testing locations and tracking installation status is also required.

Other duties may include

• Monitor email, web and phone intake channels to respond to customer inquiries
• Answer product related questions including implementation and troubleshooting
• Capture of data for customer interactions and performed tasks in customer relationship management (CRM) system
• Identify needs which require further consultation with customer; escalating complex questions and issues to the Technical Services or Technical Consultant and Management teams as required

Travel Requirement: Requires at least 75% travel

EDUCATION AND EXPERIENCE

• Associates degree in IT-related fields
• Minimum of 3 years of experience
• Competent in computer operation including Microsoft Teams, Word, Excel, PowerPoint, and Outlook in addition to PDF files
• Competent in cloud network and server utilization practices
• Proficient in cybersecurity practices
• Familiar with common firewall resolution practices
• Competent in routers, switches, ethernet ports, and Wi-Fi bridges configuration
• Familiar and understands most routing protocols with WAN/LAN networks and TCP/ICP Infrastructure
• Ability to work with a diverse team on multiple tasks as an individual contributor in a fast-paced, changing environment is critical
• Ability to leverage and/or engage others to accomplish tasks and projects
• Multitasks, prioritizes and meets deadlines in a timely manner
• General understanding of sales, customer service and consulting functions
• Strong organizational and follow up skills
• Excellent verbal and written communication skills and attention to detail

Preferred

• Demonstrated ability to carry out assignments with minimal guidance in an accurate, dependable manner
• Familiarity with Salesforce CRM
• Previous experience in medical facilities, with customer facing support

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritional and branded generic medicines.

Working together, Abbott and Talent Solutions partner to deliver top talent for contingent roles at Abbott, building better and healthier lives. Abbott believes all employees are essential to creating life-changing breakthroughs, performing key duties to create life-changing breakthroughs.