Desktop Support Specialist 2

2 weeks ago

Penang, Malaysia Dexcom Full time

**The Company**

Dexcom Corporation (NASDAQ DXCM; Market Cap $44.3B) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by nearly 10,000 ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

**Summary**:
Provides day-to-day technical support to manufacturing, office employees, and VIPs in support of their computing environment. Installs, configures, and troubleshoots laptops, desktops, workstations, related peripherals, and network connectivity. Maintains passwords, data integrity, and file system security for the end-user computing environment. Communicates highly technical information to both technical and nontechnical personnel. Recommends hardware and software solutions, including new acquisitions and upgrades. Contributes technical and procedural knowledge to the knowledge base. Participates in information technology projects. Other duties as assigned.

**Essential Duties and Responsibilities**
- Does the installation, configuration, and deployment of desktop systems, workstations, laptops, mobile devices, printers, and copiers to support and improve the end-user environment.
- Support on daily IT Incident and service request.
- Maintains user accounts, data integrity, and file system security for the desktop environment following company processes.
- Recommends hardware and software solutions, including new acquisitions and upgrades.
- Ensures encryption, patching, virus protection, and backup of endpoints.
- Troubleshoot routine and more advanced problems with end-user computer equipment and network connectivity.
- Provides end-user support in person, via chat, with remote support tools, and by telephone.
- Provides support to the service desk team, including feedback and process improvement.
- Functions as an escalation point for incoming incidents, problems, or requests.
- Communicates highly technical information to both technical and nontechnical personnel.
- Drafts, reviews, improves, and approves documentation and Knowledge Base articles relevant to the configuration, maintenance, and troubleshooting of desktop systems.
- Shows aptitude, initiative and follow through, and has strong project management skills.
- Adheres to Change Control Processes and Procedures.
- Accurately documents and communicates system failures, repairs, installations, or changes.
- Ensures compliance with existing policies and procedures pertaining to Sarbanes-Oxley, FDA, HIPAA and PCI regulations and standards.
- Assumes and performs other duties as assigned.

**Required Qualifications**:

- A minimum of 2 years of related experience with a bachelor’s degree equivalent or Diploma in computer science, information technology, or a related field.
- Works well with others and can foster a positive work environment.
- Good communications and interpersonal skills.

**Preferred Qualifications**:

- Good knowledge in IT systems, infrastructure, and protocols.
- Familiarity with ITIL framework and best practices.

**Education Requirements**:
Bachelor’s degree or equivalent from a two-year College (Diploma), technical school, or equivalent experience.

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