IT Customer Support Specialist

**Job Description Summary**: Responsible for executing field action remediation to include deploying software and firmware remotely, configuring devices in RSS, and performing other remote remediation activities. Requires experience working with customers. Maintains accurate records and documentation on service tickets. Completes service documentation as required. Interface and work closely with advanced support specialists as required. Three to five years of service experience in the troubleshooting and repair of electronic systems, preferred.

**About**BD**

**Be part of something**bigger**

BD is one of the largest global medical device companies in the world and is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. The BD MMS Service and Support organization provides technical service and field support to BD’s dispensing customers with a mission that’s focused on knowing there’s a patient at the center of everything we do so our pledge is to deliver exceptional service to our customers.

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

**Why Join Us?**

A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.

Become a maker of possible with us

Responsible for executing field action remediation to include deploying software and firmware remotely, configuring devices in RSS, and performing other remote remediation activities. Requires experience working with customers. Maintains accurate records and documentation on service tickets. Completes service documentation as required. Interface and work closely with advanced support specialists as required. Three to five years of service experience in the troubleshooting and repair of electronic systems, preferred.

**Responsibilities**:

- Builds effective working relationships across functions and locations.
- Maintains a strong focus on delivering high quality work; holds self to high quality standards.
- Demonstrates adaptability for working in diverse environments; manage multiple tasks at a time and able to prioritize; work independently.
- Demonstrates awareness of one's own emotions and impact on others and works to adjust accordingly and maintain composure; self-awareness.
- Follows procedures and processes in an FDA regulated environment.
- May assist in developing processes and procedures to support functional department strategies; May help draft knowledge articles and job aids.
- Recognizes unnecessary workflow steps and identifies synergies among processes to improve productivity; eliminates non-value-added tasks; self-starter who is curious.
- Communicates effectively with customers; builds rapport and listens to needs and takes action to meet customer needs.
- Maintains reporting tools and metric tracking systems by continually updating data; detail and thorough follow-up.
- Seeks out initiatives and projects that will broaden experiences / skill set and support critical organization capabilities.
- Develops and updates process documentation.
- May assist to train peers.

**Qualifications**
- Computer Science, Technology or Healthcare related or equivalent work experience
- 2-3 years proven applied experience
- Goal and action oriented
- Read, write, speak English language; English proficient
- Strong analytical skills to troubleshoot problems using logical/analytical methods
- Application/software packaging and deployment; desktop and system support services
- Understanding and experience of various Windows operating systems, Active Directory, domain security, 3/4/5), and Bomgar.
- Knowledge of cloud computing, SQL, AD, Windows-Unix/Linux, Remote access and SQL scripting
- Minimum Education: HS Diploma
- At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of exc