Helpdesk Support Specialist

Company Overview

Join us for an enriching journey with Outset, a trailblazing medical device company that is revolutionizing the field of dialysis. Our focus is to create one high performing team, obsessed with progress, in an atmosphere that is brimming with transformative opportunities. The heart of our mission is pioneering a groundbreaking technology that redefines the landscape of dialysis, streamlining complexity and cost, because patients deserve “better” now, not some day.  

At Outset we’re revolutionizing an industry and changing lives. We’re impacting what the future of dialysis looks like by creating a first-of-its-kind technology in order to reduce the cost and complexity of dialysis. FDA cleared for use across care settings, from the hospital to the clinic to the home, the Tablo® Hemodialysis System harnesses modern technology for a new holistic approach to dialysis care. We’re giving providers time back to focus on patient care. And we’re giving patients the power to take control of their life and get back to enjoying the things they love.

Position Overview

The Helpdesk Support Specialist, Mexico will manage all IT Support requirements at Outset’s manufacturing facility, providing technical support for a wide range of technology areas including computers, applications, networks, audio visual, telephones and mobile devices. The incumbent will play a hands-on role in resolving day-to-day issues reported through the IT Service Desk and supporting the information technology needs for manufacturing operations. The Helpdesk Support Specialist, Mexico will also partner with Outset’s System and Network Administrators to provide hands-on support of backend IT infrastructure. This position requires strong technical proficiency in all aspects of IT systems and the ability to independently resolve issues. The successful candidate will demonstrate excellent communication, customer focus, strong problem-solving skills, and ability to thrive in a fast-paced environment.

Responsibilities

• Provide Tier I-II support for all Windows, Mac, and mobile platforms; troubleshoot PC hardware and software problems, identifying root cause, and recommending appropriate solutions
• Diagnose and resolve issues related to network systems such as LAN, Wi-Fi, and VPN
• Support secure operations by maintaining anti-virus and endpoint security applications and remediating vulnerabilities and incidents; ensure compliance with all information security policies and procedures
• Manage incidents and fulfill requests within agreed upon service level agreements (SLAs)
• Establish productive working relationships and maintain effective communication with the user community
• Exercise good judgement in determining appropriate escalations for broad technology issues
• Coordinate imaging, patching, and rollout of applications to workstations and servers
• Configure and deploy end user hardware per organizational standards
• Support Active Directory administration
• Support and maintain telephony systems, conference rooms, and audio-visual equipment
• Collaborate with IT Leadership, System Analysts, System Administrators, vendors, and business teams to assess needs and recommend technology solutions
• Assist with planning, coordination, and execution of information technology projects

Required Qualifications

• 3+ years’ experience in technical support role; experience working in manufacturing environment preferred
• Outstanding knowledge of computer software, hardware, networking (Juniper, MIST and Palo Alto Networks), computer security and technology risk; experience supporting both Windows and Mac OS
• Experience with enterprise level ticketing systems (e.g., Fresh Service, ServiceNow, Remedy, etc.)
• Excellent verbal and written communication skills (English & Spanish)

Desired Qualifications

• Technical knowledge and experience with Azure AD, Microsoft 365, Microsoft Intune, and Auto Pilot
• Experience in ITIL-based service delivery is a plus
• Understanding of enterprise communication solutions such as Zoom and Polycom
• Experience in troubleshooting Zebra printers
• Technology Certifications are a plus
• Collaborative and a service-oriented mindset
• Strong analytical and problem-solving skills with good judgment
• Mobility to access, install and service computer systems and other technology-related equipment throughout company work sites is required; ability to lift 25 lbs. on a regular basis.

Company Culture

At Outset, we believe every person matters. Every Outsetter, every patient, every caregiver. Because we are here to create a revolution, and we believe in doing that by innovating everywhere with intelligent speed. Our team expects nothing less than our best display of strengths and skills, and we find joy in working together for a common goal. At Outset, we believe that curiosity, ingenuity and conviction in the power of technology will transform the lives of dialysis patients and providers. 

We are fueled by the opportunity to give people their lives back. And we believe that it begins with YOU, our future Outsetter. At Outset, we’ve designed a professional world that our employees are honored and impassioned to belong to, one that offers challenge, the ability to collaborate with great people, and opportunities to build skill and expertise in a fulfilling career. 

An opportunity at Outset Medical won’t just be about finding a job. Our culture revolves around the principles of moving farther, faster, together, so working here feels like a masterclass in peak performance, for individuals and teams. 

Privacy is important to us. Please review our Applicant Privacy Notice. 

Important Notice

We have been made aware of fraudulent activities where individuals are impersonating our company and offering fake job opportunities. Please note, Outset Medical will never request payment or gift cards during the hiring process, nor will we ask you to purchase your own equipment. Anyone reaching out to you with an email address ending in @outsetmedical.cc, is not a legitimate Outset representative. For legitimate opportunities, always apply directly through our official careers page. If you are unsure about the authenticity of a communication, contact us immediately at peopleops@outsetmedical.com.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT 

Outset Medical is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind on the basis of race, color, national origin, religion, gender, gender identity, sexual orientation, disability, genetic information, pregnancy, age, or any other protected status set forth in federal, state, or local laws. This policy applies to all employment practices within our organization.