Sr. IT Service Desk Technician I

GROW WITH US:
Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and their healthcare providers through a positively different experience. We’d love for you to team up with us to “innovate every day,” put “people first,” and take the “no-shortcuts” approach that has propelled us to become a leader in the diabetes technology industry.

STAY AWESOME:
Tandem Diabetes Care is proud to manufacture and sell the Tandem Mobi system and t:slim X2 insulin pump with Control-IQ+ technology — an advanced predictive algorithm that automates insulin delivery. But we’re so much more than that. Our company’s human-centered approach to design, development, and support delivers innovative products and services for people who use insulin. Because many of our own team members live with diabetes, or have a loved one impacted by diabetes, the work is personal, and we are committed to the cause. Learn more at tandemdiabetes.com

A DAY IN THE LIFE:

Provides day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware. Installs, configures and troubleshoots desktop systems, workstations and network issues in a diverse environment. Responsible for handling the day-to-day call volume, managing incident and request tickets/emails, as well as general user account administration. Maintains passwords, data integrity and file system security for the desktop environment. Communicates highly technical information to both technical and nontechnical personnel. Recommends hardware and software solutions, including new acquisitions and upgrades. May participate in development of information technology and infrastructure projects. May conduct training programs designed to educate an organization’s computer users about basic and specialized applications.

Sr. IT Service Desk Technician I at Tandem is also responsible for:

End User Support

• Installs, configures, tests, maintains, monitors, and troubleshoots end user workstation hardware, software, networked peripheral devices and software products.
• Responds to and triages Service Desk requests and incidents via phone and ticketing system to meet business SLA’s.
• Escalates unresolved problems to IT Management.
• Documents common problems and fixes and provides ticket status updates to IT management.
• Administers Active Directory and Exchange (email) accounts.
• Tracks software licenses and manages company wireless account.
• Provides end user support for all PC- based applications.
• Receives ticket escalations from IT Technicians and takes ownership of issues until resolution.
• Create and maintain knowledge base articles accessible to IT support staff as well as the end-user population.
• Coordination and setup of accounts for external users or contractors to provide appropriate access.

Information Systems Support

• Performs on-site analysis, diagnosis, and resolution of complex PC and network problems for a variety of end users, and recommends and implements corrective hardware solutions, including off-site repair as needed.
• Monitors network access, addresses data security, password generation and file access to forecast potential access risks.
• Assists in research of tools and processes to identify usage and capacity troubles as they develop and may assist in developing long-range plans to address problems.
• Assists in developing corporate standards for desktop computer software and hardware and conducting reviews to ensure compliance to standards.
• Assists in developing and producing installation documentation for the most complex applications.
• Supports, monitors, tests, and troubleshoots hardware and software problems pertaining to Desktop/Laptop computers in a Microsoft Windows/Office environment.
• Provides leadership, training, and guidance to IT technicians on troubleshooting advanced issues.
• Ensures compliance with company policies, including Privacy/HIPAA, and other legal and regulatory requirements.
• Other responsibilities as assigned.

WHAT YOU’LL NEED:

• B.S. in computer science or an equivalent combination of education and applicable job experience.
• 3+ years hands on experience with PC workstations and servers in a medium LAN/WAN environment.
• Hands-on PC and Network hardware configuration and troubleshooting experience.
• Experienced with configuration and support of Windows operating systems.

EXTRA AWESOME:

• Technical knowledge of network and PC hardware.
• Ability to identify and troubleshoot network connectivity.
• Ability to identify software issues and install and configure various pieces of software.
• Working technical knowledge of current network protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories.
• Ability to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC issues and products as required.
• Ability to present ideas in user-friendly language.
• Strong customer-service orientation.
• Skilled at presenting information in a clear, concise manner to all levels within the department.
• Skilled at contributing on a consistent basis to team initiatives in a thorough and timely manner.
• Ability to react to changing situations in a timely, calm, and confident manner.
• While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, see, talk or hear in a standard office environment. Employee may occasionally lift and/or move up to 45 pounds.

WHEN & WHERE YOU’LL WORK:

This position is fully remote and open to candidates within the United States. Equipment for the role will be provided and training will occur virtually.

Schedule: This position has a schedule of M-F 6am -2:30pm PST.

COMPENSATION:

The starting base pay range for this position is $27.00 - $33.00 per hour. Base pay will vary based on job-related knowledge, skills, experience and may also fluctuate depending on candidate’s location and the overall job market.

YOU SHOULD KNOW:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local Fair Chance laws and regulations. A conditional offer of employment from Tandem is contingent upon successful completion of a pre-employment screening process comprised of a drug test (excluding marijuana) and background check, which includes a review of criminal history information.

Tandem has good cause to conduct a review of criminal history information of candidates for this position, as this role may involve access to proprietary, sensitive and/or confidential information, including customer protected health information. This review is required to ensure that individuals in such roles uphold high standards of trust and integrity so as to protect the interests of our customers, employees, and stakeholders.

SPONSORSHIP:

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

#LI-Hybrid #KL-LI1

WHY YOU’LL LOVE WORKING HERE:
At Tandem, we believe joy fuels excellence. That's why we've built a workplace that celebrates your achievements and supports your well-being. Our team thrives on pushing boundaries and fostering growth, all while maintaining a spirit of fun and camaraderie. This is just one of the ways we stay awesome! Explore the benefits and reasons to love Tandem at https://www.tandemdiabetes.com/careers.

BE YOU, WITH US!

We embrace the value that every single one of us brings to the table. But sometimes we forget that when we don’t meet 100% of a job description’s criteria – maybe you’re feeling that way right now? We encourage you to apply anyway. Because we want you to be you, with us.

Tandem is firmly committed to being an equal opportunity employer and does not discriminate on the basis of age, disability, sex, race, religion or belief, gender identity or expression, marriage/civil partnership, pregnancy/maternity, or sexual orientation. We are an inclusive organization, and we welcome applications from a wide range of candidates. Selection for roles will be based on individual merit alone.

REFERRALS:
We love a good referral! If you know someone who would be a great fit for this position, please share!

APPLICATION DEADLINE:
The position will be posted until a final candidate is selected for the requisition or the requisition has a sufficient number of applications.

Make a move that matters. Join Tandem Diabetes Care, where we're turning challenges into triumphs every day and where your talents will help shape a healthier, happier tomorrow.