Edwards Lifesciences Sr Coord, IT Support in Naperville , Illinois In a help desk/call center environment, serves as the single, initial point of contact for end users. Logs all relevant incident and service request details. Provides first line investigation and diagnosis. Resolves those incidents and service requests within the IT Support skill set and escalates as appropriate. The primary objective of this role is to restore "normal service" to the users as quickly as possible.

Key Responsibilities:

• Answer the Help Desk phone calls
• Process and resolve

Incidents & Service Requests:

• Track all relevant Incident and Service Request details, categorize, prioritize and close tickets
• Provides first-line investigation and diagnosis of highly complex incidents
• Escalates the Incidents and Service Requests that they cannot resolve
• Monitor the Service Desk system for tickets assigned to the Help Desk queue and process them based on priority
• May provide coaching and training to lower level employees
• Other system administration type duties:
• Granting shared drive access
• Network account creation and extensions
• Telecom administration tasks
• Processing terminations (de-provisioning network accounts)

Education and Experience:

H.S. Diploma or equivalent 2 years years experience of previous experience Required Associate's Degree or equivalent in or technical degree/certificationexperience resolving service request

Preferred Additional Skills:

• Good computer skills including MS Office Suite, Adobe, and ability to operate general office machinery
• Good written and verbal communication skills and interpersonal relationship skills
• Familiarity with enterprise platforms and applications
• Required experience includes the capacity to demonstrate the following skills and abilities: analytical, articulate, attention to detail, decisive, innovative, adaptable, personable, self-confident, team player, effectively manages stress, empathetic, enthusiastic, diplomatic, collaborative, customer oriented, ambitious, continuous learner, resourceful, self-motivated and results oriented.
• Must possess good written and oral communication skills.
• Should be good at problem solving
• Must have good telephone etiquette
• Is able to exercise good judgment using Help Desk standards and following guidelines
• Must be able to establish and maintain effective working relationships with IT staff and internal customers at all organizational levels
• Good computer skills and familiarity with the following platforms and applications is desired: o Microsoft Office Suite o Microsoft Outlook/Office365 o Internet Explorer o Windows 7 o Active Directory o Virtual Private Network (VPN) o MobilePASS (one-time password software authentication solution for VPN access)
• Adhere to all company rules and requirements (e.

g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control Aligning our overall business objectives with performance, we offer competitive salaries, performance-based incentives, and a wide variety of benefits programs to address the diverse individual needs of our employees and their families. For Illinois, the base pay range for this position is $46,000 to $62,000 (highly experienced). The pay for the successful candidate will depend on various factors (e.g., qualifications, education, prior experience). Applications will be accepted while this position is posted on our Careers website. Edwards is an Equal Opportunity/Affirmative Action employer including protected Veterans and individuals with disabilities. COVID Vaccination Requirement Edwards is committed to protecting our vulnerable patients and the healthcare providers who are treating them. As such, all patient-facing and in-hospital positions require

COVID-19

vaccination. If hired into a covered role, as a condition of employment, you will be required to submit proof that you have been vaccinated for COVID-19, unless you request and are granted a medical or religious accommodation for exemption from the vaccination requirement. This vaccination requirement does not apply in locations where it is prohibited by law to impose vaccination.