Assoc Tech User Supp Analyst

Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact. A Day in the Life We’re a mission-driven leader in medical technology and solutions with a legacy of integrity and innovation. Work with us to incentivize better patient care and partner across the industry to make healthcare more affordable and accessible. Be a part of a community of experts committed to ensuring quality, affordable healthcare worldwide. In this role, you will serve as a key point of contact for employees across LATAM, providing technical support and ensuring the effective use of workplace technologies. You will troubleshoot hardware, software, and connectivity issues, manage incidents through IT service management tools, and collaborate with cross-functional IT teams to deliver seamless user experience and maintain business continuity. Onsite position based in Bogotá, Colombia. Responsibilities may include the following and other duties may be assigned: Resolve technical problems that originate by telephone in a call center/help desk environment Use expertise in customer service and technical knowledge gained from previous experience to resolve issues surrounding the installation, usage, and training of customers on software and/or hardware products May work with technical, sales, customer service or marketing staff to resolve recurring problems and issues with products Provide technical support to users for either PC, server or mainframe applications and hardware Answer questions regarding system procedures, on-line transactions, systems status and downtime procedures Interact with network services, software systems engineering and/or applications development in order to restore service and/or identify problems Maintain a troubleshooting tracking log ensuring timely resolution of problems Recommend systems modifications in order to reduce user problems Function Specific: Ability to use a variety of end user support processes deployed by Medtronic such IT Service Management (ServiceNow), Communication and Collaboration (Outlook, Microsoft Teams, Zoom) to resolve technical issues Required Knowledge and Experience: Bachelor's degree completed in Information Technology, Computer Science, Systems Engineering, Software Engineering, Telecommunications, or a related technical field English Proficiency (minimum B2 level required) 2+ years of experience in IT Support, Help Desk, Service Desk, Technical Support, or End-User Support environments Working knowledge of Microsoft Office Suite and collaboration tools, including Outlook, Excel, Word, PowerPoint, and Microsoft Teams Experience using IT Service Management (ITSM) tools and ticketing systems such as ServiceNow or similar platforms Basic knowledge of networking concepts, including routers, switches, and network connectivity troubleshooting Strong customer service skills Physical Job Requirements The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. ‌ Recruitment Fraud Alert We are aware of phishing scams targeting job seekers. Please keep the following in mind: Apply only through official Medtronic channels. All legitimate Medtronic recruiting communications come from approved Medtronic platforms and official @medtronic.com email addresses. Medtronic will never ask for payment or sensitive personal information (such as bank account or Social Security details) during early stages of the hiring process. Any such requests are not legitimate. If you receive a suspicious message claiming to be from Medtronic, do not respond, click links, or open attachments. If you have any questions, concerns regarding the authenticity of a communication alleged to have been made by or on behalf of Medtronic, please contact us immediately at . ‌ Benefits & Compensation Medtronic offers a competitive Salary and flexible Benefits Package A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage. This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).