Associate Analyst, IT Support (Onsite)

Global Technology Solutions (GTS) at ResMed is a division dedicated to creating innovative, scalable, and secure platforms and services for patients, providers, and people across ResMed. The primary goal of GTS is to accelerate well‑being and growth by transforming the core, enabling patient, people, and partner outcomes, and building future‑ready operations. The position is a regular, full‑time hourly role classified as Level3 management level, with 40 scheduled weekly hours and a 100% full‑time equivalent (FTE) workload. The role is non‑exempt and located in Moreno Valley, United States. Responsibilities Respond to and prioritize incoming support requests via telephone, voicemail, email, and in‑person, addressing issues with hardware, software, networking, and related technologies. Log and track issues in the JIRA or BMC ticketing system, adhere to service level agreements (SLAs), and maintain problem documentation. Assist with network account setup and maintenance in Active Directory (AD), Multi‑Factor Authentication (MFA), and Exchange within an ISO‑compliant environment. Troubleshoot and resolve user problems, escalating more complex issues as needed. Image computers to company standard builds and contribute to image updates. Support audio/visual equipment, conference rooms, and network hardware including phones, projectors, and video‑conferencing tools. Troubleshoot warehouse equipment such as RF barcode scanners, Zebra label printers, and other peripherals. Learn and support Distribution Center equipment functionality and configuration. Communicate issues and facilitate escalation processes during incidents or outages, collaborating with peers and incident management teams. Provide status updates to management and build relationships with warehouse operations by understanding workflows. Write and revise user instruction materials and backend process documentation. Participate in project‑oriented tasks for service improvements and changes. Work flexible hours between 6:00AM and 6:00PM, including weekends, holidays, and on‑call rotations as needed. Travel up to 5‑10% of the time. Qualifications and Experience Enthusiastic self‑starter with strong problem‑solving skills, mental agility, and the ability to quickly make an impact. Demonstrates grit, initiative, fast learning ability, and effective teamwork. Solid business acumen, attention to detail, and a big‑picture perspective. Ability to work autonomously and flexibly while delivering results. Minimum five years of experience supporting client desktop environments, especially Microsoft desktop operating systems and application suites. Experience with Windows10, Windows11, and macOS environments, installation and maintenance of LAN/desktop hardware and software including Microsoft Office2013/2016 and the M365 suite, and multiple hardware platforms. Skills in configuring desktop and laptop computers to company standards and performing hardware repairs. Knowledge of imaging system software fundamentals and certifications or experience with Microsoft MCSE/ITIL and Cisco VoIP are desirable. Previous experience in a warehouse environment is also preferred. Compensation Hourly rate: $40.21 – $60.31. Benefits Comprehensive medical, vision, dental, and life insurance. AD&D, short‑term and long‑term disability insurance. Sleep care management. Health Savings Account (HSA) and Flexible Spending Account (FSA). Commuter benefits. 401(k) and Employee Stock Purchase Plan (ESPP). Employee Assistance Program (EAP) and tuition assistance. Paid Time Off: fifteen days in the first year, 11 paid holidays, and 3 floating days. Primary caregiver leave: 14 weeks, secondary caregiver leave: 2 weeks. Work Schedule Full‑time, 40 hours per week, with flexible shift times from 6:00AM to 6:00PM; weekends, holidays, and on‑call rotations may be required. #J-18808-Ljbffr ResMed Inc