AddressJoin a team that is changing millions of lives.
Transforming smiles, changing lives
At , we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our diverse and collaborative teams are constantly pushing the boundaries of what’s possible.
Ready to join us?
About this opportunity
The Sr. Desktop Support Specialist is responsible for effectively, efficiently, and promptly resolving issues relating to computer systems, software and various other services IT provides for local and remote users. You must be proactive, service-oriented, willing to accept responsibility, able to work with demanding deadlines, flexible, decisive and possess excellent team working skills. You must be able to maintain professional composure under stressful situations.
As a Sr. Desktop Support Specialist, you are the direct support to users of the regional office, while also providing support to remote staff globally. You respond to customer communication regarding software/hardware issues received via phone, email or a ticketing solution. You evaluate the nature of the problem, determine the appropriate solution and provide assistance to resolve the situation for the customer. You also accurately and thoroughly document information in the provided ticketing solution for each contact handled following defined parameters.
In this role, you will…
- Provide oversight for AV and end-user workspace buildout and enhancements for the local office
- Provide on-demand support for hardware, software and access for in-person requests (walk up)
- Provide primary escalation support for our Global Service Desk team
- Break-fix of computers, printers & AV equipment/accessories in conference rooms, cafes and signage displays.
- Pilot test new hardware/software for compatibility with Align’s existing environment
- Escalate and report Major Incidents to the appropriate IT resources.
- Primary operational responsibilities for End User Engineering tools and services
- Execute Onboarding & Offboarding processes in accordance with definedprocedures and timelines.
- Maintain and deliver new hire orientation to all incoming personnel in US/Canada
- Provision & revoke access to company resources as detailed in company identity and access management policiesand procedures.
- Engage with vendors for warranty replacement/support of end-user systems.
- Maintain inventory of assets for all computers, mobile phones, AV equipment, etc.
- Accurately and thoroughly document information in the ticketing system about each request/issue handled or reported
- Adhere to the Global Standards as defined by the Tier 3 IT team
- Document help sheets, usage guides and FAQs for all end users with maximum transparency via the knowledge base.
- Actively engage in feedback mechanisms to ensure maximum efficiency in any and all service management tools
- Provide recommendations for improvements to existing policies and procedures
- Identify trending issues impacting employee productivity and develop solutions for issue resolution and/or mitigation.
- IT-related degree or 4 years of equivalent work experience.
- Team player mentality - enhance team performance, promote a positive attitude and a whole company mindset
- Customer focus, with the ability to adapt style to effectively navigate challenging situations with patienceand professionalism
- Ability to convert technical concepts into plain English
- Positive, can do attitude to problem resolution and interaction with the end user community
- Strong background working with end-user operating systems, including Windows 10, MacOS, and iOS.
- Foundational knowledge of fundamental security concepts – encryption, anti-virus/anti-malware, multi-factor authentication, etc.
- Hands on experience with IT Service Management software (e.g. ServiceNow)
- Solid understanding of the ITIL Framework
Great! Click the "Apply" link to let us know you are interested. Not the right fit? Don’t worry, Align is quickly growing so we are creating more opportunities to expand our Align family. Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network.
About Align
Align Technology is a publicly traded medical device company that is transforming smiles and changing lives. Our global team of talented employees develop innovative technology, tools and treatment options to help dental professionals worldwide achieve the clinical results they expect. Our digital ecosystem combines the power of technology to create beautiful smiles through the integration of AI and machine learning, digital imaging and visualization, biomechanics and material science to develop the Invisalign system, the most advanced clear aligner system in the world; iTero Intraoral Scanners and OrthoCAD digital services. Did you know? Align is the world’s largest manufacturer of custom 3D-printed materials.
By joining Align, you will be part of a global, fast-growing company in one of the most dynamic industries. Great people, innovative technologies, and meaningful work – these are just some of the things employees say make Align Technology a great place to work.
We respect your privacy. Please review our for additional information.
Global Diversity Statement:
At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we will continue building a workforce of diverse cultural backgrounds and life experiences and fostering a culture of open-mindedness and compassion for all our employees. We live our company values by promoting healthy people and healthy communities. All with the intent of changing millions of lives, one unique smile at a time.
Equal Opportunity Statement
It is our policy to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for positions with Align must be legally authorized to work in the country which they are applying for and verification of employment eligibility will be required as a condition of hire.
