IT Desktop Support

SI-BONE

Santa Clara, California, United States

Santa Clara, California, United States

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About

SI-BONE is a fast-growing, publicly traded medical device company that is an industry pioneer in minimally invasive sacropelvic solutions. Our mission is to help patients rise up and reach for the stars, and our vision is to work together as the global leader to make sacropelvic conditions universally recognized and effectively treated through innovation, evidence, education, and advocacy. IT Desktop Support Location: Santa Clara, CA. Must be able to work onsite 5 days a week. SI-BONE is focused on helping patients in one of the most under-served, under-diagnosed, and under-treated areas in orthopedics, the sacroiliac (SI) joint. SI-BONE developed an innovative, patented implant to fuse the SI joint. The iFuse Implant System provides a less invasive alternative to traditional sacroiliac (SI) joint fusion surgery and has been used in over 90,000 procedures to date. We are a medical device company that is focused on improving the lives of patients with sacroiliac pelvic conditions. We are looking for people who are passionate about our mission and who are willing to work hard to achieve it. We are also looking for people who are:
Agile: We work in a fast-paced environment and need to be able to learn and adapt to change quickly. Creative: We embrace creativity, and we need people who are not afraid to challenge the status quo. Team Players: We roll-up our sleeves and work together as one team to achieve our goals. General Responsibilities: The IT Desktop Support professional provides hands-on technical support to employees across the United States and, as needed, the EU. This role focuses on resolving end-user hardware, software, and access issues, supporting endpoint devices, and delivering high-quality customer service. The position supports daily IT operations, endpoint lifecycle activities, and technology deployments while following established processes and procedures. All responsibilities are performed in compliance with applicable global regulatory requirements as defined in the SI-BONE Quality Manual, with adherence to the company's Code of Conduct and industry regulations. Specific Responsibilities and Skills:
Provide day-to-day desktop, laptop, mobile device, and peripheral support across Windows, macOS, iOS, and Microsoft 365 environments Configure, deploy, and support laptops, MacBooks, iPads, and related hardware and software Support employee onboarding and offboarding activities, including equipment setup, access provisioning, and account deactivation Respond to and resolve IT support requests through the Freshservice helpdesk platform, meeting defined SLAs and service standards Deliver on-site and remote support for headquarters and satellite locations Assist with software installations, updates, and standard system configurations Document incidents, requests, and solutions accurately in the ticketing system Escalate complex or unresolved issues to senior team members or appropriate IT teams Maintain accurate IT asset inventory and lifecycle tracking for issued equipment Support conference rooms, audio/visual systems, and collaboration tools Follow IT security, quality, and compliance requirements and report potential non-compliance issues as needed Assist with basic facilities and site IT support as it relates to end-user technology Knowledge, Education, and Experience:
Associate or Bachelor's degree in Information Technology, Computer Science, or equivalent practical experience Typically 2-3 years of experience in IT desktop or end-user support Familiarity with applicable regulations/standards (e.g., ISO 13485, FDA 21 CFR 820, EU MDR 2017/745, ISO 14971). Working knowledge of Windows OS, macOS, iOS, and Microsoft 365 Experience troubleshooting common hardware, operating system, and application issues Strong customer service and communication skills Ability to follow established procedures and manage multiple support requests Basic understanding of IT asset management and ticketing systems Strong attention to detail and documentation
Salary range: $67,000- $80,000. The compensation range for this position is specific to the location and is in good faith what SI-BONE expects to pay for the position taking into account the wide variety of factors that are considered in making compensation decisions, including job-related knowledge; skillset; experience, education and training; certifications; and other relevant business and organizational factors. Supplemental pay: bonus and stock There are potential risks associated with the iFuse Implant System. It may not be appropriate for all patients and all patients may not benefit. For additional information on the company or the products including risks and benefits, please visit www.si-bone.com/risks. We are aware of active recruitment scams using the SI-BONE name, in which individuals pose as our recruiters and post fake remote job openings and make fake job offers on the Internet. Please note, we will never make an offer of employment without conducting multiple rounds of interviews face-to-face using secure video-conferencing technology. We will never ask candidates to cash checks or make a payment in order to be considered for a position. SI-BONE only uses company email addresses, which contain "@si-bone.com" to communicate with candidates.

Santa Clara, California, United States

Languages

English

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