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 strategy of GTS focuses on aligning goals and promoting collaboration across all organizational areas. This includes fostering shared ownership, developing flexible platforms that can easily scale to meet global demands, and implementing global standards for key processes to ensure efficiency and consistency.

Role Overview

The position is a regular, full-time hourly role classified as Level 3 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, US.

The primary function of the IT Support role is to provide technical assistance to employees encountering issues with hardware, software, networking, and other computer-related technologies. This includes logging and managing support requests using the JIRA or BMC Ticketing system, diagnosing and resolving problems according to documented procedures and performance indicators, and assisting with network infrastructure maintenance, new computer builds, and installation of services.

Responsibilities

The IT Support Analyst acts as a communication bridge between end-user support and backend services, coordinating endpoint service alignment. The role requires daily interaction with distribution center leaders, end users, and management to identify and resolve support requests, emphasizing strong communication, interpersonal skills, ownership, and accountability.

Key responsibilities include:

- Responding to and prioritizing incoming support requests via telephone, voicemail, email, and in-person, addressing issues with hardware, software, networking, and related technologies.

- Logging and tracking issues in the JIRA or BMC ticketing system, adhering to service level agreements (SLAs), and maintaining problem documentation.

- Assisting with network account setup and maintenance in Active Directory (AD), Multi-Factor Authentication (MFA), and Exchange within an ISO-compliant environment.

- Troubleshooting and resolving user problems, escalating more complex issues as needed.