Advanced Support Specialist 1 (Tier 2 IT Service Desk)

The Company Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.   We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us. Meet the team: The DEXCOM Advanced Support Team is part of the in-house IT Helpdesk team established last 2020 and provides IT services to all Dexcom employees on their IT support needs globally. The Advanced Support Specialist 1 (Tier 2 IT Service Desk) serves as the next level of screening, isolation, and advanced troubleshooting for complex IT incidents and service requests escalated by the Tier 1 Service Desk team. The team is responsible for resolving issues related to computers, operating systems, peripherals, web-based technologies, and related Manufacturing and Production Enterprise applications and systems. Team members also prepare and process incident reports and assist in hardware and software evaluations. Note: May be supporting any internal and external client-focused for company-hosted web-enabled solutions. Where you come in: You should be able to provide advanced and next-level triage, troubleshooting issues/tickets escalated by TIER1 Level, and remote assistance for problems with computer systems, peripheral equipment, operating systems, and web browsers. You will help users solve their IT problems and provide targeted instructions to users to improve their skills and confidence in using computer systems and applications. Track, report, and create documentation for recurring problems. You should be able to facilitate workflow processes and maintain all aspects of the internal helpdesk system. Including server maintenance, backups, and user credentials. You will maintain service-level agreements (SLA) within acceptable parameters as deemed by management. You should be able to create, update, and review documentation such as- IT…