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Information Technology
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Kavo Kerr
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Position Summary
Services internal & external customers cost effectively, while logging and tracking customer support requests. Responsible for desktop configurations and imaging, providing ongoing system updates and maintenance of these systems. LAN/WAN network troubleshooting, and vendor coordination. This person will be responsible for assisting the Information Technology group with maintaining Enterprise backups using Commvault and numerous other third party applications (e.g., Salesforce, Microsoft Dynamics, Oracle, SAP, Remedy, etc). Provides first level phone support for all KaVo Kerr, Ormco and Nobel Biocare locations. Ensures that all Phone support calls are logged, resolved, or are forwarded to the proper group for resolution. Provides IT purchasing services; tracks purchase requisitions and orders for all KaVo Kerr, Ormco and Nobel Biocare locations, from initial request through final delivery of products. Monitors the pricing and invoicing of merchandise to ensure proper payment and cost savings. 

Essential Duties and Responsibilities 
Takes users issues and requests via phone, email, and Self Service Ticketing System. Logs the issues\requests into the Help Desk Tracking System then either resolves or escalates to the appropriate resource.
First level troubleshooting of laptops, desktops, servers, network related or attached systems.
Recommends or performs minor remedial actions to correct problems.
Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
Replaces defective or inadequate software packages.
Maintain Active directory user account and security consistency.
Service internal and external customers cost effectively; log and track customer support requests
Escalate and redirect Help Desk Incidents to the appropriate technical resources
Install, troubleshoot, and repair PC hardware and Operating Systems. Troubleshoot MS and Enterprise software application issues.
Provide support for LAN, remote (VPN, RDP, Citrix) access, and resolve basic Email connectivity issues.
Installation and maintenance of Windows based PC/Laptops in an enterprise environment. 
Troubleshooting, configuring of desktop components, and assisting with physical installations of Desktops, Laptops, and Thin clients.
Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
Installing software patches as needed and eradicating spyware/viruses. 
Setup and troubleshooting of print servers and queues.
Assists with upgrade implementations, application support, and network infrastructure expansions.
Performs preventive maintenance and repairs.
Performs other duties as assigned. 
Minimum Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
· Must be a Junior or Senior, attending College or have a Bachelor’s degree.
· Experience with installation and maintenance of Windows 7/10 PCs
· Basic experience with Windows Active Directory LAN administration
· Some technical knowledge of PCs, laptops, printers, and peripheral hardware devices.
· Working knowledge of Windows, Microsoft Office, communications software, virus protection, and diagnostic software,
· Ability to diagnose and resolve on-site and remote PC related computing problems.

Competencies: 
Sense of Urgency: IT issues usually start at the IT help desk.  Must understand and direct the team to address issues by the required SLA timeline.  There are times where critical business functions depend on IT products and services working as soon as possible.
Communication:  There are always multiple activities and projects working simultaneously where clear and concise communication is necessary to avoid confusion.
Customer Focus: The IT Helpdesk and Tech Support team exists to support our customers, the internal computer users. We will provide the level of service that insures as little down time as possible for the business.  
Teamwork:  The IT Operations team consists of several local and remote resources where a team atmosphere is of the utmost importance to be able to work as one group spread out across North America.
Soft Skills- The ability to engage customers verbally in a professional manner

Language Ability: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write reports and correspondence. Ability to speak effectively before groups of customers or employees.
Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.
Reasoning Ability: Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists. 
Computer Skills: To perform this job successfully, an individual should have knowledge of Internet software, spreadsheet and word processing software, operating systems, advanced knowledge of personal computers, networking and peripheral hardware.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is frequently required to sit. The employee is frequently required to walk. The employee is occasionally required to lift up to 50 pounds (with assistance). 

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.

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At Envista, we believe true champions lift others up.

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Our Employees are our champions; they work to be their best, help others be theirs, show up every day to make a difference, and celebrate the difference in others.

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The innovative companies that are part of Envista help dental professionals deliver the best possible patient care, every step of the way.

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For more than 100 years, KaVo and Kerr have been serving the needs of dental professionals. As industry leaders, and with rich expertise and product development, we continue to improve our clinical products and services to support dental professionals in the best diagnosis and treatment of their patients.

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Built on over 60 years of continuous innovation, Nobel Biocare Systems is a world leader in the field of innovative implant-based dental restorations – from single-tooth to fully edentulous indications.

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Ormco has a distinguished 50+ year history of providing the orthodontic profession with high quality, innovative products backed by attentive customer service and educational support.

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WHAT OUR EMPLOYEES SAY
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Torell Jackson Senior Product Manager KaVo Kerr

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William Irwin Director of International Product Management KaVo Kerr

Employee Testimonial Video 

Poornima Gopalakrishnan Director of Inside Sales KaVo Kerr

“Envista was created with cultural enthusiasm for continuous improvement, personal and professional development, and championing creators of confidence — employees and customers alike.”

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Chief Human Resources Officer