Advanced Support Specialist 1

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. Responsible for next level screening/isolation, advance to complex troubleshooting on all internal IT issues and work on IT requests escalated by Service Desk TIER1 Team, as they relate to Maintenance of computers and related Manufacturing / Production Enterprise application systems. May prepare and process incident reports and assist in hardware and software evaluation. 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 notifications, diagrams, procedures, customer support, internal support, and technical support etc. You will assist with project planning and implementation including new systems or application rollouts, compliance, and security testing for software applications, and updating software guidelines and instructions as needed. You will coordinate user notifications of project and maintenance activities, and update documentation for user instructions and guidelines. Gather, organize, and analyze report data from multiple sources to identify patterns. You will document each issue and follow from entry to closure with same day communication back to end user. Use and maintain Service Desk ticketing system for logging, documenting, and communication of issue and resolution information. You should be able to effectively manage and organize IT reports and other documentation needed and necessary. You will support and backup other IT services as needed and other duties as assigned. What makes you successful: You must have a strong interest in the evolving IT technology, and agility at learning new products and features. You must have the ability to deliver great customer