Associate Analyst, IT Support (On-site)

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. 

• Imaging computers to company standard builds and contributing to image updates. 

• Supporting audio/visual equipment, conference rooms, and network hardware including phones, projectors, and video conferencing tools. 

• Troubleshooting warehouse equipment such as RF barcode scanners, Zebra label printers, and other peripherals. 

• Learning and supporting Distribution Center equipment functionality and configuration. 

• Communicating issues and facilitating escalation processes during incidents or outages, collaborating with peers and incident management teams. 

• Providing status updates to management and building relationships with warehouse operations by understanding workflows. 

• Writing and revising user instruction materials and backend process documentation. 

• Participating in project-oriented tasks for service improvements and changes. 

• Working flexible hours between 6:00 AM and 6:00 PM, including weekends, holidays, and on-call rotations as needed. 

• Traveling up to 5-10% of the time. 

Qualifications and Experience 

• Candidates should be enthusiastic self-starters with problem-solving skills, mental agility, and the ability to quickly make an impact. They must demonstrate grit, initiative, fast learning ability, and effective teamwork. Solid business acumen, attention to detail, and a big-picture perspective are important, along with the ability to work autonomously and flexibly while delivering results. 

• A minimum of five years of experience supporting client desktop environments, especially Microsoft desktop operating systems and application suites, is required. Experience with Windows 10, 11 and MAC environments, installation and maintenance of LAN/Desktop hardware and software including Microsoft Office 2013/2016 and M365 suite, and multiple hardware platforms are essential. Skills in configuring desktop and laptop computers to company standards and performing hardware repairs are necessary. Knowledge of imaging system software fundamentals and certifications or experience with Microsoft MCSE/ITIL and Cisco VoIP are desirable. Previous experience in a warehouse environment is also preferred. 

In summary, this role requires a motivated IT professional capable of providing high-quality technical support in a dynamic distribution center environment, with strong problem-solving skills, communication abilities, and relevant technical expertise to support both end-users and backend IT services effectively. 

We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members. 

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.