Hybrid IT Support Specialist bei ReSound

Position: IT Support Specialist

Reports to Title: AMER Senior IT Service Manager

Department/Division: IT Shared Service

Primary Work Location: Bloomington/Shakopee

Job Code/Classification: Non-Exempt

Position Overview

Delivering desktop and field support to on-site and remote GN users at our production facility, supporting operational efficiency while coordinating the local rollout of global IT projects.

Essential Functions (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Provide IT support for all GN brands across the Americas and globally via ticketing system, phone, and walk-ups, collaborating with onsite IT peers, AMER location supporters, the global IT Service Desk, and business teams to ensure consistent, unified service.
• Support and troubleshoot:
  • End-user devices (desktops, laptops, mobile devices, monitors, docks etc.)
  • Production devices (printers, scanners, RF guns)
  • Meeting Rooms Equipment (MTR devices, monitors/screens, Jabra Meeting Room devices)
  • Microsoft 365 products and other core business applications
  • Telephony/VoIP, fax, VPN, and remote-access platforms
  • Local infrastructure (Switches, routers, UPS, LAN/Wi-Fi, cabling closets)
• Image, deploy, and retire PCs, laptops, and mobile devices; coordinate occasional network-component installations.
• Deliver line and technical support during production-floor layout or technology changes.
• Plan and execute small-to-medium implementation projects (e.g., hardware refreshes, software deployments) as liaison to global project teams, ensuring alignment with company processes and Agile frameworks (Azure DevOps, Scaled Agile).
• Conduct on-site inspections in manufacturing and warehouse areas, document incidents, and drive service-improvement actions.
• Create and maintain user guides, SOPs, and knowledge-based articles

Competencies (Knowledge and Skills needed for this position.)

• Deliver First Class IT support to internal customers while meeting or exceeding their expectations.
• Strong customer orientation and focus.
• Strong analytic and communication skills.
• Ability to handle multiple issues without jeopardizing the service level to the individual users.
• Ability to work independently and highly self-motivated.
• Strong drive for performance with a proactive approach.
• Strong general knowledge of IT infrastructure, network and Applications based on Microsoft platforms and rich experience of supporting client issue.
• Highly self-motivated, able to work independently and manage competing priorities

Desired Qualifications

Required Education: Degree in Information Technology or related field preferred.

Preferred Education:

Experience:

• 4+ years of Tier 2 desktop and application support, including production/warehouse Skilled in using IT service-desk ticketing systems to log, prioritize, and resolve incidents—ServiceNow experience a plus.
• Working knowledge of ITSM best practices and ITIL processes (Incident, Problem, Change, Knowledge, Major Incident) with proficiency in ServiceNow or similar service-desk tools.
• Solid understanding of IT infrastructure, networking, and Microsoft-based applications.
• Proficient in installing, configuring, and maintaining hardware (PCs, printers, mobile and smart devices).
• Strong analytical thinking, excellent written and verbal communication, and a customer-first mindset.

Travel: Less than 10 days per year

Other: N/A

Other Information

Direct reports: None

Indirect reports: None

Working Environment: Onsite

Physical Demands: Computer/Phone work, sitting, or standing, ability to lift up to 50 pounds

Position Type and Expected Hours of Work: Full Time – Monday-Friday 9am-5:30pm

About Us

At ReSound, people with hearing loss are at the heart of what we do. In an ever-smarter world, we think big and challenge the norm so that we can transform lives through the power of sound. A life that empowers you to hear more, do more and be more than you ever thought possible.

What We Offer
As a leading medical device manufacturer, we value our employees and offer competitive wages and benefits including:
- Generous Benefits including PTO and Paid Holidays
- 401k with Company match
- Paid Parental Leave & Transition Back to Work Benefits
- Company HSA Contributions
- Free Hearing Aids for Family Members

We encourage you to apply

Even if you don’t match all the above-mentioned skills, we will gladly receive your application if you think you have transferrable skills. We highly value a mindset, motivation, and energy, that aligns with our core values, to not only ensure growth for you, but for your team and the wider GN organization as well.

We are committed to an inclusive recruitment process

GN ReSound welcomes applicants from all backgrounds and applicants will receive equal consideration for employment. We make life sound better by developing intelligent sound solutions that transform lives through the power of sound, enabling you to hear more, do more & be more than you ever thought possible. Our integrated headset and communications solutions assist professionals in all types of businesses in being more productive. Our wireless headsets are designed to fit any lifestyle - from sports enthusiasts to commuters and office workers. ReSound is part of the GN group, which operates in more than 90 countries across the world. Founded in 1869, GN group today has more than 7,000 employees. 

Pay Transparency Notice: 

Depending on your work location, the target hourly rate for this position can range from $28.85-33.65.  Compensation for roles at GN depend on a wide array of factors including but not limited to location, role, skill set, and level of experience.  To remain competitive, GN offers a competitive benefits package, including annual bonuses, health insurance, a 401(k) plan, paid time off and paid holidays.

E-Verify:

GN participates in E-Verify. View the E-Verify poster here.  View the Right to Work poster here.

Disability Accommodation

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected]. This email is provided for the purpose of supporting applicants who have a disability that prevents them from being able to apply online. Only emails received for this purpose will be returned. Emails left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.