MED-EL · 10 hours ago
Junior Systems Support Analyst
Durham, NC
Full-time
Onsite
Entry Level
1+ years expMED-EL Corporation is a global leader in hearing implant technology and research. The Junior Systems Support Analyst provides frontline technical support to users across various business systems, focusing on troubleshooting and ensuring smooth daily operations of core applications.
Health CareManufacturingMedicalMedical Device
Responsibilities
Provide frontline support for users across business systems and applications such as CRM, IVR, RCM, and ERP
Diagnose and resolve basic application issues, escalating more complex problems to senior team members or specialists
Guide users through system navigation and how-to questions
Maintain a positive and service-oriented approach when addressing user requests and incidents
Create and update user-friendly documentation, including how-to guides, FAQs, and step-by-step instructions
Contribute to internal knowledge bases by documenting common issues and solutions
Maintain accurate records of support activities within the MED-EL ITSM system
Perform routine checks to confirm availability and basic functionality of supported applications
Identify recurring issues or patterns and communicate them to other members of Information Systems for investigation
Assist invalidating system changes, updates, or deployments to ensure user readiness
Support new user onboarding by helping set up accounts, permissions, and basic configurations
Assist in delivering foundational training sessions or one-on-one walkthroughs for new or existing users
Help create simple training materials or quick reference guides
Capture clear and accurate details regarding user issues, needs, and requests
Communicate user requirements to other team members for further assessment
Follow defined escalation paths as necessary
Work closely with the Information Systems team to coordinate support activities and improve user experience
Participate in team meetings, share observations, and contribute to continuous improvement discussions
Support cross-functional initiatives as assigned, especially those aimed at improving user adoption and system stability
Qualification
Required
Bachelor's degree in Computer Science, Management/Computer Information Systems or equivalent combination of education, training and professional experience
Proven experience with launch and administration of NAV and ERP systems
Possess strong knowledge of system and understanding of relational databases, web and client server accounts
1-3 years of experience working with technology, experience in the medical industry is a plus
Ability to conceptualize features and functionality from idea stage to implementation, and communicate complex information to different target audiences
Attention to detail and ability to complete tasks in a timely manner
Ability to interact courteously and professionally during interactions with customers, internal staff or the public at large while representing MED-EL Corporation
Must have strong interpersonal skills, maturity and good judgment, demonstrate a positive can-do attitude; have effective communications skills with a diverse range of individuals
Positive team attitude, assisting and supporting other MED-EL team members by not only identifying problems but by contributing to their solution
Possess strong written and oral communications skills
Excellent database skills with proficiency in Microsoft Office (Excel, Word, Outlook, and PowerPoint)
Operating System Skills: Hands-on experience with enterprise-wide operating systems both the underlying processes and the automation thereof with ERP system. Ideal experience would be system design and modifications (in an inventory-based transaction environment) from conceptualization to the point of presentation of specs for coding by programmers
Commitment to self-development and expanding your knowledge base
Technical and working experience with systems networking, databases, Web development, and user support including some experience with e-commerce web sites
Located near – or willing to relocate near – Durham, NC
Benefits
Medical, dental, and vision coverage available, effective on the first day of the month following 30 days of active service.
401k Match
Health Savings Account
Short term and long-term disability paid by the company.
Company paid life insurance with an option to purchase additional coverage.
FSA Dependent Care
Pet Insurance
Critical Illness
Accident Insurance
PTO – 20 days annual that is accrued each pay period. Plus 40 hours Medical/Sick leave annual, prorated from hire date and 9 holidays.
Employee Assistance Program
Company
MED-EL
MED-EL is a hearing implant solution.
1001-5000 employees
Funding
Current Stage
Late StageRecent News
2026-01-11
Medical Xpress - latest medical and health news stories
2025-12-12
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