Support engineer Jobs in Mesa, AZ

Description

Join a team that is changing millions of lives.

Transforming smiles. Transforming lives. Transforming an industry.

At Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our teams are constantly pushing the boundaries of what’s possible.

Ready to join us?

About this opportunity

The Sr. Desktop Support Specialist is responsible for effectively, efficiently, and promptly resolving issues relating to computer systems, software and various other services IT provides for local and remote users. You must be proactive, service-oriented, willing to accept responsibility, able to work with demanding deadlines, flexible, decisive and possess excellent team working skills. You must be able to maintain professional composure under stressful situations.

As a Sr. Desktop Support Specialist, you are the direct support to users of the regional office, while also providing support to remote staff globally. You respond to customer communication regarding software/hardware issues received via phone, email or a ticketing solution. You evaluate the nature of the problem, determine the appropriate solution and provide assistance to resolve the situation for the customer. You also accurately and thoroughly document information in the provided ticketing solution for each contact handled following defined parameters.

Role expectations

· Provide oversight for AV and end-user workspace buildout and enhancements for the local office

· Provide on-demand support for hardware, software and access for in-person requests (walk up)

· Provide primary escalation support for our Global Service Desk team

· Break-fix of computers, printers & AV equipment/accessories in conference rooms, cafes and signage displays.

· Pilot test new hardware/software for compatibility with Align’s existing environment

· Escalate and report Major Incidents to the appropriate IT resources.

· Primary operational responsibilities for End User Engineering tools and services

· Execute Onboarding & Offboarding processes in accordance with defined procedures and timelines.

· Maintain and deliver new hire orientation to all incoming personnel in US/Canada

· Provision & revoke access to company resources as detailed in company identity and access management policies and procedures.

· Engage with vendors for warranty replacement/support of end-user systems.

· Maintain inventory of assets for all computers, mobile phones, AV equipment, etc.

· Accurately and thoroughly document information in the ticketing system about each request/issue handled or reported

· Adhere to the Global Standards as defined by the Tier 3 IT teams.

· Document help sheets, usage guides and FAQs for all end users with maximum transparency via the knowledge base.

· Actively engage in feedback mechanisms to ensure maximum efficiency in any and all service management tools

· Provide recommendations for improvements to existing policies and procedures

· Identify trending issues impacting employee productivity and develop solutions for issue resolution and/or mitigation.

What we're looking for

· IT-related degree or 6 years of equivalent work experience.

· Team player mentality - enhance team performance, promote a positive attitude and a whole company mindset

· Customer focus, with the ability to adapt style to effectively navigate challenging situations with patience and professionalism

· Ability to convert technical concepts into plain English

· Positive, can do attitude to problem resolution and interaction with the end user community

· Strong background working with end-user operating systems, including Windows 10, MacOS, and iOS.

· Foundational knowledge of fundamental security concepts – encryption, anti-virus/anti-malware, multi-factor authentication, etc.

· Hands on experience with IT Service Management software (e.g. ServiceNow)

· Solid understanding of the ITIL Framework

Sound like a good fit?

Great! Click the Apply link below to let us know you are interested. Not the right fit? Don’t worry, there are lots more opportunities. Please consider sharing this opportunity with others in your network.

About Align

Invisalign clear aligners, iTero Intraoral scanners, and OrthoCAD digital services that help dental professionals achieve the clinical results they expect and deliver effective, cutting-edge dental options to their patients.

Pay Transparency

If provided, base salary or wage rate ranges are the range in which Align reasonably expects to set a candidate’s pay for the posted position. Actual placement depends on the individual skills and experience level of a candidate plus the total compensation and equity across team members. For other locations outside of the primary location, the base salary range will be adjusted geographically.

For Field Sales roles, the salary listed is the base pay only and does not include the applicable incentive compensation plan. A cost of living adjustment may be added to base pay for higher cost areas in the U.S.

Our internship hourly rates are a standard pay determined based on the position and your location, year in school, degree, and experience.

General Description of All Benefits

We are pleased to provide a general description of the benefits Align offers to full-time employees in this position.

Family Benefits. Align offers employees and their eligible dependents medical (with a Health Savings Account option for some plan offerings), dental, and vision in accordance with those plans. Align also offers to employees:

• Discounts on Invisalign and Vivera to employees and their eligible dependents after 90 days of employment
• Back-up Child/Elder Care and access to a caregiving concierge
• Family Forming Benefits – Available to Employees, and their spouse or domestic partner, covered under one of Align’s health plans
• Breast Milk Delivery and Lactation Support Services
• Employee Assistance Program
• Hinge Health Virtual Physical Therapy – Available to all employees and eligible dependents (age 18+) enrolled in an Align medical Plan

Employee benefits. Align offers its employees:

• Short-term and long-term disability insurance in accordance with those plans.
• Basic Life Insurance and Accidental Death and Dismemberment. Voluntary Supplemental Life Insurance for Employee, Spouse/Domestic Partner, and Child(ren) are available for purchase in accordance with those plans.
• Flexible Spending Accounts – Employees may be eligible to participate in a health care account (including a limited health FSA if enrolled in a HDHP), dependent care account, and a pre-tax commuter benefit plan.
• 401k plan (with a discretionary Company match of 50% up to 6% of eligible earnings up to a maximum match of 3%.). Employer match vests after two years – 25% year one and 100% at year two. Align offers traditional, Roth, and after-tax options.
• Employee Stock Purchase Program (Employees must work 20 hours or more and be employed on purchase date to be eligible).
• Paid vacation of up to 17 days during the first full year of employment (currently accrued at the rate of 5.24 hours each pay-period), which carries over to a maximum cap of 30 days. Annual paid vacation time accrual increases based on tenure. Both exempt and non-exempt employees who work 32 hours or more per week receive prorated vacation accrual based on their regularly scheduled work hours and tenure.
• Sick time is accrued throughout the year at the rate of one hour for every thirty worked. Employees can carry over unused sick leave each year, up to a maximum balance of 80 hours.
• 11 Company-designated paid holidays throughout the year.
• If employed for at least 12 consecutive months, Align will grant up to 6 weeks of paid Parental Leave. If employed for less than 12 consecutive months, Align will grant up to 4 weeks of paid Parental Leave. All parental leave must be completed within one year of the birth or placement of the child. Parental leave is in addition to any state and/or local parental leave benefits. Three days of paid bereavement leave. In some cases, due to travel the amount of paid leave may be extended to 5 paid days off. To the extent applicable state or local law offers more generous benefits, Align complies with any such law.
• Non-exempt employees will receive full pay for up to 10 days of jury duty. Exempt employees will receive their full salary during any week they serve and perform any work. Other insurance such as legal, critical illness, voluntary accident, long-term care, auto, home and pet insurance are available for purchase.

To the extent applicable state or local law offers more generous benefits, Align complies with any such law.

Applicant Privacy Policy:

Review our Applicant Privacy Policy for additional information.

Equal Opportunity Statement:

Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.

Your growth and well-being:

At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:

• Health and well-being programs to keep you thriving in both body and mind.
• Employee-exclusive discounts on Invisalign products.
• Learning opportunities through online learning resources and support for your individual development plans.
• Inclusive, global workplace that fosters collaboration, recognition and belonging.

Country and/or role specific details will be shared with you by your recruiter during the interview process.

Discover Align:

We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.

Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.

We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.

At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time.

As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.

Eager to learn how we embrace our global differences and nurture employee well-being?
Explore Align's culture here!

Want to discover more about exocad and Cubicure? Click on their names for additional information.