We anticipate the application window for this opening will close on - 24 Jun 2025

 

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life

At Medtronic, we bring bold ideas forward with speed and decisiveness to put patients first in everything we do. In-person exchanges are invaluable to our work. We're working onsite 4 days a week as part of our commitment to fostering a culture of professional growth and cross-functional collaboration as we work together to engineer the extraordinary. The person in this role will work from the Medtronic location in Mounds View, Minnesota.

The Healthcare IT (HCIT) Support team delivers world-class customer service by resolving technical issues and providing insights for Medtronic sales reps, healthcare providers, and patients using IT-enabled therapies globally. This role focuses on addressing feedback, managing medical device complaints, and ensuring compliance with audits. HCIT operates 24/7/365, supporting Medtronic-developed technologies and third-party solutions across electronic and phone channels.

We believe that when people from different cultures, genders, and points of view come together, innovation is the result —and everyone wins. Medtronic walks the walk, creating an inclusive culture where you can thrive. Our unwavering commitment to inclusion, diversity, and equity (ID&E) means zero barriers to opportunity within Medtronic and a culture where all employees belong, are respected, and feel valued for who they are and the life experiences they contribute. We know equity starts beyond our workplace, and we must play a role in addressing systemic inequities in our communications to achieve long-term sustainable impact. Anchored in our Mission, we continue to drive ID&E forward both to enhance the well-being of Medtronic employees and to accelerate innovation that brings our lifesaving technologies to more people in more places around the world.

Bring your talents to an industry leader in medical technology and healthcare solutions – we’re a market leader and growing every day. You can be proud to be a part of technologies that are rooted in our long history of mission-driven innovation. You will be empowered to shape your own career. We encourage and support your growth with the training, mentorship, and guidance you need to own your future success. Together, we can transform healthcare. Join us for a career in IT that changes lives. Medtronic is committed to fostering a diverse and inclusive culture. Check out the accomplishments of our Women in IT group! http://bit.ly/MedtronicWomeninIT

CAREERS THAT CHANGE LIVES

The role of a Technical User Support Analyst (TUSA) for Healthcare IT Support (HCIT) is integral to providing the daily support our customers need to function in their job.  Medtronic businesses rely on TUSA-HCIT to deliver world class customer service and expert technical knowledge to enable the success and future growth to deliver IT services, including:

• Non-Therapy Application Support
• Installation and Configuration
• Connectivity and Password Management
• Device Deployment and Technical Support
• Lost/Stolen Device Processing
• Manage Knowledge and Process Documentation

SUPPORT AREAS

• Medical and Consumer Mobile Devices and Apps
• Medtronic Apps
• Sensitive Data Management
• Printing Solutions
• Healthcare Patient Management Platforms
• Handle Complaint and Report Processing

GENERAL DUTIES & RESPONSIBILITIES

• Respond to and resolve technical issues via phone and electronic channels.
• Troubleshoot and support:
  • Mobile device OS, network connectivity (Cellular/Bluetooth/Wi-Fi), and application deployments.
  • Windows OS installation, configuration, and support.
  • Windows Server services, including Active Directory, Group Policy, and File/Folder services.
• Utilize tools such as ServiceNow, Jira, and other Medtronic custom made apps for service support tasks.
• Perform scripting and configuration tasks using PowerShell, Python, or advanced DOS.
• Handle network services like TCP/IP, DNS, and DHCP.
• Communicate status updates and solutions to stakeholders in virtual or in-person meetings.
• Collaborate with cross-functional teams to complete project milestones and assignments.
• Maintain knowledge of IT services, frameworks (e.g., ITIL, Agile), and healthcare IT protocols (e.g., HL7, DICOM, PACS, FIHR).

ROLE SPECIFIC RESPONSIBILITIES

• Provide technical support to Medtronic field representatives, healthcare providers, and patients using IT-enabled therapies globally.
• Address and manage potential medical device complaints subject to internal and external audits.
• Ensure compliance with incident, problem, and change management processes, as well as complaint handling and report processing.
• Support Medtronic-developed technologies and third-party solutions, including:
  • Medical and consumer mobile devices/apps.
  • Healthcare patient management platforms.
  • Sensitive data management.
• Manage device deployment, installation, configuration, and troubleshooting for both hardware and software.
• Develop and maintain knowledge/process documentation and user instruction manuals.
• Participate in continuous improvement efforts by recommending system or process enhancements.
• Deliver 24/7/365 support as a team, including on-call and holiday hours, to ensure uninterrupted service.

MUST HAVE (Minimum Qualifications)

• High school diploma (or equivalent) and 2+ years of experience     

NICE TO HAVE (Preferred Qualifications)

• Strongly Preferred:
  • Previous Medtronic experience
  • Prior support roles with exposure to service support environments (ServiceNow, Zendesk, Jira, Remedy etc.)
  • Mobile device support experience
    • Device OS
    • Network: Cellular/Bluetooth/WiFi
    • Application deployments and support
    • Peripheral mobile application services: Office/Printing/File transfer
  • Excellent knowledge of Windows OS.
    • Installation, configuration, support & tools
  • Working knowledge of Windows Server Services, Installation, configuration, support & tools including
  • Windows Server and client services
  • Certificates
  • Active Directory
  • Group policy
  • File & Folder services
  • Network
    • TCP/IP
    • DNS
    • DHCP Services
  • Some scripting experience (PowerShell, Python, advanced Dos etc.)
  • Some knowledge of common file structures (xml, Json etc.)
  • Awareness of one or more common frameworks around either ITIL, Agile or Project management
• Experience of working in a multinational enterprise environment.
• Experience working within digital healthcare IT systems
• Knowledge of open healthcare protocols: HL7, DICOM, PACS, FIHR
• Knowledge of Microsoft SQL Server and other DB solutions
• Linux OS knowledge
• AWS knowledge
• Experience providing phone support to sales representatives, health care provider staff, and patients
• Customer Service:  Client-oriented telephone and email/chat abilities which grant the ability to respond quickly, competently, and patiently to client requests
• ITIL Foundation Certification

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. 

The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role.

Benefits & Compensation
 

Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create.  We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
 

Salary ranges for U.S (excl. PR) locations (USD):$63,200.00 - $94,800.00

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

The base salary range is applicable across the United States, excluding Puerto Rico and specific locations in California. The offered rate complies with federal and local regulations and may vary based on factors such as experience, certification/education, market conditions, and location. Compensation and benefits information pertains solely to candidates hired within the United States (local market compensation and benefits will apply for others).

The following benefits and additional compensation are available to those regular employees who work 20+ hours per week: Health, Dental and vision insurance, Health Savings Account, Healthcare Flexible Spending Account, Life insurance, Long-term disability leave, Dependent daycare spending account, Tuition assistance/reimbursement, and Simple Steps (global well-being program).

 

The following benefits and additional compensation are available to all regular employees: Incentive plans, 401(k) plan plus employer contribution and match, Short-term disability, Paid time off, Paid holidays, Employee Stock Purchase Plan, Employee Assistance Program, Non-qualified Retirement Plan Supplement (subject to IRS earning minimums), and Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums).

 

Regular employees are those who are not temporary, such as interns.  Temporary employees are eligible for paid sick time, as required under applicable state law, and the Employee Stock Purchase Plan. Please note some of the above benefits may not apply to workers in Puerto Rico.

 

Further details are available at the link below:

Medtronic benefits and compensation plans

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. 
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity here.

It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.