The purpose of this position is to provide professional IT support to all customers, internal and external, within the assigned geographic region. Support for all MKS approved applications will be provided while adhering to established SLA’s. Position will be a business owner and champion for the global Help Desk application. Work with the global Field Services, Applications and Infrastructure Teams to identify, analyze, and resolve IT issues in a timely fashion. Participation in projects as directed by the IT Field Services Manager is required. Independent and Team driven identification and implementation of IT and business process enhancements is expected.
IT vendor management is a critical aspect of this position. Vendors may be local, regional, or global. Participation in vendor governance activities is required. Cost control activities including the creation of purchase requisitions is a requirement of the position.
You are responsible for:
- Respond to all customer requests for assistance in a professional manner
- Champion the global Help Desk application and ensure all activities, including phone calls, are well documented
- Troubleshoot, diagnose and thoroughly document reported problems
- Respond to customer requests and provide timely status updates within established SLA’s
- Make adjustments, repairs and and/or perform preventative maintenance on computers, telephones, printers, mobile devices and other IT related equipment
- Identify, troubleshoot and repair software and hardware errors and/or problems
- Ensure local area network, wireless and VPN access and troubleshoot network connectivity issues
- Manage local and regional IT asset inventory, ensure compliance with MKS standards
- Conduct local and regional new employee IT on boarding activities
- Train customers on the use of new and existing applications
- Provide office and workstation setup and relocation support
- Travel as needed to support all sites in the assigned geographic area
- Perform other related duties that may be assigned or associated with the responsibility of the position
To succeed in this role, you should have the following skills and experience:
- Associate’s degree in computer science, Information Systems or related field
- 4 years of experience in IT technical support, additional experience in lieu of degree requirement
- IT technical certifications a plus
- Good communication skills, both orally and in writing
- Focused on providing excellent customer service
- A proven track record of accomplishments and strong interpersonal skills are required
