Field IT Support Analyst — Onsite End-User Expert

MKS Inc.; Methuen (MA); On-site; USD 60,000 - 100,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Life and disability insurance

12 paid holidays

Sick time

15 paid vacation days

Parental leave

Tuition reimbursement

Job summary

MKS Inc. in Methuen, MA is seeking an IT Support Analyst to partner with IT infrastructure teams and support our global end user base. You will report to the Senior IT Manager of Field Services Americas and help keep operations running smoothly across devices and software.

The role emphasizes hands-on support for Windows 10/11, Office 365, Autopilot provisioning, Intune, Azure, and ServiceNow. You will handle tickets, maintain equipment inventories, and be prepared to work outside regular hours

Qualifications

• Associate’s degree in computer science information systems or related field.
• 4+ years of experience in onsite IT end user support.
• Excellent customer service and communication skills both verbally and in writing.
• Experience supporting Windows 10, Windows 11, and Office 365 in an enterprise environment.
• Experience with Autopilot provisioning, Intune, Azure, Company Portal, and Software Center.
• Experience managing tickets and service level agreements using ServiceNow or similar ticketing systems.

Responsibilities

• Responding to and coordinating requests for assistance within service level agreements.
• Troubleshoot, diagnose, document, and resolve all reported support requests across end user and infrastructure devices.
• Train customers on various IT related processes and procedures.
• Manage and maintain local asset inventory.
• Act as “Smart Hands” for IT support tasks for both infrastructure and project management.
• Travel up to 10% between local and regional buildings as needed.

Skills

Customer service

Communication skills

Windows support

Office 365

Ticketing systems

Education

Associate’s degree in CS/IS or related field

Tools

ServiceNow

Autopilot provisioning

Intune

Azure

Company Portal

Software Center

Job description

MKS Inc. in Methuen, MA is seeking an IT Support Analyst to partner with IT infrastructure teams and support our global end user base. You will report to the Senior IT Manager of Field Services Americas and help keep operations running smoothly across devices and software.

The role emphasizes hands-on support for Windows 10/11, Office 365, Autopilot provisioning, Intune, Azure, and ServiceNow. You will handle tickets, maintain equipment inventories, and be prepared to work outside regular hours