Global IT Support Analyst — End-User & Infrastructure Expert

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

Benefits offered by this job

Health insurance

401(k) match

Life and disability insurance

12 paid holidays

Sick time

15 paid vacation days

Parental leave (6 weeks)

Tuition reimbursement

Job summary

MKS is seeking an IT Support Analyst for an onsite role at our Methuen, MA location. You will partner with IT infrastructure teams to support the global end user base and report to the Senior IT Manager of Field Services Americas.

You will respond to requests, troubleshoot issues across devices, train users, and manage local asset inventory while acting as Smart Hands for IT tasks. 10% travel may be required.

Qualifications

• Associate degree in computer science information systems or related field.
• 4+ years of onsite IT end user support; related certifications are a plus.
• Excellent customer service and communication skills both verbally and in writing.
• Experience supporting computers, mobile devices, printers, and peripherals.
• 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 in a positive, professional manner within SLAs.
• Troubleshoot, diagnose, document, and resolve all reported support requests and problems across devices.
• Train customers on various IT related processes and procedures.
• Manage and maintain local asset inventory.
• Act as “Smart Hands” for all IT support tasks for infrastructure and projects.
• Travel up to 10% between local and regional buildings for support as needed.

Skills

Assoc degree in CS/IS

Onsite IT experience

Customer service

End-user devices

Windows & Office

Intune/Autopilot/Azure

Ticketing systems (ServiceNow)

Education

Associate degree in CS/IS or related field

Tools

Active Directory

ServiceNow

Job description

MKS is seeking an IT Support Analyst for an onsite role at our Methuen, MA location. You will partner with IT infrastructure teams to support the global end user base and report to the Senior IT Manager of Field Services Americas.

You will respond to requests, troubleshoot issues across devices, train users, and manage local asset inventory while acting as Smart Hands for IT tasks. 10% travel may be required.