IS Support Tech 2

Silfex, Inc. - A Division of Lam Research Corporation; Eaton (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

Silfex, Inc., a Lam Research Company, is seeking a Service Desk Technician to provide day-to-day IT support for office and manufacturing environments. You will configure, install, and upgrade computers, manage the ticketing system, and keep an inventory of hardware and software.

The role requires strong problem-solving, effective communication, and the ability to train staff on IT processes. Candidates should have an Associate’s degree in information systems or equivalent experience, and

Qualifications

• An information system related Associate’s degree from a two-year college or university; or 1 or more years related experience and/or training; or equivalent combination of education and experience.
• Strong written and verbal communications skills.
• Positive attitude and helpful disposition when interacting with coworkers and internal clients.
• Ability to respond quickly and calmly to common inquiries or complaints from end users and/or customers.
• Proficiency in computer applications to include Windows 7–10, Active Directory, Print Management, Microsoft Office Suite, O365 E-mail, Skype, Cisco phones, and Access & SQL database software.
• Proficient in creating user accounts, software installation, and network troubleshooting. CompTIA A+ or equivalent certification preferred.

Responsibilities

• Diagnose/ Triage/ Resolve software and hardware problems.
• Train staff in IT processes and in using company devices.
• Assist staff with IT related problems when called upon.
• Track, prioritize and document requests using an IT support request system.
• Install and configure new computers and other IT equipment.
• Repair and upgrade different types of computers (software and hardware).
• Keep track of IT supplies and equipment e.g. PCs, monitors, cables and adapters.
• Provide input on process improvement and documentation.

Skills

Communication skills

Customer service mindset

Education

Associate's degree in Information Systems

Tools

Windows

Active Directory

Print Management

Microsoft Office

O365 E-mail

Skype

Cisco phones

Access

SQL database

Job description

Our Perks And Benefits

At Silfex, our people make amazing things possible. That’s why we invest in you throughout the phases of your life with a comprehensive set of outstanding benefits that start on your first day of employment.

Discover more at Lam Benefits

From smartphones to solar panels, innovative technology is needed to create the devices we use every day. Silfex’s silicon components help make that technology a reality.

Silfex Inc., A Lam Research Company is the leading provider of precision silicon components used to make and operate semiconductor tools, which enable the trillion-dollar global electronics industry. Our company’s products are integral to the semiconductor equipment and optical markets. The outstanding team at Silfex makes that possible – through our people, we are advancing the world.

The impact we have on the world is made possible by focusing on our people. So we recognize and celebrate our teams’ achievements. We strive to create an inclusive and diverse culture where everyone’s contribution and voice has value. We evaluate and evolve our offerings, so our people receive the support and empowerment to do meaningful things for their lives, careers, and communities.

Job Description

Essential Function:

Help transform the way people work and live by providing Service Desk support to our team members. Helpful, friendly customer service is key to success in this hands‑on role. Configure, install and upgrade computers and internal systems. Maintain Service Desk ticketing system(sysAID), assign tickets, and prioritize user requests. Maintain an inventory of all equipment, hardware, software and supplies. Troubleshoot, maintain, and monitor computing devices, printers, phones, copiers and scanners. Provide end user support in office and manufacturing environments.

Essential Duties and Responsibilities:

• Diagnose/ Triage/ Resolve software and hardware problems.
• Train staff in IT processes and in using company devices.
• Assist staff with IT related problems when called upon.
• Track, prioritize and document requests using an IT support request system.
• Install and configure new computers and other IT equipment.
• Repair and upgrade different types of computers (software and hardware).
• Keep track of IT supplies and equipment e.g. PCs, monitors, cables and adapters.
• Provide input on process improvement and documentation
• Provides support to end users in the selection, procurement (after approval by the IT Manager), usage, and maintenanceof software programs and hardware.
• Develop and maintain a working knowledge of the Silfex Quality Management System and properly apply Quality andOperating Procedures as appropriate.
• Provide coverage during on call hours in a BOYD environment
• Carry out special projects and all other additional duties as assigned.

Culture

• Display a positive attitude and strong work ethic that reflects the Mission and Core Values of Silfex.
• Create and maintain a culture where workplace safety is part of everything we do. Provide the safest possible workplace to our employees by modeling and following all company safety policies, reporting any incidents or unsafe conditions immediately to Silfex management. Wear all PPE as required by work area or job function.
• Communication – Begin with the end in mind – Communicate boldly as well as effectively with empathy and respect to inspire teamwork and collaboration vertically and horizontally within Silfex.
• Assist in applying lean manufacturing concepts and 5S. Demonstrate ownership of continuous improvement ideas and activities. Maintain organization and cleanliness, housekeeping and 5S within work area. Maintain these areas at the highest degree possible while responsibly escalating any maintenance issues.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• An information system related Associate’s degree from a two-year college or university; or 1 or more years related experience and/or training; or equivalent combination of education and experience.
• Strong written and verbal communications skills.
• Positive attitude and helpful disposition when interacting with coworkers and internal clients.
• Ability to respond quickly and calmly to common inquiries or complaints from end users and/or customers.
• Proficiency in computer applications to include Windows7– 10, Active Directory, Print Management, Microsoft Office Suite, O365 E-mail, Skype, Cisco phones, and Access & SQL database software.
• Proficient in creating user accounts, software installation, and network troubleshooting. CompTIA A+ or equivalent certificationpreferred.
• Ability to write instructions for internal publication that conform to prescribed style and format.
• Ability to effectively present information to employees, and/or management.
• Ability to train individuals and small groups on hardware and software applications.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Must be able to work effectively individually and in a team environment.
• Must be able to pay close attention to details.
• Must be able to conform to PPE requirements to include steel toe shoes, high visibility vest, face mask, safety glasses and face shield when on site.

Physical Demands

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to stand and use hands to finger, handle, or feel. The employee is frequently required to reach with hands and arms. The employee is occasionally required to walk; sit; climb or balance; stoop, kneel, crouch, or crawl and; talk or hear.

The employee is occasionally required to lift up to 50 pounds. The employee regularly is required to lift up to 15 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

While performing the duties of this job the employee is frequently exposed to work near moving mechanical parts and fumes or airborne particles. The employee is occasionally exposed to wet and/or humid conditions. The noise level in the environment is moderate.

Our Commitment

We believe it is important for every person to feel valued, included, and empowered to achieve their full potential. By bringing unique individuals and viewpoints together, we achieve extraordinary results.

Silfex Inc., A Lam Research Company ("Silfex" or the "Company"), is an equal opportunity employer. Silfex is committed to and reaffirms support of equal opportunity in employment and non-discrimination in employment policies, practices and procedures on the basis of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth and related medical conditions), gender, gender identity, gender expression, age, sexual orientation, or military and veteran status or any other category protected by applicable federal, state, or local laws. It is the Company's intention to comply with all applicable laws and regulations. Company policy prohibits unlawful discrimination against applicants or employees.