IT Support Analyst

MKS Instruments; Andover (MN); 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

6 weeks parental leave

Adoption assistance

Tuition reimbursement

Job summary

MKS Instruments seeks 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 resolve end-user issues, manage assets, and train users in a fast-paced, onsite environment.

The role requires 4+ years of onsite IT support, strong customer service skills, and proficiency with Windows 10/11, Office 365, Autopilot/Intune/Azure, and ServiceNow. Travel up to 10% may be required.

Qualifications

• Associate’s degree or related field required.
• 4+ years of onsite IT end user support experience; related certifications are a plus.
• Excellent customer service and written/verbal communication skills.
• Experience supporting PCs, mobile devices, printers and peripherals.
• Experience with Windows 10/11 and Office 365 in an enterprise environment.
• Experience with Autopilot provisioning, Intune, Azure, Company Portal and Software Center.
• Experience managing tickets and SLAs using ServiceNow or similar systems.

Responsibilities

• Respond to and coordinate requests within SLA.
• Troubleshoot, diagnose, document and resolve end user and infrastructure issues.
• Train customers on IT processes and procedures.
• Manage and maintain local asset inventory.
• Serve as “Smart Hands” for IT support tasks for infrastructure and projects.
• Travel up to 10% for inter-building support.

Skills

Onsite IT end user support

Customer service

Windows 10/11 & Office 365

Autopilot provisioning / Intune /Azure

ServiceNow ticketing

Education

Associate’s degree in computer science or related field

Tools

ServiceNow

Intune

Azure

Job description

A Day in Your Life at MKS:

As an IT Support Analyst at MKS, you will partner with various IT infrastructure teams to support our global end user base. In this role, you will report to the Senior IT Manager of Field Services Americas.

You Will Make an Impact By:

• Responding to and coordinating requests for assistance in a positive, professional manner within service level agreements.
• Troubleshoot, diagnose, document, and resolve all reported support requests and problems across a multitude of 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 all IT support related tasks for both infrastructure and project management.
• Travel Requirements: Up to 10% of Travel is required between local and regional buildings for support purposes as needed.

Skills You Bring:

• Associate’s degree in computer science information systems or related field.
• 4+ years of experience in onsite IT end user support. Additional experience in lieu of degree requirement. Related IT Certifications are a plus.
• Excellent customer service and communication skills both verbally and in writing.
• Experience supporting computers, mobile devices, printers, and their connected 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.

Preferred Skills:

• Experience supporting Dell computer hardware and their support processes in an enterprise environment.
• Experience working within Active Directory (User account management, Group Policy).
• Experience with replacing/repairing rack mounted hardware (switches, servers, etc).
• Experience supporting MacOS and/or Linux.
• Experience working in a production or warehouse environment.

Physical Demands and Working Conditions:

• Must be able to physically lift/move up to 50 lbs regularly. More as needed with assistance (team lift).
• Must be able to stand, bend, kneel, and reach regularly to allow for hardware removal/installation.
• Ability to use basic hand tools.
• Must be able to be “on-call” and/or perform work outside of normal business hours or on weekends as needed.

This position is an onsite role at our Methuen, MA location. Candidates must be within a commutable driving distance. Relocation benefits are not offered for this position.

Compensation and Benefits:

• Salary Pay Range : $60,000 - $100,000 per year. This range is a good faith estimate of the expected salary range for this position, based on a wide range of factors including qualifications, experience and training, operational and business needs and other considerations permitted by law.At MKS, it is not typical for an individual to be hired at or near the top of the range for the role.

• Bonus : This position is eligible for a discretionary annual bonus, in an amount to be determined by MKS [or as applicable].

• Benefits : MKS offers a comprehensive benefits package, including health insurance coverage (medical, dental and vision), 401(k) with company match, life and disability insurance, 12 paid holidays, sick time, 15 paid vacation days, [6 weeks fully paid] parental leave, adoption assistance and tuition reimbursement [and for participation in any stock programs, signing bonus, etc.

We are interested in a qualified candidates eligible to work in the United States and will not be sponsoring work visas for this position, at this time.

MKS is an equal opportunity employer, including disability, veteran status and all categories protected by law. Please review our EOE statements for additional details. MKS is generally only hiring candidates who reside in states where we are registered to do business.

Globally, our policy is to recruit individuals from wide and diverse backgrounds. However, certain positions require access to controlled goods and technologies subject to the International Traffic in Arms Regulations (ITAR) or Export Administration Regulations (EAR). Applicants for these positions may need to be “U.S. persons.” “U.S. persons” are generally defined as U.S. citizens, noncitizen nationals, lawful permanent residents (or, green card holders), individuals granted asylum, and individuals admitted as refugees.

MKS Inc. and its affiliates and subsidiaries (“MKS”) is an affirmative action and equal opportunity employer: diverse candidates are encouraged to apply. We win as a team and are committed to recruiting and hiring qualified applicants regardless of race, color, national origin, sex (including pregnancy and pregnancy-related conditions), religion, age, ancestry, physical or mental disability or handicap, marital status, membership in the uniformed services, veteran status, sexual orientation, gender identity or expression, genetic information, or any other category protected by applicable law. Hiring decisions are based on merit, qualifications and business needs. We conduct background checks and drug screens, in accordance with applicable law and company policies. MKS is generally only hiring candidates who reside in states where we are registered to do business.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation during the application or interview process due to a disability, please contact us at [e-mail].