IT Support Analyst

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

Job summary

MKS Instruments, Inc. is seeking an IT Support Analyst in Methuen, MA to partner with IT infrastructure teams and support our global end user base. You will troubleshoot, document, and resolve issues across end-user devices and enterprise apps, and train users on IT processes.

This onsite role requires strong customer service and the ability to handle multiple tasks with SLAs. The role involves Windows 10/11, Office 365, Intune, Azure, Autopilot, and ServiceNow experience, with up to 10% travel

Qualifications

• 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.

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 infrastructure and project management.

Skills

Customer service

Verbal communication

Written communication

Education

Associate’s degree in computer science information systems or related field

Tools

Windows 10

Windows 11

Office 365

Autopilot provisioning

Intune

Azure

Company Portal

Software Center

ServiceNow

Dell hardware

Active Directory

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 candidate 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 is an affirmative action and equal opportunity employer: diverse candidates are encouraged to apply.

MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities.

MKS conducts background checks and drug screens, in accordance with applicable law and company policies.

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.

At MKS, it's all about courage, big ideas, and a serious passion for innovation. Winning here is about exploring possibilities, taking action, and solving our customers’ toughest challenges. It's not just a job – it's what you make of it. While you shape your role and make it unique, we invest in you with on-the-job and formal training, as well as educational assistance. Curiosity is key at MKS - ask questions, own your path. Our success comes from celebrating the unique skills, diverse perspectives, and lived experience of employees from over 100 countries. The goal is to make sure that everyone feels that they belong. Diversity isn't just a nice-to-have; making sure everyone feels included is a big deal for us. Our group of ~10,000 employees serves semiconductor manufacturing, electronics and packaging, and specialty industrial markets. With over 3,800 patents, our products are enabling advancements in 5G, renewable energy & storage, artificial intelligence, cloud technology, and big data. We're the behind-the-scenes support for some amazing technology. MKS Inc., enables technologies that transform our world. MKS Inc, Product Overview