IT Support Analyst

MKS Instruments; Methuen (MA); Hybrid; USD 60,000 - 100,000; Full time

Benefits offered by this job

Salary Pay Range: $60,000 - $100,000

Discretionary annual bonus

Health insurance (medical, dental and视

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

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 respond to requests within SLAs, troubleshoot, document, and resolve issues across end-user devices and related infrastructure.

You will train customers on IT processes, maintain local asset inventory, act as “Smart Hands” for IT tasks, and travel up to 10% between local and regional buildings in

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 written and verbal communication skills.
• Experience supporting 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 ticketing systems.

Responsibilities

• Train customers on IT processes and procedures.
• Manage and maintain local asset inventory.
• Act as “Smart Hands” for IT support tasks for infrastructure and projects.
• Travel up to 10% between local and regional buildings for support as needed.

Skills

End user support

Customer service

Windows 10/11

Office 365

Intune/Azure

ServiceNow

Device provisioning

Education

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

Tools

ServiceNow

Intune

Azure

Software Center

Job description

Role Overview

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

What You Will Do

You will 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, and travel up to 10% of the time between local and regional buildings for support purposes as needed.

Why It Might Be a Fit

You will be a good fit if you have an Associate’s degree in computer science information systems or related field, 4+ years of experience in onsite IT end user support, and excellent customer service and communication skills both verbally and in writing.

Requirements

• 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 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

Benefits

• Salary Pay Range: $60,000 - $100,000 per year
• Bonus: This position is eligible for a discretionary annual bonus
• 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
• Tuition reimbursement