IT Support Analyst

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

Benefits offered by this job

Health insurance

401(k) with company match

12 paid holidays

15 paid vacation days

Parental leave

Job summary

MKS Instruments is seeking an IT Support Analyst for an on-site role in Methuen, MA. You will partner with IT infrastructure teams to support a global end user base, reporting to the Senior IT Manager of Field Services Americas.

You will troubleshoot, document, and resolve IT issues across devices, train users, manage assets, and act as Smart Hands for IT tasks. Travel up to 10% may be required. Applicants must be eligible to work in the United States without visa sponsorship.

Qualifications

• Associate's 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 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

• Respond to and coordinate requests for assistance within service level agreements.
• Troubleshoot, diagnose, document, and resolve all reported IT support requests and problems.
• Train customers on IT processes and procedures.
• Manage and maintain local asset inventory.
• Act as "Smart Hands" for IT support tasks for infrastructure and project management.
• Travel up to 10% between local and regional buildings for support purposes.

Skills

End user support

Customer service

Windows 10/11

Office 365

Intune / Autopilot

ServiceNow

Education

Associate's degree in CS/IS

Tools

Autopilot provisioning

Intune

Azure

Company Portal

Software Center

ServiceNow

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].

If applying for a specific job, please include the requisition number (ex: RXXXX), the title and location of the role