Onsite IT Support Analyst – End-User & Asset Mgmt

MKS Instruments; Andover (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 (6 weeks)

Job summary

MKS Instruments is seeking an experienced 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 will troubleshoot, configure and train users on IT processes across Windows/O365 environments.

The role requires strong customer service skills, on-site support experience, and the ability to travel up to 10% for local/regional coverage.

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 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

Onsite IT support

Customer service

Windows 10/11

Office 365

Autopilot provisioning

Intune

Azure

Company Portal

Software Center

ServiceNow

Education

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

Tools

Autopilot provisioning

Intune

Azure

Company Portal

Software Center

ServiceNow

Job description

MKS Instruments is seeking an experienced 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 will troubleshoot, configure and train users on IT processes across Windows/O365 environments.

The role requires strong customer service skills, on-site support experience, and the ability to travel up to 10% for local/regional coverage.