Onsite IT Support Analyst - End-User & Device Expert

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

Benefits offered by this job

Health insurance

401(k) with company match

Paid holidays

Paid vacation days

Parental leave

Tuition reimbursement

Job summary

This is an onsite IT Support Analyst role at MKS in Methuen, MA, reporting to the Senior IT Manager of Field Services Americas. You will partner with IT infrastructure teams to support our global end user base and maintain SLAs for requests.

Responsibilities include troubleshooting, training users, maintaining asset inventory, and acting as Smart Hands for related tasks. Travel up to 10% is required.

Qualifications

• Associate’s degree in computer science information systems or related field.
• 4+ years of 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.

Responsibilities

• Respond to and coordinate requests for assistance within service level agreements.
• Troubleshoot, diagnose, document, and resolve all reported support requests and problems 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.
• Travel up to 10% between local and regional buildings for support purposes as needed.

Skills

4+ years onsite IT end user support

Excellent customer service

Strong written and verbalCommunication

Windows 10/11 and Office 365 support

Autopilot provisioning, Intune, Azure,

ServiceNow or similar ticketing system

Education

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

Tools

ServiceNow

Autopilot provisioning

Intune

Azure

Company Portal

Software Center

Job description

This is an onsite IT Support Analyst role at MKS in Methuen, MA, reporting to the Senior IT Manager of Field Services Americas. You will partner with IT infrastructure teams to support our global end user base and maintain SLAs for requests.

Responsibilities include troubleshooting, training users, maintaining asset inventory, and acting as Smart Hands for related tasks. Travel up to 10% is required.