Onsite IT Support Analyst – Field Services Specialist

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

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.