Onsite IT Support Specialist — End-User & Devices

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

Benefits offered by this job

Health insurance

401(k) with company match

Life and disability insurance

12 paid holidays

Sick time

15 paid vacation days

Parental leave (6 weeks)

Job summary

MKS Instruments is seeking 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 be onsite at the Methuen, MA location.

Responsibilities include handling support requests, troubleshooting across devices, documenting issues, training users, and maintaining asset inventory. Travel up to 10% may be required; relocation is not offered.

Qualifications

• Associate's degree in computer science information systems or related field.
• 4+ years of onsite IT end user support experience.
• Excellent customer service and written/verbal communication.
• 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 service level agreements using ServiceNow or similar ticketing systems.
• Experience with Dell hardware and enterprise support processes.
• Experience with Active Directory (User account management, Group Policy).
• Experience replacing/repairing rack mounted hardware (switches, servers, etc).
• Experience supporting MacOS and/or Linux.
• Experience working in a production or warehouse environment.
• Must be able to lift/move up to 50 lbs regularly.
• Must be able to be on-call or work outside normal hours.

Responsibilities

• Respond to and coordinate IT support requests within SLA.
• Troubleshoot, diagnose, document, and resolve end user and infrastructure issues.
• Train customers on IT processes and procedures.
• Manage and maintain local asset inventory.
• Provide "Smart Hands" support for IT tasks and projects.
• Travel up to 10% between local and regional buildings as needed.

Skills

Onsite IT support

Customer service

Active Directory

Rack mounted hardware

MacOS/Linux support

Production/warehouse experience

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 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 be onsite at the Methuen, MA location.

Responsibilities include handling support requests, troubleshooting across devices, documenting issues, training users, and maintaining asset inventory. Travel up to 10% may be required; relocation is not offered.