Desktop Systems Specialist 2

Onto Innovation•Wilmington, MA

1d•Hybrid

About The Position

Onto Innovation is a leader in process control, combining global scale with an expanded portfolio of leading-edge technologies that include: 3D metrology spanning the chip from nanometer-scale transistors to micron-level die-interconnects; macro defect inspection of wafers and packages; metal interconnect composition; factory analytics; and lithography for advanced semiconductor packaging. Our breadth of offerings across the entire semiconductor value chain helps our customers solve their most difficult yield, device performance, quality, and reliability issues. Onto Innovation strives to optimize customers’ critical path of progress by making them smarter, faster and more efficient.

Requirements

College diploma or university degree in Computer Science, Information Technology, or equivalent experience.
Strong knowledge of PC hardware architecture, systems troubleshooting, and modern operating systems (Windows 10/11, macOS optional).
Hands‑on experience with endpoint management tools (Intune, MECM/SCCM, Jamf, or similar).
Skilled in Office 365 administration and troubleshooting (Teams, OneDrive, Outlook, MFA, identity/AD/Azure AD).
Basic understanding of networking fundamentals (LAN/WAN, TCP/IP, DNS, DHCP, VPN).
Strong analytical and problem‑solving skills with attention to detail.
Excellent interpersonal, communication, and customer‑service skills.
Strong customer‑service orientation with ability to support users of varying technical levels.
Ability to prioritize and manage multiple tasks in a fast‑paced environment.
Collaborative mindset with proven experience working cross‑functionally.
Self‑motivated, proactive, and able to work with minimal supervision.

Nice To Haves

Create, maintain, and optimize device configuration profiles, security baselines, compliance policies, and automated deployments.
Package and update applications using modern software‑distribution tools.
Experience supporting Microsoft Teams Rooms or conference‑room AV systems.
Experience with automation/scripting (PowerShell, Bash, or Python).
Familiarity with Zero Trust, conditional access, and modern security posture tools.
Experience in large, distributed or global enterprise environments.

Responsibilities

Serve as a primary escalation point for Level 2/3 desktop support, delivering in‑person, remote, and hybrid support to global end‑users.
Diagnose, troubleshoot, and resolve advanced workstation, application, network, and peripheral issues across Windows and modern endpoint environments.
Support collaboration technologies including Microsoft Teams Rooms, Zoom Rooms, MFDs, and conferencing AV hardware.
Provide prompt response to incidents and requests via phone, email, ticketing system, and chat.
Deploy, configure, and manage devices using enterprise endpoint-management platforms (e.g., Intune, Autopilot, SCCM/MECM, MDM/MAM).
Create, maintain, and optimize device configuration profiles, security baselines, compliance policies, and automated deployments.
Package and update applications using modern software‑distribution tools.
Perform installation, configuration, testing, and maintenance of PCs, laptops, mobile devices, docking stations, and peripherals.
Handle break/fix diagnostics and repairs; coordinate vendor warranty services.
Maintain accurate inventory of assets, replacements, refresh cycles, and hardware disposition (consistent with internal expectations for inventory management).
Identify, recommend, and implement workstation upgrades (memory, SSD, NIC, peripherals).
Monitor and benchmark device performance; analyze trends and proactively address degradation or recurring issues.
Maintain operating system images, drivers, and firmware levels aligned with security and compliance standards.
Support endpoint security tools including anti‑malware, EDR/XDR agents, BitLocker encryption, MFA, conditional access, secure configuration baselines, and identity lifecycle workflows.
Ensure compliance with corporate IT security and privacy policies.
Assist with incident response, investigation, and remediation activities when applicable.
Work closely with Network, Systems, Security, and Applications teams to troubleshoot cross‑functional issues.
Support server rooms, on‑site network equipment, and conferencing infrastructure when needed.
Participate in IT projects, rollouts, office expansions, mergers, and technology refresh initiatives.
Create and maintain user‑friendly documentation, SOPs, and knowledgebase articles.
Provide reporting on ticket metrics, asset lifecycle, performance issues, and improvement opportunities.
Accurately document hardware failures, repairs, installations, and inventory transactions.