IT Client Services - Support Technician

TTM Technologies•Logan, UT

About The Position

The IT Client Services - Support Technician supports company users by resolving first-level desktop, software, hardware, network, and account issues. The role handles help desk requests, documents and diagnoses problems, communicates solutions to end-users, provides training, and escalates issues that require additional expertise. It also provides desktop support, maintains hardware and software inventory records, coordinates equipment repairs, and assists with account administration and site IT support. The technician shares responsibilities with other team members, works with minimal supervision, and communicates with the Site IT Administrator, team members, site management, and the direct manager. The position may involve after-hours support and participation in an on-call rotation. It requires compliance with TTM export control policies and applicable laws, including ITAR, EAR, and OFAC requirements.

Requirements

2–3 years of related experience.
Basic knowledge of current desktop and laptop operating systems and hardware.
Ability to install and troubleshoot Microsoft Office and other desktop applications.
Ability to follow established troubleshooting and other process documentation.
Good communication skills and ability to explain technical information in a way customers understand.
Strong reading, documentation, and basic math skills.
Ability to work with minimal supervision and maintain cooperative working relationships.
Ability to quickly learn and adapt to new technologies and processes.
Customer service skills and a team-oriented, can-do attitude.
Ability to work with diverse populations with sensitivity and respect.
Familiarity with Terminal Services, Bomgar, VPN, Remote Desktop, and other remote access applications.
Familiarity with Microsoft Office, VOIP, Oracle, Java, Windows OS, Terminal Services, FTP, Telnet, DOS, remote access tools, endpoint security, VPN, and ManageEngine Suite.
Ability to sit for prolonged periods in front of a computer.
Ability to lift equipment weighing up to 50 lbs. unassisted, and to bend, stand, climb, or walk.
Ability to meet export-control requirements for handling restricted products and technical data, recognizing foreign-person visitors, visitor authorization, export shipments, and vendor approvals.

Nice To Haves

MS or Cisco Certification.

Responsibilities

Respond to help desk calls and create initial records of user requests.
Diagnose and resolve Level One end-user software, hardware, workstation, network, internet, email, and local printer problems.
Guide users through step-by-step troubleshooting and communicate solutions clearly and professionally.
Provide one-on-one end-user training and problem resolution, including over the phone for company-approved PC software.
Escalate more complex end-user problems to appropriate team members.
Assist in creating end-user frequently asked questions (FAQs).
Maintain hardware and software inventory databases and prepare related reports.
Order, deliver, tag, set up, and help configure end-user desktop hardware, software, and peripherals.
Coordinate timely repairs of PC equipment covered by third-party vendor maintenance agreements and perform repairs on equipment not covered by those agreements.
Help install local area network cabling and equipment, including network interface cards, servers, and switches.
Maintain Active Directory user accounts and manage VOIP.
Assist users with AirWatch iPhone and Android activations and WebEx Meeting Suite.
Contact third-party vendors for warranty service and repair.
Assist the site with after-hours support and participate in the site's after-hours on-call rotation.
Work with the Site IT Administrator and team members to learn and share technical skills, and work with site management and the direct manager to identify site-impacting issues.
Comply with TTM Export Control Policies and Procedures and applicable export-control laws, including ITAR, EAR, and OFAC requirements.