IT Client Services - Support Technician

TTM•Logan, UT

4d•Onsite

About The Position

TTM Technologies, Inc. is a leading global manufacturer of technology products, including mission systems, radio frequency (“RF”) components, RF microwave/microelectronic assemblies, and technologically advanced printed circuit boards (“PCB”s). TTM stands for time-to-market, representing how TTM's time-critical, one-stop design, engineering and manufacturing services enable customers to reduce the time required to develop new products and bring them to market. The Client Services Support Technician is responsible for addressing help desk calls from the company user base, creating the initial record of the request, resolving all Level One end-user problems, identifying, evaluating and solving end-user workstation problems, and supporting and training end-users in a wide range of software applications. As needed, the technician must be able to read, understand and apply complex technical information, and contact third-party vendors for warranty service repair. The role requires punctual and predictable attendance, assisting the site with after-hours support needs, and being a member of the on-call after-hours rotation. The position demands the ability to work with minimal supervision, work closely to learn and share technical skills with other team members, maintain cooperative working relationships, and demonstrate sensitivity to, and respect for, a diverse population. Strong knowledge of current desktop and laptop operating systems and hardware, the ability to install and troubleshoot Microsoft Office and other desktop applications, and skilled network and printing troubleshooting and problem resolution are essential. The technician must be able to quickly learn and adapt to new technologies and processes, be familiar with Terminal Services, Bomgar, VPN, Remote Desktop and other remote access applications, and excel in an environment where exceeding customer expectation is the key objective. Strong reading, documentation, and basic math skills are required.

Requirements

2 - 3 years of related experience
Basic knowledge of current desktop and laptop operating systems and hardware
Can install Microsoft Office and other desktop applications
Able to follow established troubleshooting and other process documentation
Good communications skills.
Can relay technical information in a manner the customer will understand
Strong reading, documentation and basic math skills are required
Ability to work with minimal supervision, while communicating with Site IT Administrator and other team members to learn and share technical skills
Ability to work with site management and direct manager to identify site impacting issues
Must be able to sit for prolonged periods in front of a computer.
Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing or walking.
Familiar with the following applications: Microsoft Office Suites (2003 to Current version), VOiP, Oracle, Java, Windows OS, Terminal Services, FTP, Telnet, DOS, Remote Access tools, Endpoint Security, VPN, ManageEngine Suite
Must comply with TTM Export Control Policies and Procedures and all applicable laws including ITAR, EAR and OFAC including but not limited to: a) being able to identify ITAR product on the manufacturing floor and understand that access to these products and related technical data is restricted to only US Citizens and US Permanent Residents; b) recognition of Foreign Person visitors by badge differentiation; c) understand and follow authorization procedures for bringing foreign visitors into facilities (VAL); d) understand the Export and ITAR requirements for shipments leaving the US; e) manage vendor approvals for ITAR manufacturing and services.

Nice To Haves

MS or Cisco Certification is plus

Responsibilities

Provide technical software, hardware and network problem resolution in a call center environment.
Perform question/problem diagnosis and guiding users through step-by-step solutions.
Identifies, diagnoses, and resolves Level One problems for user’s computer software and hardware, network, and internet connection problems.
Clearly communicate technical solutions to end-users in a user friendly, professional manner.
Provide one-on-one end-user training as needed.
Escalate more complex end-user problems to the appropriate team members.
Provides one-on-one end-user problem resolution over the phone for company approved Computer (PC) software.
Assists in creating materials for end-user frequently asked questions (FAQs).
Conduct hardware and software inventory database maintenance, reporting, and perform related work as required.
Orders, delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals.
Diagnose and resolve end-user network or local printer problems, PC hardware problems, e-mail, Internet, and network access problems.
Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
Performs desktop hardware repair for PC equipment and peripherals not covered by third-party vendor maintenance agreements.
Helps install local area network cabling systems and equipment such as network interface cards, servers and switches.
Active Directory user account maintenance.
Manage VOIP.
Assist users with AirWatch iPhone/Android activations.
WebEx Meeting Suite.