IT Client Services

TTM•Logan, UT

1d•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, and resolving all Level One end-user problems. This role involves identifying, evaluating, and solving end-user workstation problems, supporting and training end-users in a wide range of software applications, and as needed, reading, understanding, and applying complex technical information. The technician will also contact third-party vendors for warranty service repair, maintain punctual and predictable attendance, and assist the site with after-hours support needs, including being a member of the on-call after-hours rotation for supporting all sites. The role requires the ability to work with minimal supervision while communicating with site administration and other team members, working closely to learn and share technical skills, and maintaining cooperative working relationships. Dedicated customer service skills and an active, supporting team member with an eager, can-do attitude are essential. The position requires 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. The ability to quickly learn and adapt to new technologies and processes is crucial, along with familiarity with Terminal Services, Bomgar, Citrix, VPN, Remote Desktop, and other remote access applications. The ideal candidate must excel in an environment where exceeding customer expectations is the key objective, and strong reading, documentation, and basic math skills are required.

Requirements

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 management and other team members to learn and share technical skills
Ability to work with site management and direct manager to identify site impacting issues
Two years college level course work or equivalent
4+ years providing end-user phone support for current PC desktop and application software OR 4+ years installing, upgrading, troubleshooting and repairing personal computers in a network environment.
Candidates must be able to sit for prolonged periods of time 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.
Should be familiar with some/all of the following applications : Microsoft Office Suites (2003 to Current version), Microsoft Exchange Management, Microsoft Active Directory, Microsoft Windows Server and Workstation Operating Systems, DELL laptops/desktops, Windows Surface pro/laptops, AirWatch, WebEx, Oracle, Java, Terminal Services, Cisco CUMC, FTP, Telnet, DOS, Remote Access tools, Endpoint Security, Cisco VPN, ManageEngine Suite

Nice To Haves

Microsoft / Cisco Certification not required, but preferred

Responsibilities

Provide technical software, hardware and network problem resolution
Perform question/problem diagnosis and guiding users through step-by-step solutions
Identifies, diagnoses, and resolves problems for users of personal 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 infrastructure team members
Provides one-on-one end-user problem resolution over the phone for company approved Personal Computer (PC) software
Assists in creating materials for end-user frequently asked questions (FAQs)
Conduct hardware and software inventory database maintenance and 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