IT Network Technician

Diodes Inc•South Portland, ME

3d•Onsite

About The Position

Diodes Incorporated (Diodes) is seeking a detail-oriented, motivated IT Technician to be part of our dedicated and talented team. In this role you will be the first point of contact for employees experiencing technical issues in a high-tech manufacturing environment. The ideal candidate is an excellent problem-solver with strong communication skills and a passion for providing outstanding customer service. This position is located in South Portland, Maine and reports to the US Infrastructure Manager. Principle Duties and Responsibilities: Continually monitoring service tickets and ensuring they are worked on in a timely manner. Maintain records of user interactions, problems and solutions; document new processes and new fixes and share with the team to improve future support efforts. Maintain and repair current desktop and laptop hardware, software, and accessories. This includes installing and configuring new equipment and managing inventory. Set up new employee workstations, install operating systems, software, printers, and other peripherals. Teach users how to use new systems and software effectively. Work with vendors who support commercial copiers and plotter printers and replace desktop Inkjet and laser printers and Zebra label printers as required. Use NetAlly to test LAN drops, determine the correct subnet, and other 1st level network support issues. Escalate any unresolved issues to team and Infrastructure Manager Work will also be conducted within cleanroom environment which requires adherence to strict contamination control protocols essential for our semiconductor operations. This requires deep attention to detail to Diodes’ Standard Operating Procedures (SOPs), gowning protocols, safety regulations, etc. Follow all 5S procedures inside the cleanroom and in the office area. Assist with IT during office moves and set up and provide meeting assistance and conference room support when needed. May be required to work holidays and extra hours depending on support requirements and coverage needed. Assist with special projects and other duties as assigned.

Requirements

Proven experience as an IT Technician, Help Desk Technician or relevant position is a plus.
Practical/working knowledge of various back-up and imaging utilities, eg: Acronis, Clonezilla, etc.
Strong hardware knowledge of Dell, Lenovo, and black-box Desktops and Laptops; HDD/SSD replacement, RAM upgrades, and more.
Understanding of Windows installation and upgrade processes from all Windows versions: 3.X, XP, Vista, 7, 10, and 11.
Strong technical knowledge of software, operating systems (Windows, macOS), Microsoft software support, web browser support, SharePoint, Windows Client software
Must understand technical manuals, procedural documentation, and OEM guides and have extensive equipment support experience
The ability to diagnose problems and identify root causes in a fast-paced manufacturing environment.
Ability to multitask, prioritize requests, work under pressure, and manage time effectively in a fast-paced environment.
Excellent verbal and written communication skills to explain technical issues to both technical and non-technical staff. Must have a positive attitude and friendly, approachable disposition, even when under pressure.
An associate or bachelor’s degree in computer science or a related field is preferred.
Must have CompTIA A+ and/or Cisco (CCNA) certifications
The role requires physical work, such as lifting equipment, and working in tight spaces.

Responsibilities

Continually monitoring service tickets and ensuring they are worked on in a timely manner.
Maintain records of user interactions, problems and solutions; document new processes and new fixes and share with the team to improve future support efforts.
Maintain and repair current desktop and laptop hardware, software, and accessories. This includes installing and configuring new equipment and managing inventory.
Set up new employee workstations, install operating systems, software, printers, and other peripherals. Teach users how to use new systems and software effectively.
Work with vendors who support commercial copiers and plotter printers and replace desktop Inkjet and laser printers and Zebra label printers as required.
Use NetAlly to test LAN drops, determine the correct subnet, and other 1st level network support issues.
Escalate any unresolved issues to team and Infrastructure Manager
Work will also be conducted within cleanroom environment which requires adherence to strict contamination control protocols essential for our semiconductor operations. This requires deep attention to detail to Diodes’ Standard Operating Procedures (SOPs), gowning protocols, safety regulations, etc.
Follow all 5S procedures inside the cleanroom and in the office area.
Assist with IT during office moves and set up and provide meeting assistance and conference room support when needed.
May be required to work holidays and extra hours depending on support requirements and coverage needed.
Assist with special projects and other duties as assigned.