IT Support Analyst

MKS Instruments • Methuen, MA

6d • Onsite

About The Position

As an IT Support Analyst at MKS, you will partner with various IT infrastructure teams to support our global end user base. In this role, you will report to the Senior IT Manager of Field Services Americas. You Will Make an Impact By: Responding to and coordinating requests for assistance in a positive, professional manner within service level agreements. Troubleshoot, diagnose, document, and resolve all reported support requests and problems across a multitude of end user and infrastructure devices. Train customers on various IT related processes and procedures. Manage and maintain local asset inventory. Act as “Smart Hands” for all IT support related tasks for both infrastructure and project management. Travel Requirements: Up to 10% of Travel is required between local and regional buildings for support purposes as needed.

Requirements

• Associate’s degree in computer science information systems or related field.
• 4+ years of experience in onsite IT end user support.
• Additional experience in lieu of degree requirement.
• Excellent customer service and communication skills both verbally and in writing.
• Experience supporting computers, mobile devices, printers, and their connected peripherals.
• Experience supporting Windows 10, Windows 11, and Office 365 in an enterprise environment.
• Experience with Autopilot provisioning, Intune, Azure, Company Portal, and Software Center.
• Experience managing tickets and service level agreements using ServiceNow or similar ticketing systems.

Nice To Haves

• Related IT Certifications are a plus.
• Experience supporting Dell computer hardware and their support processes in an enterprise environment.
• Experience working within Active Directory (User account management, Group Policy).
• Experience with replacing/repairing rack mounted hardware (switches, servers, etc).
• Experience supporting MacOS and/or Linux.
• Experience working in a production or warehouse environment.

Responsibilities

• Responding to and coordinating requests for assistance in a positive, professional manner within service level agreements.
• Troubleshoot, diagnose, document, and resolve all reported support requests and problems across a multitude of end user and infrastructure devices.
• Train customers on various IT related processes and procedures.
• Manage and maintain local asset inventory.
• Act as “Smart Hands” for all IT support related tasks for both infrastructure and project management.

Benefits

• health insurance coverage (medical, dental and vision)
• 401(k) with company match
• life and disability insurance
• 12 paid holidays
• sick time
• 15 paid vacation days
• 6 weeks fully paid parental leave
• adoption assistance
• tuition reimbursement
• discretionary annual bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree