Salary
💰 $59,000 - $74,000 per year
Job Level
Junior
Tech Stack
AzureCloudITSM
About the role
- Process and prioritize incoming service requests and troubleshoot network connectivity, cloud services and applications, printing, scanning, phone, and endpoint equipment via the Halo ITSM system
- Assist in deployment, maintenance, and support of end point operating systems: hardware, applications, and software
- Log all service request communications and resolutions thoroughly in the ITSM system
- Collaborate with Inventory and procurement team on repairs, replacements, and upgrades
- Ensure endpoint devices are updated and in compliance
- Assist users with software / security related enquiries
- Monitor and maintain all audio and visual IT equipment, printers, scanners, and endpoints
- Assist with the configuration, deployment, and troubleshooting of company approved software
- Assist with on-boarding and training of new hires on IT resource use and security policies
- Partner with Team Lead to review and escalate tickets as required to next level support
- Assist and develop the IT knowledge base by documenting new technology and checking for accuracy on existing technology
- Participate in technology team meetings and provide content on continuous improvement
- Hours: 10:00a.m. - 7:00p.m. Monday - Friday
- Location: On-site in Newton, New Jersey; may be required to undertake duties at other Thorlabs locations
- Physical Activities: Occasionally stoop, kneel, crouch, climb or crawl; frequently lift/move up to 10 pounds; occasionally lift/move up to 50 pounds
Requirements
- U.S. Person
- Ability to work on ITAR-related projects
- 1-3 years of experience in a similar role preferred
- Associate degree in Computer/IT fields or equivalent experience
- Industry certifications are a Plus
- Excellent customer service and stake holder management skills
- Experience with ITSM system management and escalation
- Experience with reporting and analysis of incidents, problems, and requests
- Experience with Networking, Audio/Visual IT equipment, printing, scanning, and Active Directory, Azure AD, including file and group permissions
- Ability to research and recommend solutions outside one’s typical skill set
- Ability to prioritize tasks and act independently within the scope of normal duties and responsibilities
- Ability to support remote users, office, or travel to remotes site as business needs dictate
- Excellent written, communication, documentation skills
- Availability to support night/weekend coverage based on the needs of the business