IT Client Services - Support Technician

Skills/Qualifications

• Help Desk calls from company user base
• Create the initial record of the request
• Resolve all Level One end-user problems
• Evaluate and solve end-user workstation problems
• Support and train end-users in a wide range of software applications
• Read, understand, and apply complex technical information
• Contact third-party vendors for warranty service repair
• Maintain punctual and predictable attendance
• Work with minimal supervision
• Work closely to learn and share technical skills with other team members
• Master new computer technology
• Maintain cooperative working relationships
• Show sensitivity to, and respect for, a diverse population
• Dedicated Customer Service skills
• Active and supporting team member with eager, can-do attitude
• Strong knowledge of current desktop and laptop operating systems and hardware
• Able to install and troubleshoot Microsoft Office and other desktop applications
• Skilled network and printing troubleshooting and problem resolution
• Ability to quickly learn and adapt to new technologies and processes
• Familiar with Terminal Services, Bomgar, VPN, Remote Desktop and other remote access applications
• Excel in an environment where exceeding customer expectation is the key objective
• Strong reading, documentation and basic math skills are required

Responsibilities

• Shares responsibilities with other team members in the following roles:
• Helpdesk Call Center
• 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.
• Desktop Support
• 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.
• Captures 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.
• Account Administration
• Active Directory user account maintenance
• Manage VOIP
• AirWatch iPhone/Android activations
• WebEx Meeting Suite

SPECIAL REQUIREMENTS

• Candidates 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, ManageEngine Suite Basic

Basic Qualifications

• 2 - 3 years of related experience
• MS or Cisco Certification is plus
• Basic knowledge of current desktop and laptop operating systems and hardware
• Able to install Microsoft Office and other desktop applications
• 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

Supervision

• 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

Compensation and Benefits

• TTM offers a variety of health and well-being benefit programs.
• Benefit options include medical, dental, vision, 401K, Flexible Spending Account, Health Savings Account, accident benefits, life insurance, disability benefits, paid vacation & holidays.
• Benefits are available 1st of the month following date of hire.
• Compensation for roles at TTM Technologies varies depending on a wide array of factors including but not limited to the specific office location, role, skill set and level of experience.
• As required by local law, TTM provides a reasonable range of compensation for roles that may be hired in New York, California and Colorado.
• For California-based roles, compensation ranges are based upon specific physical locations.

Export Statement

• 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.