IT Infrastructure Engineer

ASML US, including its affiliates and subsidiaries, brings together creative minds in science and technology to develop lithography machines that produce faster, cheaper, more energy-efficient microchips. We design, develop, integrate, market, and service these advanced machines, enabling leading chipmakers to reduce microchip size and increase functionality, resulting in smaller, more powerful consumer electronics. Our headquarters are in Veldhoven, Netherlands, with 18 office locations across the United States, including Chandler, Arizona; San Jose and San Diego, California; Wilton, Connecticut; and Hillsboro, Oregon. You must be work authorized in the United States without the need for employer sponsorship now or in the future.

About the role

The technician supports and maintains organizational computer systems, laptops, desktops, and peripherals. This includes ordering, installing, diagnosing, repairing, maintaining, and upgrading hardware and software to ensure optimal workplace performance. The role involves troubleshooting issues promptly, providing end-user training and assistance, and supporting a 7/24 global support process as a Tier 1/Tier 2 point of contact.

Responsibilities

• Research, diagnose, troubleshoot, and identify solutions to customer issues using strong computer skills.
• Comply with standard procedures for escalating unresolvable issues to appropriate internal teams to maximize customer satisfaction.
• Document knowledge in the form of knowledge base tech notes and articles.
• Provide exceptional customer service and professional communication to deliver prompt and accurate feedback.
• Install, configure, and maintain desktop computers, laptops, peripheral equipment, and software within established standards and guidelines.
• Follow IT standard processes and procedures, including monitoring license compliance.
• Perform remote troubleshooting through diagnostic techniques and relevant questioning.
• Log all customer requests and update calls using the designated call handling and tracking system.
• Provide Helpdesk, Deskside, and Walkup hardware and software support as needed.
• Serve as the first point of contact and owner of problems/incidents for the 7/24 Global Support process.
• Participate in support meetings to improve processes and computing support.
• Perform other duties as assigned.

Requirements

• High School diploma, Bachelor’s degree, or equivalent experience.
• Microsoft/A+ or Networking+ Certification is a plus.
• Proficiency in network communications, MS Office, O365, and Windows.
• Minimum 3 years of experience in a technical support/helpdesk or high-profile customer service environment.
• Experience in imaging, remote access, and phone system support.
• Strong experience with IT-related software and hardware, printers, and Helpdesk software.
• In-depth knowledge of computers and Windows operating systems.
• Experience with computer build-out, setup, imaging, application installs, and configuration.
• Strong customer-centered philosophy.
• Solid understanding of PC-compatible hardware.
• Excellent written and verbal communication skills.
• Ability to diagnose problems with computer hardware and software and apply solutions.
• 6 months of experience as an ASML IT Support Technician.

Skills

• Ability to observe and respond to people and situations while interacting with others in the workplace.
• Capacity to learn and apply new information or skills.
• Proficiency in reading and interpreting data, information, and documents.
• Strong customer focus and commitment to satisfaction through prioritization, quality, efficiency, and professionalism.
• Ability to complete assignments with attention to detail and high accuracy.
• Proven ability to perform effectively in a demanding environment with changing workloads and deadlines.
• Result-driven with demonstrated ownership and accountability.
• Identifies bottlenecks and drives improvements.
• Works independently or as part of a team with minimal supervision.
• Demonstrates open, clear, concise, and professional communication.
• Ability to establish and maintain cooperative working relationships with managers, co-workers, and customers.
• Works according to strict procedures within provided timelines.

Work Environment

• This position is located on-site in Chandler, AZ, requiring in-person attendance for work-related events, trainings, and meetings to foster teamwork and innovation.
• Routinely required to sit, walk, talk, hear, use hands for keyboarding and handling, and perform movements such as stooping, kneeling, crouching, twisting, reaching, and stretching.
• Occasionally required to move around the campus and lift/move up to 20 pounds.
• Specific vision abilities required include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Must be willing to work in a cleanroom environment, wearing coveralls, hoods, booties, safety glasses, and gloves for the entire duration of the shift.
• Potential exposure to strong magnetic fields, high voltage, and currents.