IT Service Desk Technician

About the role

Join UCT and be part of the fastest-growing sector in the world! We indirectly touch every semiconductor chip that goes into every smartphone, smart car, and device that uses artificial intelligence. This is a critical time for the semiconductor industry and for UCT—as technology evolves, we evolve with it. UCT is a diverse workplace where every talented employee is committed to continuous innovation, challenging the status quo, and exceeding customer expectations. If you are a person with a relentless drive to succeed, a strong focus on quality, and a passion for success—join us today!

The Engineer I, IT User Support provides responsive technical support and IT services to local and global users, ensuring reliable operation of hardware, software, network, and facility access systems. This role troubleshoots technical issues, manages user accounts and endpoint devices, supports network infrastructure, and administers systems such as badge access, CCTV, and timekeeping platforms. By resolving service requests, maintaining accurate documentation, delivering user training, coordinating with vendors, and supporting IT projects, the Engineer I helps maximize system availability, enhance user productivity, and ensure compliance with security, data privacy, and IT service standards.

Responsibilities

• Provide technical support to both local (Hayward, Fremont, and San Jose sites) and global users encountering technical issues with hardware, software, networks, and other IT systems.
• Troubleshoot, diagnose, and resolve technical problems, utilizing various tools and methodologies to identify root causes and implement solutions.
• Install, configure, and maintain computer hardware components such as desktops, laptops, printers, and peripherals.
• Install, configure, and update operating systems, software applications, and drivers as needed.
• Create, modify, and deactivate user accounts across various systems and applications, ensuring security and access control.
• Assist in the setup, configuration, and maintenance of local area networks (LANs), wide area networks (WANs), and other network infrastructure components.
• Manage door access systems, CCTV, and employee clocking systems.
• Assist in tasks and projects assigned by local and corporate teams.
• Maintain accurate documentation of IT systems, procedures, and configurations, and share knowledge with team members and end-users.
• Conduct training sessions and provide user education on IT best practices, tools, and procedures to enhance productivity and security awareness.
• Liaise with IT vendors and service providers to procure hardware, software, and services, and coordinate support and maintenance activities as necessary.
• Stay updated on emerging technologies, trends, and best practices in IT support, and propose and implement improvements to enhance efficiency and effectiveness.
• Manage and prioritize incoming support tickets and service requests, ensuring timely resolution and effective communication with stakeholders.
• Ensure compliance with organizational policies, procedures, and industry standards related to IT security, data privacy, and service delivery.
• Provide excellent customer service by communicating effectively, empathizing with users' concerns, and striving to exceed expectations in resolving issues and meeting needs.
• Perform physical tasks such as walking within the premise and carrying IT equipment as required.

Requirements

• Bachelor’s degree (or equivalent experience) in computer science or a related field.
• 3+ years of experience in IT support or a related role.
• Organized and meticulous with strong coordination and interpersonal skills.
• Ability to work as a good team player and with minimal supervision.
• Experience with Microsoft Office 365, Windows 10, Windows 11, and Server OS.
• Experience in desktop/laptop hardware support.
• Mac support and Apple product experience is a plus.
• Demonstrated ability to support networked printers, photocopiers, scanners, and multifunction devices.
• Barcode printer setup and label design is a plus.
• Knowledge of Active Directory, LANs, data backup, and print servers.
• Basic knowledge of VOIP systems, physical Ethernet cabling, and shared storage (NAS/SAN).
• Basic knowledge of Ethernet networks.
• Customer-oriented with a positive working attitude and pleasant demeanor.
• Ability to work in a cleanroom environment.
• Ability to manage priorities and expectations in a fast-paced environment.
• Strong documentation skills.

Qualifications

• ITIL v4 Foundation certification preferred.
• CompTIA A+ certification preferred.
• Microsoft Fundamentals certification preferred.
• Microsoft MD-102 certification preferred.