IT Specialist I

About the role

The IT Specialist I supports the IT services to end user and production needs. This includes managing service requests, deploying and maintaining endpoint devices, collaborating with various IT teams, and assisting with onboarding new hires.

Responsibilities

• Process and prioritize incoming service requests and troubleshoot basic to intermediate service requests including network connectivity, cloud services and applications, printing, scanning, phone, and endpoint equipment.
• Assist in deployment, maintenance, and support of endpoint operating systems: hardware, applications, and software.
• Log all service request communications and resolutions thoroughly in the ITSM system to provide detailed documentation.
• Collaborate with Inventory and procurement team to follow policies and procedures on repairs, replacements, and upgrades.
• Aid in the configuration, deployment, and troubleshooting of company-approved software.
• Assist with the 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.
• Document new technology and check for accuracy on existing technology.
• Participate in technology team meetings and provide content on continuous improvement.

Requirements

• U.S. Person
• Ability to work on ITAR-related projects.
• Experience: 1-3 years of experience in a similar role preferred.
• Education: Associate degree in Computer/IT fields or equivalent experience.
• Industry certifications are a Plus.
• Specialized Knowledge and Skills: Excellent customer service and stakeholder 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 remote sites as business needs dictate; excellent written, communication, documentation skills.

Qualifications

• Availability to support night/weekend coverage based on the needs of the business.

Benefits

Thorlabs offers a comprehensive benefits package including medical, dental, and vision insurance, company-paid life insurance, a generous PTO package, a 401(k) plan, and tuition reimbursement.