IT Support Technician II

Your Role at a Glance The IT Support Technician is responsible for providing Tier 1 support for technical inquiries received via Mastercam phone, email, ticketing and messaging applications.

In this role, you will assess the nature of problems and resolve first level support issues by troubleshooting software and hardware issues on laptops, desktops, tablets, and/or smartphones, logging or recording support tickets and/or cases, working in a support capacity to resolve these issues, or to escalate them as needed within the IT team.

This is an independent contributor position which requires independent decision-making and a pro-active approach to time management and problem solving, often with little oversight or supervision, to be successful.

*Must be located in the pacific time zone* How You’ll Drive Success End User Technical Support & Issue Resolution First point of contact to troubleshoot and resolve hardware and software performance and general PC, network, and printer problems.

Analyze user related matters and identify solutions based on the latest industry best practices. Communicate with end users on latest status related to their individual issue. Escalate unresolved issues to the next level of support, ensuring the issue becomes resolved for the end user.

Support mobile devices using a Mobile Device Solution. Service Desk Administration & Documentation Using ticketing software, perform and document tickets and report on organization trends. Properly document known workarounds and/or issues related to technology.

Asset Management, Deployment & Onboarding Act as point of contact for hardware vendors where hardware repair will be necessary. Responsible for maintaining asset management of hardware and software. Oversee the deployment of end user devices. Assist with new user setup and onboarding.

IT Collaboration, Projects & Continuous Improvement Work with rest of Information Technology team on any feedback or general observations related to technology. Make