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Help Desk Support Specialist

3 months ago

Beverly, United States Axcelis Technologies Full time

The Axcelis Technologies Solution Center is looking for an adaptable, life-long learner, with both technical and people skills, to join our existing team. This is an exceptional opportunity to do innovative work in the fast-growing field of the Semiconductor Industry. Come work for a company that has been named one of America's Best Mid to Small Companies to work for by Forbes Magazine two years running.

Essential Duties and Responsibilities

As a Solution Center Support Analyst - You will coordinate, diagnose and troubleshoot incoming employee calls. You will provide support services to employees experiencing technical problems and information technology issues involving desktop, laptop, printers or network services from local personnel or from employees using network remote access. You will provide timely resolution of problems or escalation on behalf of customers to appropriate technical personnel. You will provide case status updates to management and end-users. You will support and maintain effective relationships with users. You will be asked to develop, document, and implement standard operating procedures and customer service guidelines relating to IT support.

Skills & Experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations

may be made to enable individuals with disabilities to perform the essential functions.

  • Windows OS, Microsoft Office/365 applications (Outlook, Word, Excel, PowerPoint, MS Teams, and SharePoint)
  • MS Teams video conferencing software/hardware knowledge a plus.
  • Dell Desktop, Laptop, HP printers and label printer experience, aa well as other ancillary device experience a plus.
  • Minimum of two years hardware / software experience in a corporate setting.
  • Web Help Desk (Ticketing System) knowledge a plus.
  • Monitoring email, voicemail and remote service desk queues using - Web Help Desk (Ticketing System)
  • Inventory management (redeploying / recycling equipment) help configure, image, and deploy new PCs as needed.
  • Assist with IT related project work (as necessary)
  • Proactively review open calls for outstanding issues and facilitate timely resolution of problem/s.
  • Develop expertise in at least 2 areas of technology.
  • Proactively work with 2nd-tier groups for these disciplines to identify new problem, trends and work through resolutions
Education and/or Experience
  • Typically requires a bachelor's degree with 2-4 years of professional experience, or equivalent work experience.
Other Skills and Abilities
  • Ability to read, write, comprehend and speak English sufficiently well to perform job functions.

May be required at times to stand, walk and sit; talk or hear, both in person and by telephone; use hands to handle or feel objects or controls; reach with hands and arms, stoop, kneel, bend, crouch and lift 25 pounds.

EQUAL OPPORTUNITY STATEMENT
It is the policy of Axcelis to provide equal opportunity in all areas of employment for all persons free from discrimination based on race, sex, religion, age, color, national origin, disability status, medical condition (including pregnancy), veteran status, sexual orientation, marital status, or any other characteristic protected by federal, state or local law. Axcelis will provide reasonable accommodation necessary to enable a disabled candidate or employee to perform the essential functions of the position, unless the accommodation would create an undue hardship for the Company.