Technical Services Professional

1 week ago


Sterling Heights, Michigan, United States Thorlabs Full time
Job Summary

Thorlabs is seeking a highly skilled IT Support Specialist to join our team. As an IT Support Specialist, you will be responsible for providing technical support to end-users and production needs.

Key Responsibilities
  • Incident Management: Process and prioritize incoming service requests, troubleshooting basic to intermediate issues related to network connectivity, cloud services, printing, phones, and endpoint equipment.
  • Endpoint Management: Assist in deploying, maintaining, and supporting endpoint operating systems, hardware, applications, and software.
  • Inventory and Procurement: Collaborate with inventory and procurement teams to adhere to repair, replacement, and upgrade policies.
  • Compliance and Security: Ensure endpoint devices are updated and compliant with company policies.
  • Software and Security Support: Provide support for software and security queries, following Thorlabs Security Policies.
  • Audiovisual and Print Support: Maintain audiovisual IT equipment, printers, scanners, and endpoints.
  • Software Deployment and Troubleshooting: Configure, deploy, and troubleshoot company-approved software.
  • Onboarding and Training: Onboard and train new hires on IT resources and security protocols.
  • Ticket Review and Escalation: Review and escalate tickets as required, providing support for level one IT specialists.
  • Team Collaboration: Participate in technology team meetings, contribute to continuous improvement initiatives.
  • Project Management: Manage resources and tasks on assigned projects within the location.
  • Additional Support: Provide additional support to the team as needed.
Requirements
  • 4+ years of experience in a similar role.
  • Associate degree in Computer/IT fields or equivalent experience.
  • Industry certifications are a plus.
  • Excellent customer service and stakeholder management skills.
  • Experience with ITSM system management and escalation.
  • Knowledge of networking, audiovisual IT equipment, printing, scanning, Active Directory, Azure AD, file permissions, and group permissions.
  • Ability to research and recommend solutions, prioritize tasks independently.
  • Availability to provide night/weekend coverage based on business needs.
  • Strong written and verbal communication skills.
About Thorlabs

Thorlabs is a leading manufacturer of photonics equipment with a diverse and inclusive work environment. We are committed to Equal Employment Opportunity and offer a comprehensive benefits package including medical, dental, vision insurance, life insurance, 401(k) plan, generous PTO, and tuition reimbursement.



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