Purpose of the Position:

IT Services Support Specialist has the responsibility to deliver IT Services as it related to end user and production needs. IT Services includes supporting Endpoints, Printing, Audio/Video, AV, Collaboration, productivity, office, and remote connectivity tools. The position is responsible for working with Infrastructure, Application support, IT operations, Site leads and other departments as necessary to plan, implement and support IT Infrastructure. The position deals heavily with the end user, and as such, the person we seek will conduct themselves in a professional, humble/compassionate, business-like manner. This is a hybrid position working 1-2 days a week in the office.

Essential Job Functions include the following, but are not limited to:

• Provide a wide range remote and in person IT services support to end users via various communication, media, operating, SAAS, applications and remote connectivity platforms.
• Assist in development, maintenance, and support of end point operating systems, inventory, hardware/software/licenses, and reports for endpoints to help with forecast and upgrade projects
• Implement in new hire setup and users/departments moves
• Collaborate on developing standardization process for IT Infrastructure as it relates to endpoints and connectivity (Wired/Wireless) of operation and user technology
• Aid other IT teams in deploying software/hardware and application projects.
• Aid Systems, Networks and Cloud teams with setups and maintenance of systems.
• Troubleshoot basic to intermediate network and client application issues, printing, scanning, peripheral and voice/collaboration issues as it relates to users/endpoints
• Proactively recommend changes to Active Directory, Group Policy or other, to improve end user efficiencies and reduction of support requests as it relates to end points.
• Develop and maintain training and training material for end users
• Make recommendations regarding hardware and software upgrades.
• Implement, and maintain service level agreements as it relates to IT services for end points

Qualifications

Experience:

• 2-4 years 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:

• Experience with ITSM system management and escalation
• Experience with reporting and analysis of the incidents, problems, and requests
• Experience with Wired/Wireless Local Area network
• Experience with Audio/Video and conferencing systems
• Experience with Remote connectivity and Virtual Windows environments
• Experience with Printing, Scanning and document management systems
• Experience with diverse operating systems and applications
• Experience with supporting remote access, software deployment, and other technology solutions.
• Experience with Active directory, Azure AD, System/Device management
• Experience with File and Group permissions
• Working knowledge of antivirus/anti-malware products and remedies
• Ability to research and recommend solutions outside one?s typical skill set.
• Ability to manage multiple priorities, define schedules, and meet departmental deadlines.
• Ability to diagnosis Networks, Systems, and Application issues.
• Ability to prioritize tasks and act independently within the scope of normal duties and responsibilities.
• Ability to support remote users, office or travel to remotes site as business needs dictate.
• Excellent written, communication, documentation skills.
• Willing to support/work off hours and weekend activities and travel.
• Excellent customer service and stake holder management skills
• Organized and very detail orientated.

Other:

While this position is for a Mon-Fri position, the individual will be required to cover night / weekend hours and work a flexible schedule as the business requires.

Thorlabs values its diverse environment and is proud to be an Equal Employment Opportunity/Affirmative Action employer. All qualified individuals will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.