Service Desk Technician II
Materion

Job Info

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At Materion, everyone is included, respected and offered opportunity to grow. Join us!

The Service Desk Technician II provides IT support over the phone and in person to non-technical end-users and performs basic device support independently for end users. The technician will install, assess, troubleshoot, maintain, repair and upgrade computers and equipment of different types. This position will fulfill customer requests, resolve customer technical problems, and respond to customer questions in a quality and timely manner. They will build relationships with employees and help them find solutions while providing exceptional customer service. In this role they will gain exposure to a wide variety of products and services because they assist with technical problems concerning hardware, software, peripheral equipment like phones and printers.

You will have an opportunity to:

• Provide IT user support using standard screens, scripts, reference guides, and procedures with completing ongoing training to deepen skillset.
  
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error
  
• Troubleshoot and resolve technical support questions of customers in a professional manner
  
• Images PCs, installs software, and peripheral equipment
  
• Provides first-level network administration support (create user accounts, assists in file restores, maintain passwords, increase user space, and provide rights to some areas)
  
• Update assigned tickets with latest status and continuously communicate to necessary parties, including providing follow-up to the user on the status of the problem until resolution
  
• Escalate incidents and service requests to next level support if the issue cannot be resolved
  
• Works on incident response and resolution targets in an Information Technology Service Management (ITSM) environment with Service Level Agreement (SLAs)
  

REQUIREMENTS:

• Associate Degree or College diploma in process. Undergraduate degree preferred
  
• A minimum of two years of applied experience with IT Support/IT Service Desk
  
• Experience with PC or network administration
  
• Experience in working with customers in a customer support role over the phone
  
• Ability to troubleshoot and resolve technical support questions of customers in a professional manner
  
• Experience with troubleshooting in a Windows environment preferred
  

Materion Corporation and its subsidiaries (the "Company") is an equal employment opportunity employer. It is the Company's policy to not unlawfully discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The Company also prohibits harassment of applicants and employees based on any of these protected categories. It is also the Company's policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on the Company. Please inform the Company's personnel representative if you need assistance completing any forms or to otherwise participate in the application process.

Please provide complete information. An incomplete application may affect your consideration for employment.

This job has expired.