The Role
Provides first-level support for desktop hardware, software, operating systems, printers, user accounts, endpoint security, and network access. Installs and images computers, manages IT assets and software licensing, monitors antivirus and spam systems, performs basic server and backup administration, supports VoIP systems, and escalates unresolved issues. Maintains help desk tickets, assists vendors remotely, trains users, and follows workplace safety policies.
Summary Generated by Built In
POSITION SUMMARY
Under limited supervision, is responsible for providing 1st level support of hardware, software, and operating systems for PC computing products. These duties are performed while meeting established departmental Service Levels and with exemplary customer service focus. The capability should exist to resolve problems of moderate scope where analysis of situations or data requires a review of a variety of factors and exercise of judgment within defined procedures and practices to determine appropriate action.
ESSENTIAL FUNCTIONS
- Install and configure operating systems on laptops and desktops. (Essential)
- Identify, troubleshoot, analyze, and resolve desktop computer problems. (Essential)
- Answer help requests in help desk ticketing system. (Essential)
- Escalate unresolved problems to Lead Desktop System Specialist or Manager. (Essential)
- Handle new computer imaging and maintain IT asset tracking system. (Essential)
- Install and configure local and network printers. (Essential)
- Keep IT facility organized, and supplies stocked. (Essential)
- Perform system administration for desktop solutions. (Essential)
- Assist third-party vendors to resolve various issues via remote sessions. (Essential)
- Monitor network access, addresses data security, password generation, and file access to forecast potential access risks. (Essential)
- Handle new user setup in appropriate systems. Generate and maintain user network IDs. (Essential)
- Monitor spam filter and respond to queries for the release of blocked emails. (Essential)
- Review anti-virus reports and escalate concerns. (Essential)
- Perform basic server administration tasks including setting up and verifying backups of infrastructure equipment such as firewalls, VPN, switches, Wap etc. (Essential)
- Installation of software updates and service packs, preparing daily tape backup swaps, and prepare third-party offsite DR lock box pickup. (Essential)
- Ensure compliance of software licensing. (Essential)
- Administer and maintain end point security solutions. (Essential)
- Eventually takeover of phone VoIP system including setup of new users, voicemail password reset, etc. (Essential)
- May conduct training to educate an organization’s computer users about basic and specialized applications. (Essential)
- Crosstrain with existing IT staff to provide backup to employees within the department. (Essential)
- Comply with EBARA safety policies, including participation in and completion of all required safety training. (Essential)
- Maintain clean and safe working environment compliant with Ebara safety policies. (Essential)
- Perform other duties as assigned. (Non-Essential)
POSITION QUALIFICATIONS
Competency Statement(s)
- The ability to perform the identified essential functions of the classification, including the operation of any machinery and/or equipment that is associated with performing the essential functions.
- The ability to perform the essential functions of the position in a cross cultural, demanding and dynamic environment.
- The ability to perform the essential functions of the position without posing a direct threat of harm to him/herself, others or property.
- The ability to adhere to EBARA personnel policies and practices, including the attendance and punctuality requirements.
- The ability to work well under pressure, meet multiple and sometimes competing deadlines, and at all times demonstrate cooperative behavior with colleagues and supervisors.
Education
- Bachelor’s of Science in Computer Science, related field, or equivalent experience.
Experience
- Four (4) – Six (6) year’s work related experience, preferably in an Information Technology environment.
- Working knowledge of general policies and procedures.
- Strong Customer Relations skills.
SKILLS & ABILITIES
- Working knowledge of MS Office products including Excel, Word, Outlook, and PowerPoint.
- Working knowledge of computer systems including database management, data security, application selection, software systems development, and systems maintenance.
- Strong relationship building skills with ability to collaborate and work effectively with internal colleagues and customer.
- Demonstrated teamwork and Organizational skills.
- Demonstrated excellent written and oral communication skills.
Skills Required
- Bachelor of Science in Computer Science, a related field, or equivalent experience
- Four to six years of related work experience
- Ability to perform the essential functions of the position and operate associated equipment
- Ability to work effectively in a cross-cultural, demanding, and dynamic environment
- Ability to perform duties without posing a direct threat to people or property
- Ability to follow personnel policies, attendance, and punctuality requirements
- Ability to work under pressure and meet competing deadlines
- Cooperative behavior with colleagues and supervisors
- Working knowledge of general policies and procedures
- Strong customer relations skills
- Working knowledge of Microsoft Office products, including Excel, Word, Outlook, and PowerPoint
- Working knowledge of computer systems, database management, data security, application selection, software systems development, and systems maintenance
- Strong relationship-building and collaboration skills
- Demonstrated teamwork and organizational skills
- Excellent written and oral communication skills
- Information Technology environment experience
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The Company
What We Do
Ebara Technologies, Inc. is a global manufacturer specializing in vacuum pumps and advanced abatement technology products for front-end and back-end semiconductor and photovoltaic manufacturing. As the North American subsidiary of Ebara Corporation's Precision Machinery Group, the company provides critical high-uptime equipment and components, including dry pumps, gauges, and monitoring systems, to support the semiconductor industry.
