Desktop Systems Specialist

Forming Our Future together

FormFactor, Inc. (NASDAQ: FORM), is a leading provider of essential test and measurement technologies along the full semiconductor product life cycle — from characterization, modeling, reliability, and design de-bug, to qualification and production test. Semiconductor companies rely upon FormFactor’s products and services to accelerate profitability by optimizing device performance and advancing yield knowledge. The company serves customers through its network of facilities in Asia, Europe, and North America.

Rooted in our core values — Focus on the Customer, Ownership & Accountability, Respectfully & Effectively Communicate, and Motivate & Develop People — we foster an environment where diverse perspectives are not only welcomed but celebrated. Everyone can make an impact here. Whether it's improving products, supporting customers, or positively influencing peers and the community, the contributions of our people matter.

Shift:

The regular hours for this position are day shift.

Job Description:

FormFactor is seeking a customer-focused and technically skilled Desktop Systems Specialist to support employees by delivering reliable IT services and end-user technology solutions. Based at our Farmers Branch, Texas campus, this role serves as a key IT resource responsible for endpoint support, device lifecycle management, user productivity tools, and site technology services while providing remote assistance to other company locations as needed.

The Desktop Systems Specialist works independently to resolve a broad range of technical issues, supports technology deployments and operational initiatives, and collaborates with infrastructure, cybersecurity, application, and service management teams to improve the overall employee technology experience. This role combines hands-on technical support with process improvement, documentation, and operational excellence to ensure secure, efficient, and dependable IT services. The role aligns with a Professional Level 3 (P3) individual contributor, requiring demonstrated technical proficiency, strong customer service skills, and the ability to handle moderately complex support challenges with limited oversight.

Key Responsibilities:

End User Support & Service Delivery

• Provide advanced desktop support for Windows-based systems, laptops, mobile devices, user accounts, Microsoft 365 applications, Teams, Outlook, OneDrive, VPN, MFA, printers, peripherals, and collaboration technologies.
• Troubleshoot and resolve hardware, software, operating system, connectivity, and account-related issues through in-person and remote support channels.
• Serve as a trusted technology resource for employees, delivering responsive and customer-focused support that minimizes business disruption.
• Manage incidents and service requests in accordance with IT service management processes, ensuring accurate documentation, categorization, prioritization, and timely resolution.

Endpoint Management & Device Lifecycle

• Configure, image, deploy, maintain, and replace desktop and mobile computing devices using standard endpoint management tools and processes.
• Support device provisioning, software installation, system upgrades, hardware refresh programs, and technology rollouts.
• Administer endpoint management platforms including Microsoft Intune, Windows Autopilot, Active Directory, Microsoft Entra ID, and other approved management tools.
• Maintain endpoint health, software compliance, and security standards across assigned systems and devices.

Site Technology Operations

• Support conference room technologies, audiovisual systems, shared workstations, label printers, and other site technology solutions.
• Coordinate onboarding, employee moves, equipment returns, and offboarding activities to ensure a seamless employee experience.
• Assist with technology support in office, laboratory, warehouse, manufacturing, and cleanroom environments as required.
• Support shipping, receiving, staging, inventory management, warranty coordination, and deployment logistics for IT equipment.

Security, Compliance & Continuous Improvement

• Support endpoint security initiatives including encryption validation, patch compliance, antivirus monitoring, vulnerability remediation, and secure handling of company assets.
• Escalate complex or recurring issues to appropriate technical teams while providing complete troubleshooting history and business impact details.
• Create and maintain support documentation, standard operating procedures, knowledge articles, and technical records.
• Identify opportunities to improve service quality, automate repetitive tasks, and enhance support processes through technology and best practices.
• Utilize approved AI-enabled support and productivity tools to improve troubleshooting efficiency, knowledge sharing, and the overall employee experience.

Preferred Qualifications & Experience:

• Experience in desktop support, endpoint administration, IT service desk, or technical support roles within a business environment.
• Experience supporting Windows 10/11 operating systems, Microsoft 365 applications, Teams, Outlook, OneDrive, VPN, MFA, printers, and common business technologies.
• Working knowledge of Active Directory, Microsoft Entra ID, Microsoft Intune, Windows Autopilot, endpoint provisioning, user account administration, asset management, and ITSM platforms.
• Strong troubleshooting skills across hardware, software, endpoint management, and user productivity technologies.
• Understanding of networking fundamentals including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and connectivity troubleshooting.
• Ability to independently manage multiple priorities and resolve technical issues with minimal supervision.
• Professional certifications such as CompTIA A+, Network+, Microsoft, ITIL, HDI, or equivalent.
• Experience supporting manufacturing, engineering, laboratory, or technical production environments.
• Familiarity with endpoint security tools, vulnerability management processes, and compliance initiatives.
• Experience using Microsoft Copilot, AI-assisted troubleshooting tools, or other approved productivity technologies.
• Knowledge of PowerShell or other scripting tools used to automate support and administrative tasks.

Work Environment:

• This position requires regular on-site presence at FormFactor's Farmers Branch campus to support day-to-day operations and employee technology needs.
• Occasional evening or weekend support may be required to support system maintenance, device deployments, technology upgrades, or critical business operations.
• Support activities may occur in office, laboratory, manufacturing, warehouse, cleanroom, or remote work environments.
• The role requires the ability to transport, stage, install, and move computer equipment and related hardware as needed.

Skills:

Active Directory (AD), Azure Active Directory (AD), Chatbots, Computer Hardware Support, Computer Technical Support, Customer Service, Desktop Application Support, Direct Support, Hardware Troubleshooting, Help Desk Support, ITIL Incident Management, Microsoft Autopilot, Microsoft Copilot, Microsoft Entra ID (Azure Active Directory), Microsoft Office, Microsoft Windows, Remote Desktop Support, Software Support, Windows Troubleshooting

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Education & Experience:

Minimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a PhD without experience; or equivalent work | Required

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FormFactor Benefits:

Benefits offered for this role include medical, dental, vision, EAP, short-term and long-term disability, life insurance, flexible spending and savings accounts, 401(k), ESPP and paid time off. 

Equal Employment Opportunity Statement

FormFactor is an equal opportunity employer. FormFactor complies with all national, state, and local laws that seek to promote equal opportunities for any applicant or employee without regard to age, race, color, gender, gender identity/expression, national origin, sexual orientation, religion, disability, marital status, pregnancy or related condition, military service, or any other legally protected characteristics. These protections apply to all aspects of employment, including but not limited to, recruitment, hiring, training, promotions, and compensation.

For roles that are designated as remote-eligible, employees cannot be located in: AL, AK, AR, DE, GA, HI, IL, IA, LA, ME, MD, MS, MO, NE, NV, NJ, NM, ND, OK, PA, RI, SC, SD, TN, WV, WI, WY. This list is continuously evolving and being updated, please check back with us if the state you live in is on the exclusion list. A role is remote-eligible only when it is listed as "Remote" in the job location.