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Desk Side Support Technician

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Job Details
Job Order Number
Company Name
ON Semiconductor
Physical Address

South Portland, ME 04116
Job Description

Job Summary:

ON Semiconductor is seeking a self-driven, motivated, customer service professional to join their Service Desk team. As a Desk Side Support Technician, you will have the opportunity work with hardware and software to help the business and ensure optimum functionality. You will be working with the local and global team on various assignments and projects. As a result, you will gain a lot of exposure to different cultures, and internal organizations requiring adaptability and strong soft skills. This position will be a fast-paced, high demand position.

The Service Desk, Desk Side Support Technician role is to ensure proper computer and software operation and to assist end users, that the end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help request and incident issue tickets. Service Desk technicians must have a comprehensive understanding of computer hardware and software. In addition, they must possess excellent communication skills in order to assist computer users.

Performance Objectives:

The successful candidate will have the opportunity to:

+ Follow standard Service Desk procedures.

+ Provide courteous customer support to users through phone, walk in, and ticket requests. Log all interactions, track and route issues and requests and document resolutions. Monitor all open tickets to ensure prompt closure and resolution. Identify and escalate situations requiring urgent attention.

+ Escalate tier 2 and 3 issues to the appropriate team(s).

+ Install, configure, maintain, upgrade, and troubleshoot a wide range of hardware and software used in the company.

+ Research questions using available information resources. Advise users on appropriate action.

+ Gather metrics on daily/weekly/monthly requests and work.

+ Replace systems (laptop and desktop).

+ Purchase new systems and accessories and log data into asset inventory system or appropriate records while managing local inventory of IT related equipment.

+ Image new systems using automated technologies (such as SCCM, etc.) and update with needed drivers and patches.

+ Deploy and maintain smartphone fleet.

+ Maintain loaner devices.

+ Assist off site contractors with hardware maintenance.

+ Travel between sites to provide support as needed. (locally and within the US).

+ Install, configure and support software.

+ Data Center operation support.

+ Provide assistance to other towers.

+ Assist with acquired company integration

+ Minimum Bachelor Degree; with a technical major, such as engineering or computer science OR 2-5 years of experience in Help Desk or Desk Side Support positions with a high school diploma.

+ Experience with Cleanroom protocols and procedure (preferred)

+ Technical skills:

+ Experience with IT infrastructure area support – DSS, Multiple Workstation OS (Window, Mac), Multiple Mobile OS (Android, iOS), Networking, Printing Services, etc.

+ Experience with one or more of the following is a plus: Active Directory, Group Policies, SCCM, IIS, scripting, server HW, Linux, Systems Administration/System Engineer Microsoft certification

+ Familiarity with various computer cabling, printers, document scanners, barcode scanners, projection devices, networking, digital and analog telephony, VoIP, and other office technologies.

+ Soft skills (Competencies):

+ Listening skills, verbal communication skills, customer service skills, problem-solving skills, teamwork skills.

+ Ability to understand and speak the language of business.

+ Self-management skills

+ Communication:

+ Very good communication and customer related skills.

+ Effectively interacts with both business and technical audiences at multiple levels, including top executive managers

+ Knowledge and Expertise

+ Demonstrates deep understanding of relevant technology, architecture, processes and practices

Job: Technician

Title: Desk Side Support Technician

Location: ME-South Portland

Requisition ID: 1903413

ON Semiconductor is an Equal Employment Opportunity Employer and prohibits discrimination on the basis of age, race, color, religion, gender, sexual orientation, national origin, citizenship, protected veteran status, disability status, or any other federal, state or local protected classes. ON is committed to providing equal employment opportunity to qualified individuals, regardless of protect class status.

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