IT Support Professional for Global Service Desk

A Day in Your Life at MKS:

As IT Support for Global Service Desk, you will partner with IT Shared Services to provide remote support for all IT requirements, incidents and queries. In this role, you will report to the Lead GSD.

You Will Make an Impact By:

• Technical Support: Provide timely and effective technical support to global internal users, resolving hardware, software, and network issues.
• Ticket Management: Monitor and manage helpdesk tickets, ensuring all incidents and requests are logged, prioritized, and resolved within established timelines.
• User Training: Conduct training sessions and create documentation to help users understand and utilize IT systems effectively.
• System Monitoring: Continuously monitor IT systems and infrastructure to identify potential issues and ensure optimal performance.
• Escalation: Collaborate with other IT teams and escalate complex issues to specialized teams when necessary, ensuring a seamless resolution process.
• Customer Service: Maintain a high level of customer service by effectively communicating with users, understanding their needs, and providing solutions that meet or exceed their expectations.

Skills You Bring:

• Level of Formal Education: Graduate with a Post Graduate Diploma in Computer Applications (PGDCA) or a Diploma in Computer Hardware and Software.
• Experience: A minimum of 3+ years of job-related work experience in IT support or helpdesk roles.
• Windows Operating System: Proven experience and proficiency in troubleshooting and managing Windows operating systems.
• Active Directory: Hands-on experience with Active Directory, including user management, group policies, and security settings.
• Ticketing System: Extensive experience with ticketing systems, ensuring efficient logging, prioritization, and resolution of IT issues.
• Technical Troubleshooting: Strong technical troubleshooting skills with the ability to diagnose and resolve hardware, software, and network problems.
• Customer Service: Excellent customer service skills, with the ability to communicate effectively and empathetically with users.
• Team Collaboration: Experience in collaborating with cross-functional teams to ensure seamless support and issue resolution.
• Documentation: Proficient in creating and maintaining clear, comprehensive documentation for processes and procedures.
• Communication Skills: Ability to clearly understand and convey technical information through reading, writing, and speaking, ensuring that both technical and non-technical users can accurately receive and comprehend the support provided.

Preferred Skills:

• ITIL certification
• Microsoft Intune
• Service Now

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Globally, our policy is to recruit individuals from wide and diverse backgrounds. However, certain positions require access to controlled goods and technologies subject to the International Traffic in Arms Regulations (ITAR) or Export Administration Regulations (EAR). Applicants for these positions may need to be “U.S. persons.” “U.S. persons” are generally defined as U.S. citizens, noncitizen nationals, lawful permanent residents (or, green card holders), individuals granted asylum, and individuals admitted as refugees.

MKS Instruments, Inc. and its affiliates and subsidiaries (“MKS”) is an affirmative action and equal opportunity employer: diverse candidates are encouraged to apply. We win as a team and are committed to recruiting and hiring qualified applicants regardless of race, color, national origin, sex (including pregnancy and pregnancy-related conditions), religion, age, ancestry, physical or mental disability or handicap, marital status, membership in the uniformed services, veteran status, sexual orientation, gender identity or expression, genetic information, or any other category protected by applicable law. Hiring decisions are based on merit, qualifications and business needs. We conduct background checks and drug screens, in accordance with applicable law and company policies. MKS is generally only hiring candidates who reside in states where we are registered to do business.

MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation during the application or interview process due to a disability, please contact us at: accommodationsatMKS@mksinst.com .

If applying for a specific job, please include the requisition number (ex: RXXXX), the title and location of the role