IT Support Technician

Macom S.A.S. - Durham, NC

Full-time

Durham, NC

Professional, Scientific, and Technical Services

About the position

The IT Support Technician role at MACOM involves providing technical support to users by troubleshooting and resolving desktop issues, managing service desk tickets, and maintaining IT infrastructure. The position requires a strong focus on customer service and collaboration with other IT teams and vendors to ensure efficient operations across multiple locations.

Responsibilities

• Troubleshoot and resolve user desktop issues (hardware/software/access/security/business applications)
• Escalate issues to Tier 3 as needed
• Build, maintain and deploy end user system images on devices
• Manage all work in service desk ticketing system
• Provide remote support for US & International offices
• Perform all work according to defined process while keeping pace with fast business growth
• Assist in developing and documenting improvements to current processes
• Conduct one on one and small group training to end users on supported technologies
• Assist in the ordering, receiving, storage, deployment and retirement of PC assets
• Work with third party vendors to augment the functions of Internal IT
• Work with other IT teams to support local IT infrastructure and networking devices
• Travel between two RTP sites required and periodically to other company locations
• Role is fully onsite

Requirements

• Great interpersonal & customer service skills, and a good team player
• 3+ years related IT Support experience
• Windows 10 troubleshooting
• One or more PC Imaging tools such as Ghost, Acronis, SCCM, LANDesk, KACE, etc.
• Good analytical problem solving skills to isolate and resolve problems
• Experience working from a help desk management system
• Able to lift and palletize heavy equipment (PCs, monitors, and printers)
• Strong verbal and written communication skills
• Ability to work independently and in teams reaching high levels of productivity
• Comfortable switching quickly between tasks
• Demonstrates strong work ethic
• Ability to adjust to unforeseen challenges and think independently to continue toward goal resolution

Nice-to-haves

• Office 365 experience
• iPhone & Android OS config & troubleshooting
• Windows 7 troubleshooting
• Macintosh support
• Support legacy lab equipment