IT Specialist I
IT Specialist I
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Job Description
Thorlabs is pleased to play a role in advancing science through the components instruments and systems we design and manufacture. We believe that science and innovation have great potential to improve the world around us and are committed to advancing photonics (i.e. light-based) technologies that positively impact our customers employees and communities. Via educational outreach and more sustainable business practices we continuously invest in a brighter future. We recognize that each of our employees is a unique individual with the ability to contribute to our success and seek to find great people who will thrive in our fun fast-paced culture.
The IT Specialist I is responsible for supporting the IT services to end user and production needs. IT services include Endpoints Cloud services and applications Printing Audio/Video Collaboration phones and network connectivity. The position is responsible for supporting the end users and production needs using the Information Technology Service Management (ITSM) system for documentation and maintaining Service Level agreements (SLAs). The position will assist our IT Network Cloud services Systems and Database teams as well as other IT operations to plan implement and support IT services.
Although the location of the position is in Newton NJ from time to time it may be required to undertake duties at other Thorlabs locations.
The hours for this position are 10:00a.m. - 7:00p.m. Monday - Friday
Essential Job Functions include the following but are not limited to:
- Process and prioritize incoming service requests and troubleshoot basic to intermediate service requests including all network connectivity cloud services and applications printing scanning phone and endpoint equipment as presented thru the Halo ITSM system.
- Assist in deployment maintenance and support of end point operating systems: hardware applications and software.
- Log all service request communications and resolutions thoroughly in the ITSM system to provide detailed documentation.
- Collaborate with Inventory and procurement team to follow policies and procedures on repairs replacements and upgrades.
- Assist the teams to make sure the endpoint devices are updated and in compliance.
- Assist the users with software / security related enquiries.
- Monitor and maintain all audio and visual IT equipment printers scanners and endpoints.
- Assist with the configuration deployment and troubleshooting of company approved software.
- Assist with on-boarding and training of the new hires on IT resource use and security policies.
- Partner with Team Lead to review and escalate tickets as required to next level support.
- Assist and develop the IT knowledge base by documenting new technology and checking for accuracy on existing technology.
- Participate in technology team meetings and provide content on continuous improvement.
In addition to the essential functions and duties listed above all positions are also responsible for:
- Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis performing all work-related tasks in a manner that is in compliance with all Company policies and procedures.
- Adhering to Company policies procedures and directives regarding standards of workplace behavior in completing job duties and assignments.
The Company retains the right to change or assign other duties to this position.
Physical Activities: The employee is occasionally required to stoop kneel crouch climb or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move up to 50 pounds.
Requirements
Qualifications
U.S. Person Ability to work on ITAR-related projects.
Experience:
- 1-3 years of experience in a similar role preferred.
Education:
- Associate degree in Computer/IT fields or equivalent experience.
- Industry certifications are a Plus.
Specialized Knowledge and Skills:
- Excellent customer service and stake holder management skills
- Experience with ITSM system management and escalation.
- Experience with reporting and analysis of incidents problems and requests.
- Experience with Networking Audio/Visual IT equipment printing scanning and Active Directory Azure AD including file and group permissions.
- Ability to research and recommend solutions outside ones typical skill set.
- Ability to prioritize tasks and act independently within the scope of normal duties and responsibilities.
- Ability to support remote users office or travel to remotes site as business needs dictate.
- Excellent written communication documentation skills. Other:
- Availability to support night/weekend coverage based on the needs of the business.
Pay range for this position is $59000 - $74000 d.o.e.
Thorlabs values its diverse environment and is proud to be an Equal Employment Opportunity/Affirmative Action Employer. All qualified individuals will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age or veteran status. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
Benefits
Thorlabs offers a complete benefits package that includes medical dental and vision insurance company paid life insurance a generous PTO package a 401(k) plan and tuition reimbursement just to name a few..
Required Experience:
Unclear Seniority
Employment Type
Full-Time
