30+ days ago - req28516
Other technical job categories
In a nutshell
San Diego - CA, US
Other technical job categories
ASML US brings together the most creative minds in science and technology to develop lithography machines that are key to producing faster, cheaper, more energy-efficient microchips. We design, develop, integrate, market and service these advanced machines, which enable our customers - the world’s leading chipmakers - to reduce the size and increase the functionality of their microchips, which in turn leads to smaller, more powerful consumer electronics. Our headquarters are in Veldhoven, the Netherlands, and we have 18 office locations around the United States including main offices in Chandler Arizona, San Jose and San Diego California, Wilton Connecticut, and Hillsboro Oregon.
The technician's role is to support and maintain organizational computer systems, laptops, desktops, and peripherals. This includes ordering, installing, diagnosing, repairing, maintaining, and upgrading all hardware and software while ensuring optimal workplace performance. The technician will troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required.
Configure, troubleshoot and support desktops / laptops, peripherals and mobile phones. Provides support for Email, MS Office, enterprise applications, computer provisioning, VPN and other services.Follows all IT standard processes and procedures along with monitoring license compliance.Provides support of 7/24 Global Support process by serving as Tier 1 / Tier 2 point of contact and owner of problem/incident.
This position may require access to controlled technology, as defined in the Export Administration Regulations (15 C.F.R. § 730, et seq.). Qualified candidates must be legally authorized to access such controlled technology prior to beginning work. Business demands may require the Company to proceed with candidates who are immediately eligible to access controlled technology.
Able todemonstrate leadership skills and take ownership of customer issuesreported and provide escalation as deemed appropriate to ensure managementawareness of severe problems or calls that are exceeding documented targetresolution times
Strongcomputer skills needed to research, diagnose, troubleshoot, and identifysolutions to customer issues
Willingnessto comply with standard procedures for proper handoff of unresolvableissues to the appropriate internal teams in order to maximize customersatisfaction
Commitmentto documenting knowledge in the form of knowledge base tech notes andarticles
Exceptionalcustomer service skills and excellent communication skills to provideprompt and accurate feedback to customers in a professional manner
Assistswith the installation, configuration, and ongoing usability of desktopcomputers, laptops, peripheral equipment, and software within establishedstandards and guidelines
Followsall IT standard processes and procedures along with monitoring licensecompliance
Performremote troubleshooting through diagnostic techniques and pertinentquestions
Logsall customer requests and updates calls utilizing the designated callhandling and tracking system
ProvidesHelpdesk, Deskside and Walkup hardware and software support as needed.
Providessupport of 7/24 Global Support process by serving as tier 1 first point ofcontact and owner of problem/incident
Providesgeneral knowledge of all Customer standard products as defined perengagement
Participatesin Support meetings for process and computing support improvement.
Other duties asassigned
Job description subject to changeat any time
High school degree
Microsoft / A+ or Networking + Certification a plus
Bachelor’s degree and two years relevant experience
Proficiency in network communications, MS Office, O365 and Windows
Minimum 3 years of experiencein a technical support/helpdesk, high profile customer service environment
Experience in the use and support of imaging, remote access and knowledge of phone system support is required
Strong experience in the use of IT related software and hardware, printers, and using Helpdesk software
Strong knowledge and experience with computers and Windows operating systems
Experience with computer build out and setup; imaging, application installs and configuration
Must possess a strong customer-centered philosophy
A solid understanding of PC compatible hardware
Excellent written and verbal communication skills
Experience in diagnosing problems with computer hardware and software with the ability to apply solutions to the problems
Can observe and respond to people and situations and interact with others encountered in the course of work.
Can learn and apply new information or skills.
Must be able to read and interpret data, information, and documents.
Strong customer focus and commitment to customer satisfaction through prioritization, quality, efficiency and professionalism.
Ability to complete assignments with attention to detail and high degree of accuracy.
Proven ability to perform effectively in a demanding environment with changing workloads.
Result driven-demonstrate ownership and accountability.
Work independently or as part of a team and follow through on assignments with minimal supervision.
Demonstrate open, clear, concise and professional communication.
Ability to establish and maintain cooperative working relationships with co-workers and customer.
Work according to a strict set of procedures within the provided timelines.
Proficient use of all Microsoft Office Suites programs
Strong competence with the various tools, procedures, programming languages used to accomplish the job.
Minimum of four(4) years’ experience in similar role working experience in a technicalsupport/helpdesk, high profile customer service environment.
Experience in the use and supportof Disk imaging, remote access and knowledge of phone system support isrequired.
Strongexperience in the use of IT related software and hardware, printers, andusing Helpdesk software.
Minimum 4-5 years’experience in a customer facing support role.
IT relatedcertifications desirable.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performingthe duties of this job, the employee routinely is required to sit; walk;talk; hear; use hands to keyboard, finger, handle, and feel; stoop, kneel,crouch, twist, reach, and stretch.
The employee is occasionally required to movearound the campus.
The employee may occasionally lift and/or move upto 50pounds.
May require travel dependent on business needs.
Specific vision abilities required by this jobinclude close vision, color vision, peripheral vision, depth perception,and ability to adjust focus.
Can work under deadlines.
The environment generally is moderate intemperature and noise level.
Must be able to read and interpret data,information, and documents.
Can observe and respond to people and situationsand interact with others encountered in the course of work.
Can learnand apply new information or skills.
EOE AA M/F/Veteran/Disability