WHO WE ARE

Together we are a world-class diversified manufacturer with a commitment from our team to proudly provide pure precision solutions to our customers, delivering superior quality, value, and service.

Ferrotec (USA) Corporation is a technology company with a worldwide presence in various end products, manufacturing systems, and industries serving primarily the semiconductor industry. We provide our customers with advanced materials, components, systems, and manufacturing solutions. Please visit www.ferrotec.com for a list of office locations.

HOW YOU MAKE AN IMPACT

Directs and coordinates activities of help desk staff engaged in computer operations by performing the following duties personally or through subordinates.

Achievement of objectives must include an overriding commitment to quality that must permeate the areas of responsibility. Enable and Drive Change in the Organization.

WHAT SUCCESS LOOKS LIKE

· Responsible for assuring users are provided efficient and timely first and second level support.

· Performs staff scheduling to ensure Help Desk coverage during normal business hours and after-hours support as required.

· Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities.

· Provides staff support for administrative tasks and projects related to the Desktop, LAN/WAN, and telecom/communication functions.

· Monitors issue ticketing system and follows up with assigned personnel to ensure timely resolution of problems.

· Invokes problem escalation procedures to coordinate recovery.

· Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.

· Ensures that decisions are made to improve the overall customer support of the Help Desk are continually carried out.

· Coordinates training requirements of Help Desk personnel Contributes to departmental productivity and development objectives by participating in training programs, continuing education, and conferences.

Provides leadership by projecting a positive attitude and providing learning incentives and mentorship to junior staff.

· Accurately communicates pertinent information.

· Assists in the development and implementation of quality improvement programs for assigned department(s).

· Solves problems and makes decisions daily relative to Help Desk responsibilities.

· Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions.

· Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.

· Resolve problem situations in a professional manner.

· Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.

· Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service.

· Meets with technology technicians, attends seminars, and reads industry related publications to remain abreast of technology advances and aid in the technology planning effort.

· Accountable for meeting systems infrastructure or operational Service Level Agreements established by IT Manager Supervisory/mentorship skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position.

· Demonstrated leadership and decision-making skills concerning IT policies, processes, and procedures, with a proved track record of completing tasks and/or project within budget and on schedule.

· Manage end user equipment lifecycle, inventory management and procurement.

Not a comprehensive list of duties. Duties may change without notice at management’s sole discretion

WHAT YOU NEED TO BE SUCCESSFUL

· A minimum of 5+ years of support services experience in IT Help Desk and/or Desktop Support operations troubleshooting PC, peripheral, and network issues.

· A minimum of 3+ years of supervisory experience in a technology related role.

· Demonstrate a security first mindset for all decisions and configurations in the enterprise.

· Experienced in Microsoft environments of 25-500 end users and/or MSP experience.

· Experience working in a team-oriented, collaborative environment.

· Excellent customer service, written and oral skills. Self-motivated and goal driven, with the ability to effectively prioritize and execute multiple concurrent projects and tasks in a growing environment.

· Knowledge of common business Windows Desktop applications; various operating systems such as Windows 7 through 11. Server 2012 R2 through 2019 are a plus.

· Knowledge of software applications and basic hardware for the PC Principles and terminology of networking on the Layers 1 and 2 side. Layer 3 a plus.

· Knowledge and demonstrated expertise with the management and support of users, computers, policies in Microsoft Active Directory Domains.

· Knowledge and demonstrated expertise with the management and support of Microsoft Office, Office 365, and common productivity applications.

· Awareness of commonly used Microsoft products and services (O365 Admin portals, Intune, Identity management).

· Administer mobile phone accounts, device management and lifecycle.

· Create and update metric reports (KPIs, Compliance, Inventory) for management review, capacity and upgrade planning.

· Oversee equipment lifecycle, deployment automation efficiencies (Intune, Autopilot)

· IT inventory management (HaloITSM)

· Knowledge of MFA tokens (enrollment/provisioning/troubleshooting) and secure application access.

· Ability to coordinate multiple tasks, status actions items, respond to changing priorities, and react to short deadlines.

· Creating and maintaining user self-help documentation, technical documentation, and procedural documentation.

· Knowledge of MDR management and alerts on endpoints (CrowdStrike).

· Knowledge of wireless networking components, protocols and terminology, basic familiarity and troubleshooting with IT infrastructure components (e.g. switches, VPN).

P r e f e rr e d Sk ill s :

· 6s methodology

· ITIL Framework

PERKS OF JOINING OUR TEAM

With positive values, a productive atmosphere, and a commitment to excellence, Ferrotec encourages employees to maximize and realize their potential.

The salary range included in this job posting is relevant to applicants who reside or work in the Livermore, CA area only . Salary offers will depend on experience, knowledge, skills, education, and location. Actual salary may vary due to these and other factors.

Ferrotec is proud to offer a Competitive Benefits Package including Medical, Dental, Vision, Life & Disability, 401K Matching, Flexible Work Hours, Tuition Reimbursement, Leadership Development, Travel and Hotel Discounts, Paid Time Off, Sick & Wellness and Volunteer Time, Employee Recognition Program, Employee Engagement & Appreciation Events hosted throughout the year. Virtual Wellness Activities and Classes are available to all employees & family members and Much More!

We would love to get to know you better and you get to know us better! You can easily apply!

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.