Help Desk Support Technician I

Primary Duties & Responsibilities

• Triage and respond to user requests for support via service desk requests, phone calls, voicemails, walk-ups, etc., in a timely and effective manner.
• Remotely support end-users utilizing provided remote access tools.
• Troubleshooting related to hardware, software, and other IT-related service items.
• IT hardware and software provisioning.
• Follow established IT policies and procedures for user account provisioning/deprovisioning.
• Provide support with Office 365 applications
• Follow established IT Service Management practices and deliver to defined SLAs.
• Ability to document IT processes or procedures to help develop knowledgebase content.

Education & Experience

• Minimum 4-6 yrs. experience in an IT Support related position.
• Associates Degree or equivalent technical schooling experience.
• Experience with SCCM, Intune, FreshService, Lenovo hardware, a plus.

Skills

• Excellent customer service skills, including listening skills, sense of urgency and enthusiasm.
• Excellent verbal and written communication skills; ability to communicate effectively with end-users and management.
• Culturally sensitive - values diversity, able to understand and cooperate with other team members from different cultures
• Demonstrated experience supporting computing and network infrastructure in a manufacturing environment. Knowledge of operating systems, network protocols, data/voice communications concepts, and collaboration solutions.
• Good time management skills.
• Strong interpersonal, teaming, and problem-solving skills.
• Ability to work independently and in a team environment.
• Work effectively with other members of Coherent Corp. IT and business.

Working Conditions

• The employee will be expected to work onsite in an office and manufacturing environment.
• Some dust, and loud noises

Physical Requirements

• Position may require ability to lift basic hardware, Information Technology supplies (ie PCs, laptops, personal printing devices)   
• Ability to stand for periods of time.

Safety Requirements

All employees are required to follow the site EHS procedures and Coherent Corp. Corporate EHS standards.

Quality and Environmental Responsibilities

Depending on location, this position may be responsible for the execution and maintenance of the ISO 9000, 9001, 14001 and/or other applicable standards that may apply to the relevant roles and responsibilities within the Quality Management System and Environmental Management System.

Culture Commitment

Ensure adherence to company’s values (ICARE) in all aspects of your position at Coherent Corp.:

Integrity – Create an Environment of Trust

Collaboration – Innovate Through the Sharing of Ideas

Accountability – Own the Process and the Outcome

Respect – Recognize the Value in Everyone

Enthusiasm – Find a Sense of Purpose in Work

Coherent Corp. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.