Desktop Support Technician

Desktop Support Technician

Composed of Chromalox, Durex Industries, Vulcanic, and Thermocoax businesses, Electrical Thermal Solutions (ETS), part of Spirax Group, creates electrical process heating and temperature management solutions, including industrial heaters and systems, heat tracing, and a range of component technologies.

At Chromalox, we build advanced thermal technologies for the world’s most challenging industrial heating applications.

Headquartered in Pittsburgh, Pennsylvania, we got our start with an innovative solution 100 years ago when a self-taught engineer invented the first metal-sheathed resistance heating element. It was this then-advanced thermal technology that launched an entire industry. 

We excel in industries that have high expectations. We are acknowledged as experts at delivering solutions that exceed specifications, limit risk, and reduce operating costs. 

Join us as we continue to provide solutions to our customers and the world!

The Role:  

As our Desktop Support Technician, you will support hardware and software in a multi-platform manufacturing environment while overseeing software installations and patching/upgrading operating systems and layered software packages. You will also help deploy and maintain office and manufacturing user computing hardware, accessories, printers/copiers, and A/V equipment.   
You will also communicate formally and informally with end users, managers, and third-party support vendors.   

Responsibilities: 

• Accurately prioritize, triage, and resolve incoming support requests promptly, keeping pace with targeted closure goals.  
• Provide the full suite of desktop support services, including provisioning/de-provisioning and configuration of users and desktop & laptop PCs, as well as troubleshooting end-user incidents.  
• Deploy and maintain desktop printers, thermal label printers, and multi-function copiers.  
  Maintain frequent communication with peers within the Digital Workplace team to drive awareness of issues or changing processes/standards.   
• Participate in drafting/revising technical documentation.   
• Escalating incidents to internal and external support partners as required.  
• Participate in local/division system implementation projects and introduction of new technologies.  

Requirements: 

• At least 2 years of experience in a support specialist and/or customer-focused technical role.  
• Vital task planning and organizing skills with a proven ability to effectively prioritize a high volume of daily support requests. 
• Experience coordinating services and activities within an IT environment. 
• Break-fix experience with desktop-class hardware, including desktops, laptops, tablets, and smartphones; preferred experience with Microsoft Suite and PCs. 
• Experience configuring external peripheral devices, such as printers and scanners. 
• Strong diagnostic and troubleshooting skills. 
• Capability to log and triage calls/incidents in a ticketing system. 
• Proven experience working effectively both independently and with others to achieve team goals. 
• Proven experience working effectively with all levels of employees in written and oral communications. 
• Must be an ITAR-qualified US person.