Job Description
The Axcelis Technologies IT department is looking for an adaptable, life-long learner, with both technical and people skills, to join their existing team of Help Desk Administrators. The role will help support Axcelis’ increasing and evolving use of the Microsoft 365 and Azure cloud ecosystem, support on-premises IT infrastructure, translate Axcelis’ business needs into IT solutions and help guide Axcelis business members in the use of IT solutions. This role will be responsible for the maintenance, configuration, and installation of Windows-based systems. This role will also provide technical support to users and ensure that the company's IT systems run smoothly.
Collaborating with the global IT department staff, you can expect to work hands-on with a broad selection of IT systems, platforms and solutions, as well as to be frequently in direct contact with Axcelis business members. To be successful in this role you must possess a genuine passion for IT infrastructure and be capable of dealing with multiple, rapidly shifting competing demands, both from within IT and from the business.
Essential Duties And Responsibilities
As our Junior Help Desk Windows Administrator – You will coordinate, diagnose, and troubleshoot incoming employee calls. You will provide support services to employees experiencing technical problems and information technology issues involving desktop, laptop, printers, or network services from local personnel or from employees using network remote access. You will provide timely resolution of problems or escalation on behalf of customers to appropriate technical personnel. You will provide case status updates to management and end-users. You will support and maintain effective relationships with users. You will be asked to develop, document, and implement standard operating procedures and customer service guidelines relating to IT support. Applicants must be personable, encourage leadership, express the desire to learn, and adapt to the latest technology on the fly while becoming an asset to our team. This position is not remote and requires someone to be in our Beverly office 5 days a week. There will also be a need for a 12pm-8pm shift one night a week, and approximately once a quarter, to cover a weekend shift.
Skills & Experience
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations
may be made to enable individuals with disabilities to perform the essential functions.
- A minimum of 3 plus years’ experience in IT Help Desk and/or Desktop Support operations troubleshooting PC, peripheral, and network issues.
- Excellent customer service, written and oral skills.
- Knowledge and demonstrated expertise with Windows OS, Microsoft Office/365 applications (Outlook, Word, Excel, PowerPoint, MS Teams, and SharePoint)
- MS Teams/Logitech video conferencing software/hardware knowledge a plus.
- Dell Desktop, Laptop, HP printers and label printer experience, aa well as other ancillary device experience a plus.
- Minimum of two years hardware / software experience in a corporate setting.
- Web Help Desk (Ticketing System) knowledge a plus.
- Monitoring email, voicemail and remote service desk queues using – Web Help Desk (Ticketing System)
- Inventory management (redeploying / recycling equipment) help configure, image, and deploy new PCs as needed.
- Assist with IT related project work (as necessary)
- Proactively review open calls for outstanding issues and facilitate timely resolution of problem/s.
- Develop expertise in at least 2 areas of technology.
- Proactively work with 2nd-tier groups for these disciplines to identify new problem, trends, and work through resolutions
- Experience working in a team-oriented, collaborative environment.
Education And/or Experience
- Typically requires a bachelor’s degree with 3-5 years of professional experience, or equivalent work experience.
EQUAL OPPORTUNITY STATEMENT
It is the policy of Axcelis to provide equal opportunity in all areas of employment for all persons free from discrimination based on race, sex, religion, age, color, national origin, disability status, medical condition (including pregnancy), veteran status, sexual orientation, marital status, or any other characteristic protected by federal, state or local law. Axcelis will provide reasonable accommodation necessary to enable a disabled candidate or employee to perform the essential functions of the position, unless the accommodation would create an undue hardship for the Company.
EQUAL OPPORTUNITY STATEMENT
It is the policy of Axcelis to provide equal opportunity in all areas of employment for all persons free from discrimination based on race, sex, religion, age, color, national origin, disability status, medical condition (including pregnancy), veteran status, sexual orientation, marital status, or any other characteristic protected by federal, state or local law. Axcelis will provide reasonable accommodation necessary to enable a disabled candidate or employee to perform the essential functions of the position, unless the accommodation would create an undue hardship for the Company.
