Service Desk Technician II

Materion Advanced Chemicals Inc is hiring a Service Desk Technician II onsite in Milwaukee, WI. In this role, you’ll support non-technical end-users through phone and in-person assistance, helping keep day-to-day technology running smoothly while working in an ITSM environment with Service Level Agreements (SLAs).

Responsibilities

• Deliver IT user support to end-users using standard screens, scripts, reference guides, and established procedures, while completing ongoing training to expand your skill set.
• Interview users to understand symptoms, lead diagnostic steps to identify the source of errors, and guide customers through resolution.
• Troubleshoot and resolve technical support requests professionally and efficiently.
• Image PCs and install software and peripheral equipment.
• Provide first-level network administration support, including creating user accounts, assisting with file restores, maintaining passwords, increasing user space, and granting rights to access specific areas.
• Update assigned tickets with the latest status and communicate with involved parties, including follow-up with users until problems are resolved.
• Escalate incidents and service requests to next-level support when issues cannot be resolved at first level.
• Work within an ITSM framework to meet incident response and resolution targets aligned to SLAs.

Requirements

• 5 years of experience in IT Support, or an associate degree or college diploma (in process). An undergraduate degree is preferred.
• Minimum two years of applied IT support and/or IT service desk experience.
• Knowledge of standard business desktop software and hardware.
• Experience with PC or network administration.
• Ability to troubleshoot and resolve technical support questions in a professional manner.
• Monitor an email contact inbox and ticketing system for incoming work.
• Experience supporting customers in a phone-based customer support role.
• Strong verbal and written communication skills.
• Ability to thrive in a team environment and maintain composure when work volume increases.
• Preferred: Windows troubleshooting experience.
• Self-motivated and well organized, able to work independently and collaborate effectively as a team member.
• Ability to prioritize tasks and perform well under pressure.
• U.S. Person.

Export Compliance Contingency

The selection of the person to be hired is contingent on the candidate having export compliance eligibility for access to U.S. controlled technology under ITAR and EAR.

Equal Employment Opportunity and Workplace Policies

• The Company is an Equal Employment Opportunity employer and will not unlawfully discriminate on listed protected bases.
• The Company prohibits harassment of applicants and employees based on any protected categories.
• The Company complies with federal, state, and local laws regarding consideration of unemployment status in hiring decisions.

Reasonable Accommodation

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act. Reasonable accommodation is a change in the way things are normally done to ensure equal employment opportunity without imposing undue hardship on the Company. Inform the Company’s personnel representative if assistance is needed completing forms or participating in the application process.

Veteran Support

Materion’s Veteran Employee Resource Group supports veterans and promotes the benefits of hiring veterans in the workplace. Veterans are encouraged to apply, and military experience and skills are transferrable to Materion careers.