Senior Specialist, IT Operations

Entegris is a global, world-class supplier of advanced materials and process solutions for semiconductor, life science, and other high-tech industries. We have experienced exceptional yearly growth and believe our success stems from accountability, integrity, and trust (both with our customers and our employees).

The I&O Team (Infrastructure & Operations) is looking for a Desktop Field Services Technician to join our Service Delivery and Support team located in Burnet, Texas. Accountable for applying an understanding technology and support practices to ensure business productivity.

The role:

At Entegris, the Desktop Field Service Technician will focus on supporting our organizations computing environment which includes involvement in projects, move add change activity, incident resolution, process improvements, documentation, and customer service. The Desktop Field Service Technician also serves as an on-site extension of the infrastructure team and performs functions on their behalf.

What you'll do:

• Support Burnet and Round Rock Texas locations with on-site support and all sites with remote service.

• Perform analysis, diagnosis, and resolution of issues while ensuring effective hardware and software performance.

• Provide technical expertise in the installation and maintenance of hardware and systems software.

• Provide a high level of customer service with excellent written and verbal communication skills for IT and business audiences.

• Identify and action trends by monitoring and analyzing incoming inquiries.

• Collaborate with Business, Service Desk, IT Security, IT learning, and Engineer's stakeholders to gather business requirements, deliver projects, ensure environment security, stability, and exceptional customer communication.

• Adhere to departmental standard operating procedures, Service Level Agreements, and other operational metrics.

• Maintain and create documentation to ensure efficient and accurate department operations both locally and globally as a member of a global team

• Provide and contribute to end user training in person and formal video or documentation.

• Perform tasks to improve the efficiency, reliability, availability, and stability of the computing environment which include process improvement, automation, and technical solutions.

• Follow IT Service Management Process (Incident, Change, Asset, Request, etc.) which include tracking data, the submission, and timely updates of tickets.

• Interface with third-party support and PC equipment vendors as necessary.

• Occasional travel may be required.

What we seek:

• 4-year Degree in computer science or 2-year computer related degree with 3 years of experience

• Prior Desktop support experience preferred

• ITIL foundations or greater - preferred

• Enterprise ITSM Tool experience; ServiceNow - preferred.

• Strong written, oral, and interpersonal skills with ability to communicate with internal staff, end users, and vendors

• Extensive knowledge of Windows operating system

• Experience working in a multinational support environment, following clearly defined policies and procedure

• Ability to troubleshoot and diagnose PC hardware and software problems, using various resources, techniques, and creativity.

• Ability to perform PC backup, recovery, and installation.

• Extensive knowledge of Office 365 applications.

• Experience with Windows Active Directory / Azure AD.

• General understanding of network systems.

• Conduct support tasks remotely.

• Ability to lift and carry 25 pounds.

• Logic and critical thinking skills.

• Dependable and detail oriented.

• Willingness and aptitude for continuous learning.

• In-depth knowledge of network operating systems, software, and hardware.

• Self-starter, proven track record of working independently and as a member of a successful team.

• Prioritize and organize high volume work requests practicing excellent time management skills to ensure high quality customer service.

What we offer:

At Entegris, we invest in providing opportunity to our employees and promote from within. The new hire in this role will have the potential to grow and create relationships across the organization and be recognized for demonstrated success and adherence to company PACE values.

Our total rewards package goes above and beyond just a paycheck. Whether you're looking to build your career, improve your health, or protect your wealth, we offer generous benefits to help you achieve your goals.

• Entegris is not currently hiring candidates for this position who will need, now or at any time in the future, Entegris visa sponsorship.
• Generous 401(K) plan with an impressive employer match

• Excellent health, dental and vision insurance packages to fit your needs

• Flexible work schedule and 11 paid holidays a year

• Paid time off (PTO) policy that empowers you to take the time you need to recharge

• Education assistance to support your learning journey

• Values-driven culture with colleagues that rally around People, Accountability, Creativity and Excellence.

At Entegris we are committed to providing equal opportunity to all employees and applicants. Our policy is to recruit, hire, train, and reward employees for their individual abilities, achievements and experience without regard to race, color, religion, sexual orientation, age, national origin, disability, marital or military status.