Coordinator, IT Applications & Support

SEMI - Milpitas, CA (30+ days ago)3.9


The IT Coordinator provides day to day technical support for network infrastructure and internal desktop systems software and hardware to local personnel or employees using network remote access. The role assists with the installation, configuration, and troubleshooting of desktop systems and workstations in a heterogeneous environment. In addition, this position acts as a backup in servers and network maintenance and performs administrative tasks related to SEMI's cloud-based applications.

This is a full-time, exempt position and reports directly to the Senior Manager, IT Applications and Support at SEMI Milpitas office.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Provides day-to-day technical support:

  • Manage Help Desk ticketing system
  • Set up, configure and add hardware and software
  • Maintain passwords, data integrity, and file system security for the desktop environment
  • Analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals
  • Imaging and image recovery
  • Install / Re-install various software packages and updates
  • Track, route and properly escalate unresolved queries to the next level of support

2. Provide first level contact and resolutions to customers

  • Follow up with customers, provide feedback and see problems through to resolution
  • Build and maintain effective relationships with users

3. Update case status to management and end-users

  • Update customer data and produce activity reports
  • Ensure proper recording, documentation and closure to customer issues
  • Develop, document, and implement standard operating procedures and customer service guidelines
  • Create IT newsletters
  • Recommend procedure modifications or improvements, hardware and software solutions, including new acquisitions and upgrades

4. Participate in IT projects:

  • development of information technology and infrastructure projects (including company wide, web-enabled, cloud-based solutions)
  • training programs designed to educate users about basic and specialized applications
  • working in conjunction with Professional Services and outsourcing functions

5. Provide Network Support (as the Systems Administrator backup)

  • Monitor LANs, WANs, network segments, Internet, and intranet systems
  • Ensure network servers and system efficiency and security (VPN gateways, intrusion detection systems, security updates and patches)
  • Maintain desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment
  • Configure authentication and authorization of directory services including account rights, security and systems groups

WHAT SUCCESS LOOKS LIKE:

  • Achieve 90% customer satisfaction on the helpdesk survey
  • Become a reliable and effective IT representative – technical issues are followed up on and escalated appropriately
  • Be relevant and keep up-to-date with technology and trends
  • Customers are more self-sufficient

CRITICAL SUCCESS FACTORS:

  • Strong verbal and written communication skills; ability to communicate highly technical information to both technical and non-technical personnel
  • Self-starter with strong, proactive work ethic, and eagerness to learn and grow
  • Excellent customer service skills
  • Cooperative, team-oriented attitude
  • Expected travel less than 10%

FOUNDATIONAL KNOWLEDGE OR PRACTICAL EXPERIENCE:

  • B.S. in Information Technology or equivalent in work experience
  • Motivated college graduate or 1+ years of Information Technology experience
  • Knowledge of WiFi and VPN connections and wireless devices
  • Experience in Windows OS, MacOSX, Google, Microsoft Office Suite
  • Experience doing break / fix repairs on desktops, laptops is a plus

ABOUT US

SEMI connects more than 2,000 member companies and more than a quarter-million professionals worldwide to advance the science and business of electronics manufacturing. SEMI members are responsible for the innovations in materials, design, equipment, software, and services that enable smarter, faster, more powerful, and more affordable electronic products. Since 1970, SEMI has built connections that have helped its members grow, create new markets, and address common industry challenges together. SEMI maintains offices in Bangalore, Berlin, Brussels, Grenoble, Hsinchu, Milpitas, Seoul, Shanghai, Singapore, Tokyo, and Washington, D.C. For more information about a career at SEMI, please visit us at SEMI.org

Job Type: Full-time