IT Support Specialist / Help Desk 6/13/2018

Tokyo Electron Austin, TX

Austin, TX
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Associates Degree


Helpdesk Operations / IT Support

We engineer success. Tokyo Electron U.S. Holdings, Inc. is the holding companyof TEL s U.S. subsidiaries. We oversee the intensely innovative development andproduction of cutting-edge products that are used globally in the electronicsindustry. Our employees work closely with chip manufacturers, materialsuppliers, and other equipment suppliers to pursue common goals and learncollectively in a pre-competitive manner, ensuring timely solutions to thetechnology roadmap of the semiconductor industry.

Location:Austin, TX

Responsibilities/Experience :

1st and 2nd tier support - troubleshooting withknowledge of hardware, software, operating systems and mobile telecom devices.
Act as a single point of contact for submittedtickets, phone calls, emails and other communication from end users regardingIT issues and queries. . Attention to detail is very important.
Motivated self-starter, demonstrate excellentcustomer service skills that includes above average communication ability forcustomer base and internal team collaboration. Experience managing caseloadsutilizing Helpdesk ticketing systems.
Provide remote support (Bomgar) as required,troubleshoot VPN, RSA and other remote connection issues. Basic support formobile devices (phones and tablets).
Receiving, logging and managing reported ITsupport issue cases.
Provide basic in-house training in MS Officeapplications, Outlook and Windows operating systems
Experience supporting MS Windows 7 & 10devices (32bit and 64bit) within MS Active Directory environment. Commonapplications include: MS Office 2010/2016, Lync/Skype for Business, Outlook2010/2016/O365, SharePoint
Maintain a high degree of customer service forall support queries and adhere to all service management principles.
Process IT tickets to support onboarding andoff-boarding request workflows.
Escalate unresolved cases to the applicablesupport team.


Minimum of 2 4 years supportingmid to large enterprise system managed environments, primarily with Microsoft technology
Associates degree in a relevant field and a minimum of 2 years of relevant experience.Four years of additional work experience may be substituted for degree
Incident Management experience Managing incidents including business expectations and communication
You will be a self-motivated achiever who gainssatisfaction from providing excellent customer service
Japanese language skills preferred,but not required

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans

Physical Requirements:
Job duties are often performed in confined areas in a clean room environment, in awkward positions and/or in high places. Mechanical aptitude, manual dexterity and ability to lift/carry objects up to 35 pounds is required. May require bending/stooping/crawling/climbing. May require the use of Personal Protection equipment and proper industry safety procedures when working with one or more dangerous element or conditions such as chemicals, electric currents or high voltage, moving mechanical parts, radiation, etc. Occasional overnight travel to TEL factory, training facilities and customer locations may be required. Equal Opportunity Employer/Minorities/Females/Disabled/Veterans