IT Site Support Technician II-2

Moog is a performance culture that empowers people to achieve great things. Our people enjoy solving interesting technical challenges in a culture where everyone trusts each other to do the right thing. For you, working with us can mean deeper job satisfaction, better rewards, and a great quality of life inside and outside of work.

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Reporting To:

Work Schedule:

Diagnose, research, and resolve routine end-user IT issues.
Provide guidance and explain policies and procedures to end-users.
Troubleshoot end-user PC, network, printing, and application issues.
Deployment of PC equipment and accessories
Installation and support of endpoint software
Conference Room technology diagnosis and support
Escalation of issues to appropriate team after troubleshooting and documenting progress in the
ITSM tool
Provide on demand support to users with immediate needs at any of our Tech bars.
Analyze, research, and troubleshoot server or network issues.
Train end-users on new technology or procedures
Assist in the identification, monitoring, and replacement of end-user and infrastructure equipment.
Provide diagnostic support for site-specific Operational Technology (OT) equipment, with guidance
from OT specialists.
Liaise with IT resolver teams to drive resolution of critical technology issues.
May travel to provide on-site support within assigned region.

Provide onsite smart hands support for Server and Network related issues.
Complete detailed documentation within the IT service management system; incidents and
requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved.
Attend in-person meetings, appointments with end users to analyze, troubleshoot and diagnose hardware problems.

3-4 years of proven experience in a customer support position involving technical knowledge of a company s products, services, and IT systems.
Disciplined, systematic problem-solving skills required.
Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
Experience working in and assisting others through IT service management tools such as
ServiceNow as well as remote support tools such as Bomgar, SCCM, or others.
Experience working with different operating systems including Windows and Mac OS
Demonstrated polish in written and verbal communication as well as strong interpersonal skills
when communicating with customers and clients.
Experience installing and configuring computer hardware, operating systems and software applications.
Bachelor s degree in computer science, management information systems, or related field.
In lieu of a degree, a combination of 7 years of experience in an IT support role and education is acceptable.
Industry certifications (preferred) Windows 7/10, CompTIA A+, CompTIA Net+, ITILv4 Foundation, Dell Proven Professional.