Desktop Support PPD L2

L2

Key responsibilities:

• Manage user incidents routed from the Service Desk, or escalate where appropriate, ensuring high quality service and timely response
• Manufacturing and lab tool support, including assisting with the configuration of new tool PCs and resolving networking issues, working in clean room environment when needed
• Provide first and second level support. Support L1 technicians, including providing guidance and serving as an escalation point
• Regularly add to knowledge base, by documenting and sharing solutions
• Assist with additional projects outside of regular daily tasks, as directed by host and/or team leads
• Troubleshooting all hardware and accessories issues (ie desktops, laptops, monitors, keyboard/mice, printers, mobile devices, A/V equipment)
• Advanced Micron issued mobile phone and tablet support, utilizing Intune, Duo, and applying specific configurations of tablets and mobile devices for individual department needs
• Troubleshooting advanced L2 level software issues, including installation issues. Be familiar with working through common errors and exit codes
• Creating and maintaining printer queues on the printer servers, including updating printer info into the database
• Setting up network Physical Layer and other network layer items to support tool installs
• Troubleshooting, re/loading scan guns and sending them out for warranty work
• Deploying desktops and laptops, monitors and other equipment and software to end users at Micron
• Replacement and upgrade of consumer replaceable parts (ie hard drives, memory, graphic cards)
• Troubleshooting basic network issues, activating ports, VPN connections, making basic configurations on switches
• Active Directory administration
• Creating static IP addresses for users and machines
• Domain and other trust issue support on the client side

Role requirements:

• Assist on a diverse range of support issues requiring ability to identify, evaluate and resolve issues
• Team oriented - able to work in, and contribute to, cross functional teams
• Proactive and self-motivated approach, able to work independently or with team members
• Strong time management skills, ability to prioritize and organize a demanding workload and adapt as needed
• Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner
• Excellent communication skills (both written and verbal). Ability to relate with users and explain technical issues in a simple manner
• Able to learn new applications and become familiar with new hardware quickly, committed to keeping knowledge and skills up to date

Education and Experience:

• 3-5 years or more providing end-user technical support preferred
• A+ Certification preferred
• Detailed knowledge of the following technologies:
• Active Directory
• Windows XP, 7, and 10
• Knowledge of anti-virus / anti-malware programs
• Microsoft Office suite
• Building / imaging computers
• Wiring / Cabling
• Network technologies
• Installation and support of wide range of peripherals