Job Description
As a leader in the electronics industry, TDK Corporation of America offers everything from electronic components, materials and power supplies to factory automation systems, anechoic chambers, test systems and more. TDK is committed to technical excellence, steady growth and personal development. We value quality, customer service, positive attitudes, continuous improvement, and initiative! We provide competitive salaries and an excellent benefits package that includes medical, dental, life and disability insurance. We also offer a 401K plan with company match, a pension plan, paid time off, and more. TDK Corporation of America is an Equal Opportunity Employer.
POSITION SUMMARY
As the first contact for support, the Technician, End Use Support, represents the face of IT and shows users how professional and committed our department is and how important we deem our users to be. As the IT representative working directly with users, you must be able to communicate effectively, solve basic technical problems and provide support for all assigned areas. You must be customer-oriented and patient to help guide our users through the entire life cycle of the support ticket until its final conclusion.
This role will provide technical support for incoming queries and issues submitted in person, phone, or via e-mail using the IT ticketing system. You will filter support calls and provide basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 3 support when necessary. You will gather and analyze information about the user’s issue and determine the best way to resolve their problem. You will manage the ticket from start to finish, keeping the user updated on the status until closure and follow up to confirm closure with the user.
This position is specifically targeted for providing end user support to critical users on the West Coast who may work through to 6:00 pm Pacific Time. Support requests may be submitted via the Help Desk System or Help Desk Support Number. The work hours specified are explicitly defined and required for this position. As the position is located within the West Coast TDK Warehouse, priority on site IT Operational support will be required for Warehouse Operations. Travel between other TDK locations is expected, especially for West Coast locations.
ESSENTIAL FUNCTIONS
End User Support – 100%
· Provide technical support for incoming queries and issues submitted in person, phone, or via e-mail using the MIS ticketing system.
· Filter support calls and provide basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, web meeting support, and ticket routing.
· Gather and analyze information regarding the support request to provide a solution using available FAQ, KB Articles, procedures, and technical documents. Update or create such documentation as solutions are determined.
· Escalate tickets to Level 3 support as needed and provide the initial analysis and facts gathered for Level 3 to continue the support.
· Set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom), and follow up with Level 2/3 on escalated tickets until ticket closure. Follow up with the user to confirm closure of the ticket.
· Provide support for new hires, terminations, and end user training.
· Provide priority IT operational support for Warehouse IT Operations.
POSITION QUALIFICATIONS
Competency Statement(s)
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Accuracy - Ability to perform work accurately and thoroughly.
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Adaptability - Ability to adapt to change in the workplace.
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Analytical Skills - Ability to use thinking and reasoning to solve a problem.
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Communication, Oral - Ability to communicate effectively with others using the spoken word.
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Communication, Written - Ability to communicate ideas in both technical and user-friendly language in writing clearly and concisely.
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Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
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Decision Making - Ability to make critical decisions while following company procedures.
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Detail Oriented - Ability to pay attention to the minute details of a project or task.
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Organized - Possessing the trait of being organized or following a systematic method of performing a task.
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Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous.
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Technical Aptitude - Ability to comprehend technical topics and specialized information.
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Time Management - Ability to utilize the available time to organize, prioritize, and complete work within given deadlines.
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Working Under Pressure - Ability to prioritize and complete assigned tasks under stressful situations.
SKILLS & ABILITIES
Education:
Associate's Degree (two year college or technical school): Required
Experience:
· 3 years (minimum) of help desk support experience: Required
· ITIL experience is a Plus
Computer Skills:
· Basic troubleshooting and support of PC hardware, printers, copiers, and mobile devices (iOS, Android).
· Client PC connectivity and troubleshooting – Ethernet, TCP/IP, and VPN
· Familiar with basic command line network troubleshooting.
· Troubleshoot hardware and software problems both remotely and in person.
· Basic troubleshooting of home networks is required.
· Support for conference room audio and video equipment is a Plus.
· Knowledge of VMware Horizon, Notes, Cisco Phones, and SAP is a Plus.
· Proficiency with Office 365, Microsoft Teams, and WebEx is required.
Certifications &
Licenses:
Technical certifications are a plus
Other Requirements:
Proficiency in English. Proficiency in Japanese or German is a plus.
The actual salary offered will be based on a number of factors including but not limited to the qualifications of the applicant, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job.
Job Type: Full-time
Pay: $72,000.00 - $75,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Experience level:
Schedule:
Ability to commute/relocate:
- Cypress, CA: Reliably commute or planning to relocate before starting work (Required)
Education:
Experience:
- Help desk: 3 years (Required)
Work Location: In person
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