IT Support Technician II

Here at Mastercam, we fully embrace remote work and believe you work best, where you feel most comfortable. Whether you work in our CT headquarters or from the comfort of your home office, we provide the optimal setup for success. Growth and development are a top priority and we wholeheartedly believe in investing in your future to help you achieve your career goals. If you have a passion for... your work, an inquisitive nature, and a pride in exceeding the expectations others have set for you – then Mastercam may just be the place you have been looking for. Position Overview: The IT Support Technician is responsible for providing Tier 1 support for technical inquiries received via Mastercam phone, email, ticketing and messaging applications. In this role, you will assess the nature of problems and resolve first level support issues by troubleshooting software and hardware issues on laptops, desktops, tablets, and smartphones, logging or recording support tickets and cases, working in a support capacity to resolve these issues, or to escalate them as needed within the IT team. This is an independent contributor position which requires independent decision-making and a pro-active approach to time management and problem solving, often with little oversight or supervision, to be successful. Essential Duties & Responsibilities: First point of contact to troubleshoot and resolve hardware and software performance and general PC, network, and printer problems. Using ticketing software, perform and document tickets and report on organization trends. Escalate unresolved issues to the next level of support, ensuring the issue becomes resolved for the end user. Properly document known workarounds and/or issues related to technology. Communicate with end users on latest status related to their individual issue. Act as point of contact for hardware vendors where hardware repair will be necessary. Analyze user related matters and identify solutions based on the latest industry best practices. Responsible for maintaining asset management of hardware and software. Oversee the deployment of end user devices. Assist with new user setup and onboarding. Work with rest of Information Technology team on any feedback or general observations related to technology. Make recommendations on hardware and software purchases relevant to technology changes. Assist with Information Technology projects as directed. Support mobile devices using a Mobile Device Solution. Assist other members of the IT Team and/or perform other duties as needed or required. Minimum Requirements & Qualifications: High School Diploma Required. Bachelor of Science degree in Computer Science or equivalent is preferred. 4+ years of relevant work experience required in a technology support capacity (troubleshooting computers, setting up hardware and installing software, maintaining and repairing hardware). Knowledge of information technology engineering methods and technologies for IT infrastructure, web, mobility, and WAN and LAN networking. Knowledge of researching and analyzing information security technologies and processes to meet complex business needs. Experience with Microsoft technology stack including, Office, Windows, Teams, Active Directory, Intune and Azure. Analytical Reasoning – Ability to apply research methodologies and statistical analysis to solve problems. Ability to support end users globally using remote support technologies. Data collection and reporting experience. Ability to synthesize and analyze complex data, information and evidence in order to draw meaningful conclusions. Above average communication skills, both written and verbal, with the ability to provide accurate and timely information in a succinct and easy to understand manner. Proven time management skills and a track record of working in a team environment successfully supporting others. Well-organized, attention to detail and able to multi-task. Conflict resolution and active listening skills. Company Introduction: Our mission is to create software and services that solve the world’s manufacturing challenges. Our software, Mastercam, is the most widely used CAM software in the world. Headquartered in Tolland, CT, we are a culture that embraces remote work, with a growing global team spanning two continents: Europe and North America. As the industry leader, we strive to innovate, and we partner with our resellers and customers to make the impossible, well, possible. Mastercam is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, alienage or citizenship status, sex, sexual orientation, gender identity or expression, transgendered status, partnership status, caregiver status, age, ancestry, physical, intellectual, learning or mental disability, pregnancy, childbirth or related condition, genetic information, medical condition including medical characteristics, marital or civil union status, familial status, veteran or military status , use of tobacco or other lawful products off premises and during non-working hours, or any other classification protected by applicable local, state or federal laws. EOE/M/F/Vet/Disabled are encouraged to apply. We are an E-Verify Employer Apply Job!