Job Summary

onsemi is seeking a self-driven, motivated, technical but customer savvy professional to join our Desks side team.\\\\r\\\\nAs a Desk Side Support Technician there will be opportunities to work with hardware and software to assist the business while ensuring optimum functionality. There will be work with the local and global teams on various assignments and projects. This role allows for a high level of exposure to different cultures, and internal organizations requiring adaptability and strong soft skills.\\\\r\\\\nThe Desk Side Support Technician role is fast-paced. Technicians to ensure end users can accomplish business tasks by receiving, prioritizing, documenting, and actively resolving end user help request and incident issue tickets. DSS technicians must have a comprehensive understanding of computer hardware and software. In addition, they must possess excellent communication skills in order to assist computer users.\\\\r\\\\nPerformance Objectives\\\\r\\\\n \\\\r\\\\nThe successful candidate will have the opportunity to:\\\\r\\\\n• Follow standard DSS procedures.\\\\r\\\\n• Provide courteous customer support to users through phone, walk in, and ticket requests.\\\\r\\\\n• Troubleshoot and resolve system problems to minimize downtime\\\\r\\\\n• Log all interactions, track and route issues and requests and document resolutions.\\\\r\\\\n• Monitor all open tickets to ensure prompt closure and resolution.\\\\r\\\\n• Identify and escalate situations requiring urgent attention.\\\\r\\\\n• Ensure new users have access to the tools and resources required for their roles on day 1.\\\\r\\\\n• Escalate tier 2 and 3 issues to the appropriate team(s).\\\\r\\\\n• Troubleshoot and resolve network issues to maintain uptime\\\\r\\\\n• Install, configure, maintain, upgrade, and troubleshoot a wide range of hardware and software used in the company.\\\\r\\\\n• Research inquiries using available information resources.\\\\r\\\\n• Advise users on appropriate action.\\\\r\\\\n• Gather metrics on daily/weekly/monthly requests and work.\\\\r\\\\n• Replace systems (laptop, desktop, and mobile).\\\\r\\\\n• Purchase new systems and accessories and log data into asset inventory system or appropriate records while managing local inventory of IT related equipment. Image new systems using automated technologies (such as SCCM, etc.) and update with needed drivers and patches.\\\\r\\\\n• Deploy and maintain smartphone fleet.\\\\r\\\\n• Maintain loaner devices.\\\\r\\\\n• Maintain Asset inventory.\\\\r\\\\n• Set up new hardware, including servers, workstations, and peripheral devices.\\\\r\\\\n• Assist off site contractors with hardware maintenance.\\\\r\\\\n• Travel between sites to provide support as needed. (locally and within the US).\\\\r\\\\n• Install, configure and support software. Data Center operation support. Provide assistance to other towers. Assist with acquired company integration.\\\\r\\\\n• Ensure network file systems are correctly configured and accessible to authorized users\\\\r\\\\nQualifications - External\\\\r\\\\nRequirements\\\\r\\\\n• Minimum Bachelor Degree; with a technical major, such as engineering or computer science OR 3+years of experience in Help Desk or Desk Side Support positions with a high school diploma.\\\\r\\\\n• Experience with Cleanroom protocols and procedure (preferred)\\\\r\\\\n• Should have basic understanding of ITSM\\\\r\\\\n• Must have worked in a factory environment\\\\r\\\\n• Should have known about SLA and Ticketing tool.\\\\r\\\\n\\\\r\\\\nTechnical skills:\\\\r\\\\n• Experience with IT infrastructure area support - DSS, Multiple Workstation OS (Window, Mac), Multiple Mobile OS (Android, iOS), Networking, Printing Services, Teams etc.\\\\r\\\\n• Experience with one or more of the following is a plus: Active Director

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning, identification of EN business opportunities.
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements

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Other Requirements

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