IT Desktop Support Technician
: Job Details :

Aspen Aerogels is a rapidly growing aerogel technology company founded in 2001 to capitalize on patented advances in aerogel manufacturing. Aspen's extensive portfolio of proprietary aerogel products are manufactured at scale and sold worldwide in the Electric Vehicle, Energy Infrastructure, and Sustainable Building Materials industries. Aspen is a Tier 1/2 Automotive supplier of PyroThin thermal barriers, our Pyrogel and Cryogel products are used by virtually all leading petrochemical and refining company across more than 50 countries, and we are developing energy storage materials for lithium ion batteries based on our carbon aerogel technology platform. We're on a mission to build a world-class organization as we continue to grow our energy infrastructure business and expand to meet demand for new technologies in the rapidly growing Electric Vehicle sector over the next decade. We're looking for great talent to join our team.

We are looking for a motivated IT Desktop Support Technician striving to address the needs of our users. Work will include onsite and remote support ranging from troubleshooting technical issues, hardware setup, networking, printing issues, system builds and configurations, etc. The Desktop Support Technician will demonstrate comprehensive support skills in the areas of operating systems (Windows 10, iOs) Microsoft Office 365, common applications, system and peripheral network connectivity, as well as mobile device - MDM (iPhone) support. The ideal candidate will be well organized and display strong multi-tasking abilities.

DUTIES AND RESPONSIBILITIES:

* Resolve tickets via support ticketing system

* Work directly with users & other IT colleagues to diagnose and resolve technical issues while providing excellent customer service during all interactions.

* Administer and troubleshoot network printers, file share mappings, and NTFS security permissions.

* Comprehensive Windows OS troubleshooting skills required.

* OneDrive and Sharepoint configuration (sharing and setup)

* Microsoft InTune management for PC and iOS device management.

* OS Deployment using ManageEngine.

* Process and work service requests in a timely fashion to include recognition, research, isolation, resolution, and follow up.

* Document, track, and monitor problems while driving every issue to ensure a timely resolution.

* Effectively multi-task in a fast-paced environment

* Provide support for end users covering a wide variety of issues

* Respond to occasional support calls after business hours

* Performs other related duties as assigned by management.

* Adopt and follow Aspen's core values of Safety, Quality, Integrity, Teamwork, Customer and Innovation on both a personal and professional level.

SUPERVISORY RESPONSIBILITIES:

* This job has no supervisory responsibilities.

QUALIFICATIONS:

* Associate's Degree (AA) or equivalent from a two-year college or technical school, or equivalent combination of education and experience.

* 3+ years prior helpdesk support (on-premise and remote support)

* Certificates, licenses and registrations required: CompTIA A+ preferred

* Computer skills required:

* Other skills required:

* CompTIA A+ or Microsoft MCP in current desktop operating systems

* Troubleshooting skills and techniques applied to diagnosing TCP/IP networking issues

* Knowledge in addressing DNS and DHCP issues and configurations

* Knowledge of setting up VPN, RDP and other remote technologies for desktops

* Experience installing, supporting, and troubleshooting business critical client-server applications on Windows desktop systems

* Knowledge and experience administering Microsoft Active Directory and Group Policy

* Knowledge and experience administering Office-365 cloud environments

* Thorough knowledge of desktop application (Office, Outlook, Antivirus, etc.)

* Knowledge of setting up handheld smart devices in a network environment - iPhone

* Knowledge of network printing

* Ability to independently diagnose and resolve challenging technical issues

* Ability to keep up to date with current and future technologies

COMPETENCIES:

* Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

* Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

* Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

* Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

* Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

* Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

* Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

* Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

* Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

* Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

* Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

* Frequently required to stand

* Frequently required to walk

* Occasionally required to sit

* Frequently required to utilize hand and finger dexterity

* Occasionally required to climb, balance, bend, stoop, kneel or crawl

* Occasionally exposed to wet and/or humid conditions (non-weather)

* Occasionally works near moving mechanical parts

* Occasionally works around fumes, airborne particles, or toxic chemicals

* Occasionally exposed to outside weather conditions

* Occasionally exposed to extreme heat or cold (non-weather)

* While performing the duties of this job, the noise level in the work environment is usually loud

* The employee must occasionally lift and/or move more than __5lbs__ pounds / frequently lift and/or move up to __50lbs_ pounds / continually lift and/or move up to __50lbs__ pounds.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.