Desktop Support Technician

Introduction to the Job:

ASML US brings together the most creative minds in science and technology to develop lithography machines that are key to producing faster, cheaper, more energy-efficient microchips. We design, develop, integrate, market and service these advanced machines, which enable our customers - the world's leading chipmakers - to reduce the size and increase the functionality of their microchips, which in turn leads to smaller, more powerful consumer electronics. Our headquarters are in Veldhoven, the Netherlands, and we have 18 office locations around the United States including main offices in Chandler, Arizona, San Jose and San Diego, California, Wilton, Connecticut, and Hillsboro, Oregon.

This individual will work as part of a team of infrastructure specialists, focusing on the design and implementation of technical solutions of infrastructure products in support of customer needs (in- and outside of IT). They will Execute standard technical tasks within a range of well-defined procedures and practices and with supervision on progress and results. Works mainly for service providers. Deliver and maintain IT infrastructure services for ASML. Contributes to infrastructure services according to agreed scope and timelines in collaboration with involved third parties.

Roles and Responsibilities:

• Able to demonstrate leadership skills and take ownership of customer issues reported and provide escalation as deemed appropriate to ensure management awareness of severe problems or calls that are exceeding documented target resolution times
• Strong computer skills needed to research, diagnose, troubleshoot, and identify solutions to customer issues.
• Willingness to comply with standard procedures for proper handoff of unresolvable issues to the appropriate internal teams in order to maximize customer satisfaction.
• Commitment to documenting knowledge in the form of knowledge base tech notes and articles.
• Exceptional customer service skills and excellent communication skills to provide prompt and accurate feedback to customers in a professional manner.
• Assists with the installation, configuration, and ongoing usability of desktop computers, laptops, peripheral equipment, and software within established standards and guidelines.
• Follows all IT standard processes and procedures along with monitoring license compliance.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Logs all customer requests and updates calls utilizing the designated call handling and tracking system.
• Provides Helpdesk, Deskside and Walkup hardware and software support as needed.
• Provides support of 7/24 Global Support process by serving as tier 1 first point of contact and owner of problem/incident.
• Provides general knowledge of all Customer standard products as defined per engagement.
• Participates in Support meetings for process and computing support improvement.
• Other duties as assigned.

Education and Experience:

* High School diploma, Bachelor's degree or equivalent experience.

* Microsoft/A or Networking Certification a plus.

* Proficiency in network communications, MS Office, O365 and Windows.

* Minimum 2 years of experience in a technical support/helpdesk, high profile customer service environment.

* Experience in the use and support of imaging, remote access and knowledge of phone system support is required.

Skills:

* Strong experience in the use of IT related software and hardware, printers, and using Helpdesk software.

* Strong knowledge and experience with computers and Windows operating systems.

* Experience with computer build out and setup; imaging, application installs and configuration.

* Must possess a strong customer-centered philosophy.

* A solid understanding of PC compatible hardware.

* Excellent written and verbal communication skills.

* Experience in diagnosing problems with computer hardware and software with the ability to apply solutions to the problems.

Other information:

This position is located on-site in Wilton, CT. It requires onsite presence to attend in-person work-related events, training courses and meetings and to further ensure teamwork, collaboration, and innovation."

Role within Office

Responsibilities:

• Routinely required to sit; walk; talk; hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, reach, and stretch. Occasionally required to move around the campus.
• Occasionally lift and/or move up to 20 pounds.
• May require travel (specify domestic and/or international) dependent on business needs.
• Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Additional Responsibilities:

There is potential for exposure to strong magnetic fields, high voltage and currents.

ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that inclusion and diversity is a driving force in the success of our company.

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ASML provides reasonable accommodations to applicants for ASML employment and ASML employees with disabilities. An accommodation is a change in work rules, facilities, or conditions which enable an individual with a disability to apply for a job, perform the essential functions of a job, and/or enjoy equal access to the benefits and privileges of employment. If you are in need of an accommodation to complete an application, participate in an interview, or otherwise participate in the employee pre-selection process, please send an email to USHR_Accommodation@asml.com to initiate the company's reasonable accommodation process.

Please note: This email address is solely intended to provide a method for applicants to initiate ASML's process to request accommodation(s). Any recruitment questions should be directed to the designated Talent Acquisition member for the position.