IT Client Services Support Technician

Primary Duties & Responsibilities

• Install, configure, maintain, optimize, relocate, and deploy desktop and notebook computers, mobile devices, printers, and other peripherals.
• Diagnose and resolve hardware, software, performance, Wi-Fi, network connectivity, and printing issues.
• Perform basic break/fix maintenance and repairs for printers, desktops, laptops, and related equipment both onsite and remotely.
• Troubleshoot and resolve viruses, malware, and spyware issues in accordance with company procedures.
• Monitor and maintain the IT service management system, ensuring tickets are accurately documented, resolved, or escalated within established SLAs.
• Coordinate and respond to IT incidents and service requests from multiple locations.
• Maintain accurate inventory records for laptops, desktops, mobile devices, printers, and other IT equipment.
• Schedule, process, and maintain e-waste in accordance with company policies.
• Comply with corporate IT policies, standards, procedures, and security requirements.
• Collaborate with Network Operations, Systems, Operations, Enterprise Applications, and other IT teams to support onsite requests and business requirements.
• Communicate professionally with users, demonstrate urgency, empathy, and a customer-focused approach.
• Prioritize assignments while managing multiple tickets, projects, and competing deadlines.
• Provide support at various company locations as needed.
• Work effectively both independently and as part of a team.
• Adapt quickly to changing priorities, technologies, and business requirements.
• Travel occasionally to other locations as required.
• Maintain excellent verbal and written communication.

Education & Experience

• Two to four years of experience in IT support or a related technical role.
• Associate or bachelor’s degree in information technology, Computer Science, or a related field preferred.
• Relevant IT certifications are a plus.
• Intermediate understanding of Windows Active Directory, Group Policy, DNS, DHCP, RDP, printing, user accounts, distribution lists, and security groups.
• Familiarity with antivirus and endpoint security applications, VPN technologies, and wireless networks.
• Working knowledge of Windows operating systems and Microsoft 365 applications.
• Experience using remote management and remote support tools.
• Experience using an ITSM platform, including opening, updating, resolving, and closing tickets while maintaining SLA requirements.
• Ability to coordinate with vendors and follow up on vendor-related requests and tickets.
• Understanding multifunction printers and enterprise printing solutions.
• Ability to troubleshoot and resolve basic network connectivity issues.

Skills

• Strong customer service, active listening, and interpersonal skills.
• Ability to communicate effectively with technical and nontechnical users.
• Demonstrated problem-solving, analytical, and critical-thinking skills.
• Ability to prioritize work and manage multiple assignments.
• Professionalism, enthusiasm, responsiveness, and a strong sense of urgency.
• Ability to work effectively in a team environment and independently.

Working Conditions

• May require standing and walking for extended periods, including up to eight hours per day.
• Ability to work in both standard office environments and controlled or clean-room environments.
• Must maintain an appropriate remote workspace when working remotely.
• Willingness to travel to provide hands-on support as needed.
• Willingness to work outside core business hours to support global collaboration and business requirements.

Physical Requirements

• Ability to lift, move, and handle standard IT equipment and supplies, including desktop computers, laptops, monitors, printers, and related hardware.

Safety Requirements

All employees are required to follow the site EHS procedures and Coherent Corp. Corporate EHS standards.

Quality and Environmental Responsibilities

Depending on location, this position may be responsible for the execution and maintenance of the ISO 9000, 9001, 14001 and/or other applicable standards that may apply to the relevant roles and responsibilities within the Quality Management System and Environmental Management System.

Culture Commitment

Ensure adherence to company’s values (ICARE) in all aspects of your position at Coherent Corp.:

Integrity - Create an Environment of Trust

Collaboration - Innovate Through the Sharing of Ideas

Accountability - Own the Process and the Outcome

Respect - Recognize the Value in Everyone

Enthusiasm - Find a Sense of Purpose in Work

Coherent Corp. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you need assistance or an accommodation due to a disability, you may contact us at [email protected].