Service Desk Technician II

Responsibilities

• Provide IT user support using standard screens, scripts, reference guides, and procedures with ongoing training to deepen skillset.
• Interview users to collect information about problems and lead them through diagnostic procedures to determine source of error.
• Image PCs, installs software, and peripheral equipment.
• Provides first‑level network administration support (create user accounts, assists in file restores, maintain passwords, increase user space, and provide rights to some areas).
• Update assigned tickets with the latest status and continuously communicate to necessary parties, including providing follow‑up to the user on the status of the problem until resolution.
• Escalate incidents and service requests to next‑level support if the issue cannot be resolved.
• Work to incident response and resolution targets in an information technology service management (ITSM) environment with service level agreements (SLAs).

• 5 years of experience in IT support or an associate degree or college diploma in process. Undergraduate degree preferred.
• Minimum two years of applied IT support/IT service desk experience.
• Knowledge of standard business desktop software and hardware.
• Ability to troubleshoot and resolve technical support questions of customers in a professional manner.
• Experience with PC or network administration.
• Monitor an email contact inbox and ticketing system for incoming work.
• Experience in working with customers in a customer support role over the phone.
• Strong communication skills, both verbal and written.
• Someone who thrives in a team atmosphere and can keep their composure when work volume surges.
• Preferred:
  Experience with troubleshooting in a Windows environment.
• Self‑motivated and well organized; possesses both the initiative to work individually and contributes appropriately to working as part of a team (e.g., interpersonal skills, communication, rapport with others, productivity).
• Ability to effectively prioritize tasks and perform well under pressure.

U.S. Person – The selection of the person to be hired for this position is contingent on the candidate having export compliance eligibility for access to U.S. controlled technology, which falls under U.S. Department of State, International Traffic in Arms Regulations (ITAR) and U.S. Department of Commerce, Export Administration Regulations (EAR). The candidate selected will qualify as either a U.S. citizen, a U.S. National, a lawful permanent resident of the U.S., a person admitted into the U.S. as an asylee or refugee, a national of a country that is not prohibited from having access to U.S. controlled technology (via a letter of assurance), or a person approved for an export license by the governing agency whose technology comes under its jurisdiction.

Any job offer that requires approval of an export license will be conditional on Materion’s determination that it can obtain an export license within a timeframe consistent with Materion’s business requirements.