IT Specialist I

At Thorlabs, we design and manufacture components, instruments, and systems that transform the world by identifying, enabling, and accelerating key photonics (i.e., light-based) technologies. Backed by a dedicated workforce of more than 3,000 employees worldwide, Thorlabs contributes to cutting-edge research and real-world innovation. Whether you're early in your career or bringing years of experience, you’ll find opportunities to grow, take ownership, and make meaningful contributions from day one.

We know every employee brings unique talents and perspectives that fuel our success, and we seek driven individuals who are excited to make an impact in a fun, fast-moving culture. The IT Specialist I is responsible for supporting the IT services to end user and production needs. IT services include Endpoints, Cloud services and applications, Printing, Audio/Video, Collaboration, phones, and network connectivity.

The position is responsible for supporting the end users and production needs using the Information Technology Service Management (ITSM) system for documentation and maintaining Service Level agreements (SLA’s). The position will assist our IT Network, Cloud services, Systems and Database teams, as well as other IT operations to plan, implement and support IT services. Although the location of the position is in Newton, NJ, from time to time it may be required to undertake duties at other Thorlabs locations.

Essential Job Functions include the following, but are not limited to:
Process and prioritize incoming service requests and troubleshoot basic to intermediate service requests including all network connectivity, cloud services and applications, printing, scanning, phone, and endpoint equipment as presented thru the Halo ITSM system. Assist in deployment, maintenance, and support of end point operating systems: hardware, applications, and software. Log all service request communications and resolutions thoroughly in the ITSM system to provide detailed documentation.

Collaborate with Inventory and procurement team to follow policies and procedures on repairs, replacements, and upgrades. Assist the teams to make sure the endpoint devices are updated and in compliance. Assist the users with software / security related enquiries. Monitor and maintain all audio and visual IT equipment, printers, scanners, and endpoints. Assist with the configuration, deployment, and troubleshooting of company approved software.

Assist with on-boarding and training of the new hires on IT resource use and security policies. Partner with Team Lead to review and escalate tickets as required to next level support. Assist and develop the IT knowledge base by documenting new technology and checking for accuracy on existing technology. Participate in technology team meetings and provide content on continuous improvement.

In addition to the essential functions and duties listed above, all positions are also responsible for:
Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that is in compliance with all Company policies and procedures. Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments. The Company retains the right to change or assign other duties to this position.

Physical

Activities:

The employee is occasionally required to stoop, kneel, crouch, climb or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move up to 50 pounds. Requirements Qualifications U.S. Person
• Ability to work on ITAR-related projects.

Experience:

1-3 years of experience in a similar role preferred.

Education:

Associate degree in Computer/IT fields or equivalent experience. Industry certifications are a Plus. Specialized Knowledge and

Skills:

Excellent customer service and stake holder management skills

Experience with ITSM system management and escalation.

Experience with reporting and analysis of incidents, problems, and requests.

Experience with Networking, Audio/Visual IT equipment, printing, scanning, and Active…