IT Support Technician II

Your Role at a Glance

The IT Support Technician is responsible for providing Tier 1 support for technical inquiries received via Mastercam phone, email, ticketing and messaging applications. In this role, you will assess the nature of problems and resolve first level support issues by troubleshooting software and hardware issues on laptops, desktops, tablets, and/or smartphones, logging or recording support tickets and/or cases, working in a support capacity to resolve these issues, or to elevate them as needed within the IT team.

This is an independent contributor position which requires independent decision-making and a pro‑active approach to time management and problem solving, often with little oversight or supervision, to be successful.

* Must be located in the pacific time zone*

How You'll Drive Success

• First point of contact to troubleshoot and resolve hardware and software performance and general PC, network, and printer problems.
• Analyze user related matters and identify solutions based on the latest industry best practices.
• Communicate with end users on latest status related to their individual issue.
• Escalate unresolved issues to the next level of support, ensuring the issue becomes resolved for the end user.
• Support mobile devices using a Mobile Device Solution.

• Using ticketing software, perform and document tickets and report on organization trends.
• Properly document known workarounds and/or issues related to technology.

• Act as point of contact for hardware vendors where hardware repair will be necessary.
• Responsible for maintaining asset management of hardware and software.
• Oversee the deployment of end user devices.
• Assist with new user setup and onboarding.

• Work with rest of Information Technology team on any feedback or general observations related to technology.
• Make recommendations on hardware and software purchases relevant to technology changes.
• Assist with Information Technology projects as directed.
• Assist other members of the IT Team and/or perform other duties as needed or required.

The Talents We're Seeking

• High School Diploma Required. Bachelor of Science degree in Computer Science or equivalent is preferred.
• 4-5 years of relevant work experience required in a technology support capacity (troubleshooting computers, setting up hardware and installing software, maintaining and repairing hardware).
• Knowledge of information technology engineering methods and technologies for IT infrastructure, web, mobility, and WAN and LAN networking.
• Knowledge of researching and analyzing information security technologies and processes to meet complex business needs.
• Experience with Microsoft technology stack including Microsoft 365, Office, Windows, Teams, Active Directory, Intune, Entra  Azure.
• Analytical Reasoning Ability to apply research methodologies and statistical analysis to solve problems.
• Ability to support end users globally using remote support technologies.
• Data collection and reporting experience. Ability to synthesize and analyze complex data, information and evidence in order to draw meaningful conclusions.

• Above average communication skills, both written and verbal, with the ability to provide accurate and timely information in a succinct and easy to understand manner.
• Proven time management skills and a track record of working in a team environment successfully supporting others.
• Well‑organized, attention to detail and able to multi‑task.
• Conflict resolution and active listening skills.

Who We Are

At Mastercam, we do not just keep pace with manufacturing—we set the pace. For over 40 years, we have been the name behind the breakthroughs, the partner for those who refuse to settle. When the industry says "too complex," we say, "challenge accepted."

We are more than software. We are a movement of makers, innovators, and problem‑solvers driving transformation across the globe.

Backed by a network of 400 Channel Partners and a thriving developer community, Mastercam delivers the tools and…