Client Services Level 1 Technician​/IT Support Technician Level 1

Overview

TTM Technologies, Inc.

- Publicly Traded US Company, NASDAQ (TTMI) - Top-5 Global Printed Circuit Board Manufacturer

TTM Technologies, Inc. is a leading global manufacturer of technology products, including mission systems, RF components, RF microwave/microelectronic assemblies, and printed circuit boards (PCBs). TTM stands for time-to-market, representing how TTM's time-critical design, engineering and manufacturing services enable customers to reduce the time required to develop new products and bring them to market. Additional information can be found at

The Client Services Level 1 Technician serves as the first point of contact for end-user technical support, providing timely and professional assistance with hardware, software, and network-related issues. This role is responsible for troubleshooting and resolving Level 1 incidents, escalating complex issues appropriately, and ensuring exceptional customer service. The ideal candidate will demonstrate strong technical aptitude, excellent communication skills, and a customer-focused approach to IT support.

• Help Desk Support (40%)
• Call Center Operations:
  Provide first-line technical support via phone, email, and ticketing system for company users
• Create and log all support requests in the ticketing system with accurate and complete information
• Perform initial problem diagnosis and guide users through step-by-step troubleshooting solutions
• Resolve Level 1 end-user issues including password resets, account unlocks, and basic application support
• Clearly communicate technical solutions to end-users in a user-friendly, professional manner
• Escalate more complex issues to Level 2 support or appropriate team members following established procedures
• Provide one-on-one end-user training and guidance as needed
• Contribute to knowledge base by documenting solutions and creating FAQ materials
• Meet or exceed Help Desk service level agreements (SLAs) and performance metrics

• Account Administration & User Management (30%)
• Perform Active Directory user account maintenance (password resets, account unlocks, group membership)
• Assist with new hire account provisioning and termination processing
• Support VoIP phone system user administration and troubleshooting
• Assist users with mobile device management (Air Watch/MDM) for iPhone and Android activations
• Support Web Ex Meeting Suite and other collaboration tools
• Maintain user access according to established security policies and procedures

• Desktop & Laptop Support (20%)
• Hardware Support:
  Install, configure, and set up end-user PC and laptop hardware, software, and peripherals
• Diagnose and resolve hardware issues including desktops, laptops, monitors, keyboards, mice, and docking stations
• Perform basic hardware repairs for equipment not covered by vendor maintenance agreements
• Coordinate timely repair of equipment covered by third-party vendor maintenance agreements
• Lift and move equipment up to 50 lbs. (with assistance for heavier items)
• Order, tag, deliver, and deploy new equipment following asset management procedures

• Software Support
• Install and troubleshoot Microsoft Office (365, 2019, 2016) and other approved desktop applications
• Resolve software installation, configuration, and performance issues
• Assist with application updates and patches
• Support business-critical applications including Oracle, Java-based applications, and web browsers

• Printing Support
• Diagnose and resolve network and local printer issues
• Install and configure printer drivers
• Assist with printer setup and connection troubleshooting

• Network & Connectivity Support (10%)
• Troubleshoot basic network connectivity issues (wired and wireless)
• Assist users with VPN connectivity and remote access issues
• Resolve email, internet, and network access problems
• Support remote access tools including Terminal Services, Remote Desktop, and Bomgar
• Assist with basic LAN cabling and network equipment installation (under supervision)

• After-Hours & On-Call Support
• Participate in rotating on-call schedule to provide after-hours support as needed
• Respond to critical incidents outside of normal business hours
• Maintain availability and responsiveness during assigned on-call periods

• Documentation & Knowledge Management
• Document all support activities in the ticketing system with detailed notes and resolution steps
• Create and update knowledge base articles for common issues
• Maintain accurate hardware and software inventory records
• Contribute to process documentation and procedure updates

• Customer Service Excellence
• Deliver exceptional customer service with professionalism, patience, and empathy
• Maintain positive attitude and can-do approach to problem-solving
• Build rapport with end-users and establish trust through reliable support
• Follow up with users to ensure issues are fully resolved and satisfaction is achieved
• Demonstrate sensitivity and respect for diverse user populations

• Team Collaboration
• Work closely with other IT team members to share knowledge and technical skills
• Participate in team…