Service Desk Technician II

At Materion, everyone is included, respected, and offered opportunity to grow. Join us! The Help Desk Technician II provides IT support over the phone and in person to non‑technical end‑users and performs basic device support independently. The technician will install, assess, troubleshoot, maintain, repair, and upgrade computers and equipment of different types. This position will fulfill customer requests, resolve technical problems, and respond to customer questions in a quality and timely manner. They build relationships with employees and help them find solutions while delivering exceptional customer service. In this role, they will gain exposure to a wide variety of products and services, including hardware, software, and peripheral equipment such as phones and printers. Responsibilities Provide IT user support using standard screens, scripts, reference guides, and procedures; complete ongoing training to deepen skill set. Interview users to gather information about problems and guide them through diagnostic procedures to determine the source of the error. Image PCs, install software, and set up peripheral equipment. Provide first‑level network administration support (create user accounts, assist with file restores, maintain passwords, increase user space, and grant rights to specified areas). Update assigned tickets with the latest status and continuously communicate to necessary parties, including following up with the user on the status of the problem until resolution. Escalate incidents and service requests to the next level of support if the issue cannot be resolved. Adhere to incident response and resolution targets in an Information Technology Service Management (ITSM) environment with Service Level Agreements (SLAs). Qualifications 5 years of experience in IT Support or an associate degree; an undergraduate degree is 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 maintain composure when work volume surges. Preferred: experience with troubleshooting in a Windows environment. Self‑motivated and well organized; exhibits initiative to work individually and contributes effectively as part of a team. Ability to effectively prioritize tasks and perform well under pressure. U.S. Person Eligibility The selection of the person to be hired for this position is contingent on export compliance eligibility for access to U.S. controlled technology under the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). The applicant must qualify as either a U.S. citizen, a U.S. national, a lawful permanent resident of the U.S., an Asylee or Refugee admitted into the U.S., a National of a country not prohibited from accessing U.S. controlled technology (via a letter of assurance), or a person approved for an export license by the governing agency. Approval of an export license will be conditional on Materion’s determination. Materion Corporation and its subsidiaries (the “Company”) is an equal employment opportunity employer. It is the Company’s policy to not unlawfully discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, age, disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, or any other legally protected basis under federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories and complies with all applicable laws regarding unemployment status in hiring decisions. The information collected by this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants. Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and applicable state or local laws. A reasonable accommodation is a change in the way things are normally done to ensure equal employment opportunity without imposing undue hardship on the Company. Materion’s Veteran Employee Resource group supports veterans and promotes the benefits of hiring veterans. Veterans are encouraged to apply; military experience and skills are transferable to Materion careers. #J-18808-Ljbffr