IT Support Specialist

Service Desk Analyst

IPG Photonics is revolutionizing the laser industry as the pioneering developer and leading producer of fiber lasers and amplifiers. Headquartered in Marlborough, MA, IPG has over 4,800 employees in more than 30 locations around the world. We aspire to work together with our employees and customers to apply light in ways that improve life.

Our mission is to develop innovative laser solutions to make the world a better place. To accomplish this mission, we are committed to attracting and retaining the best talent and an engaged and thriving workforce that drives a sustainable future for our company and society.

Working at IPG Photonics, you can expect challenging projects, a motivating and friendly environment, and competitive benefits.

We are hiring a highly motivated and experienced individual to join our growing IT team and work in a fast-paced, dynamic, high-tech manufacturing company. As a Service Desk Analyst, you will be responsible for providing technical assistance and support related to computer systems, hardware, and software.

The ideal candidate is a diligent, hardworking individual who can communicate with customers to determine their needs, can work with little supervision, and can always deliver outstanding work. Must have experience supporting executive team members.

Main Duties

• Support executive team members on their day-to-day support needs with highest urgency.
• Provide on-going IT Support to manufacturing department with their IT needs.
• Participate in off-hour call rotation and travel to remote site for support as needed.
• Perform troubleshooting activities to determine cause and resolution of computer hardware and software
• Assess and take ownership of technical support tickets in the helpdesk ticketing
• Collect information around problem and escalate to higher support tier when needed.
• Perform a daily check for meeting rooms functionality and implement a fix if a fault is identified.
• Image computes to adhere to IPG's standard deployment.

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field preferred. Equivalent combinations of education, technical training, industry certifications and practical experience may be substituted.
• 3+ years Microsoft Windows support experience
• 3+ years Microsoft Office support experience
• 3+ years Active Directory support experience
• 3+ years supporting Microsoft 365 environments
• User management experience in Active Directory and Exchange Servers.
• Strong communication skills
• Familiar with ITSM/ITIL
• SCCM experience a plus
• Manufacturing environment experience a plus

Responsible Areas

• This role is based in Oxford, MA, with flexibility to provide coverage in Marlborough, MA and infrequent travel to Salem, NH as operational needs require.