IT Specialist II - Thorlabs

The IT Specialist II 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 ITSM (Information Technology Service Management) 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 Sterling VA, from time to time it may be required to undertake duties at other Thorlabs locations.

Essential Job Functionsinclude the following, but are not limited to:

• Process and prioritize incoming service requests.  Troubleshoot basic to intermediate service requests including all network connectivity, cloud services and applications, printing, scanning, phone, and endpoint equipment as presented thru the ITSM system.

• Assist in deployment, maintenance, and support of end point operating systems: hardware, applications, and software.

• Collaborate with Inventory and procurement team to follow policies and procedures on repairs, replacements, and upgrades. 
• Partner the teams to make sure the endpoint devices are updated and in compliance.
• Assist the users with software / security related enquiries and adhere to Thorlabs Security Policies.
• 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.
• Request approval from Team Lead to review and escalate tickets that require next level tier. Provide support for level one IT Specialist.
• Assist in projects, pulling reports and helping forecast requirements.  Working closely with technology teams to help on new technology deployments.
• Proactively 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.
• Troubleshoot more complexed technical issues that may require specialization within a particular area of IT. 
• Spearhead projects, coordinate tasks and manage resources on assigned projects that are rolled out within the location.
• Provide additional support to team when required.

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

Experience:

• 4+ 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 the incidents, problems, and requests.
• Experience with Networking, Audio/Visual IT equipment, printing, scanning, and Active Directory, Azure AD, including file and group permissions.
• Ability to research and recommend solutions outside one’s typical skill set.
• Ability to prioritize tasks and act independently within the scope of normal duties and responsibilities.
• Ability to support remote users, office, or travel to remotes site as business needs dictate.
• Excellent written, communication, documentation skills.  

Other:

• Availability to support night/weekend coverage based on the needs of the business.

Thorlabs values its diverse environment and is proud to be an Equal Employment Opportunity/Affirmative Action Employer.  All qualified individuals will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status. Job descriptions are not intended as and do not create employment contracts.  The organization maintains its status as an at-will employer.  Employees can be terminated for any reason not prohibited by law

Benefits

Thorlabs offers a complete benefits package that includes medical, dental and vision insurance, company paid life insurance, a generous PTO package, a 401(k) plan, and tuition reimbursement just to name a few..