Senior IT Support Associate

Senior IT Support Associate

Advanced Energy Industries, Inc. (NASDAQ: AEIS), enables design breakthroughs and drives growth for leading semiconductor and industrial customers. Our precision power and control technologies, along with our applications know-how, inspire close partnerships and innovation in thin-film and industrial manufacturing. We are proud of our rich heritage, award-winning technologies, and we value the talents and contributions of all Advanced Energy's employees worldwide.

POSITION SUMMARY: The Senior IT Support Associate is responsible for providing comprehensive end-user, infrastructure, and engineering support to the site and the company. This role involves installing, configuring, supporting, and maintaining Microsoft Windows and Linux server/desktop infrastructure. The Associate will engage in engineering design and test infrastructure initiatives to ensure IT standards are met. They will troubleshoot escalated server, software, and hardware issues, and recommend, schedule, and implement system hardware and/or software upgrades or repairs. Additionally, the Senior IT Support Associate will support engineering teams by providing access to necessary tools and systems, assisting with engineering methodologies, and ensuring seamless integration of IT and engineering processes.

RESPONSIBILITIES:

• Perform day-to-day desktop/laptop and network administration duties, including installing, configuring, and troubleshooting desktop systems, printers, and peripherals in a mixed Microsoft Windows and Linux environment.
• Collaborate closely with engineering teams to support their goals and objectives, including providing access to engineering tools and systems.
• Maintain passwords, data integrity, and file system security for the desktop environment.
• Provide excellent customer service to end users by communicating all stages of progress in resolving reported problems.
• Handle software installation, updates, and configuration as directed by the ticketing system and Service Desk Supervisor and Manager.
• Independently manage imaging, configuration, and placement of new PCs.
• Assist in maintaining and updating support information such as the PC Support Queue, PC inventory, Assets, PC loaners, etc., as directed by the Service Desk Supervisor.
• Conduct training to educate computer users about basic and specialized applications throughout the organization.
• Work with the Service Desk Manager and Service Desk Outsourcer to determine daily/weekly priorities and troubleshoot advanced technical problems.
• Test new software and operating systems and make recommendations on deployments.
• Participate in projects aimed at improving end-user computing experience.
• Escalate advanced technical problems to the appropriate resource when necessary.
• Provide after-hours support as required.

WORK ENVIRONMENT: Location: Wilmington, MA (Boston area) Environment: Standard office environment; spends most of the day moving throughout the building and assisting users with PC problems at their desks. Physical Requirements: Required to lift 40 lbs. repeatedly throughout the day. Work Hours: Overtime may be required, including evening work, on-call weekends, and additional project hours. Proximity: Must reside within approximately one hour of the office location to provide adequate daily coverage and/or emergency IT service.

QUALIFICATIONS:

• Excellent customer service skills.
• In-depth knowledge of PC hardware and peripherals.
• Advanced knowledge of Windows 10/11.
• Advanced knowledge of Linux Ubuntu or equivalent in a corporate environment.
• Understanding engineering methodologies and tools and how to support them.
• Proficiency in Active Directory, Office 365, networking concepts, anti-virus and security tools, and PC hardware and software troubleshooting skills.
• Excellent interpersonal, communication, and organizational skills.
• Ability to work independently and communicate effectively with users and coworkers.
• Strong project management skills, with the ability to set priorities and meet deadlines with flexibility.
• Problem-solving skills – the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully.
• Ability to evaluate information and exercise good judgment in making decisions.

EXPERIENCE:

• 4+ years providing technical support in an IT support role.
• 4+ years supporting Microsoft PC environments.
• 4+ years supporting Linux environments.
• 4+ years of experience in a related field with extensive technical experience.

EDUCATION:

Essential: High school diploma

Desirable: Associates or Bachelors degree in computer information systems or a related field. A+ certification, MCP, and Windows 10 certification. Linux certifications. Experience with DevOps practices and tools. Proficiency in Ansys simulation software. Experience with LabVIEW for test and measurement applications. Experience with TwinCAT for automation and control systems. Proficiency in Python for scripting and automation.

COMPENSATION: As required by multiple state pay transparency laws, Advanced Energy provides a reasonable range of compensation for each job posting. Actual compensation is influenced by an array of factors including, but not limited to, skill set, level of experience, and specific office location. The range of starting pay for this role is $26 - $36 per hour. Relocation assistance may be provided for the right candidate.

BENEFITS: As part of our total rewards philosophy, we believe in offering and maintaining competitive compensation and benefits programs for our employees to attract and retain a talented, highly engaged workforce. Our compensation programs are focused on equitable, fair pay practices including market-based base pay, an annual pay-for-performance incentive plan for eligible positions, and a discounted Employee Stock Purchase Plan.

In addition to our competitive compensation practices, we offer a strong benefits package in each of the countries in which we operate. In the U.S., we offer a rich benefits package that includes:

• Medical - multiple medical plans are available to choose from
• Short and long-term disability and life insurance
• Health savings and flexible spending accounts
• Generous time off policy starting with 3 weeks of paid vacation, 7 days of paid sick time, and 12 paid holidays
• 8 hours of paid volunteer time off
• 8 weeks of paid parental leave for parents regardless of gender
• Company matched 401(k)
• Tuition reimbursement
• Expanded mental health coverage and employee assistance programs
• Other voluntary benefits include critical illness, accident and hospital indemnity, pet insurance, identity theft, and legal assistance

Advanced Energy is committed to diversity in its workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, and/or veteran status.

Advanced Energy is also committed to providing reasonable accommodations in our job application process/procedures for qualified individuals with disabilities. If you require assistance in completing an Advanced Energy application, please reach out to HumanResources@aei.com.