RESPONSIBILITIES :
➢ In conjunction with corporate standards, reviews, procures, installs, supports and maintains all client PCs, laptops software and hardware and required peripherals, such as local and network printer setup and maintenance for both local and remote employees based out of the local LAN office.
➢ Works with Cohu’s IT helpdesk system to record incidents related to software installations, network problems, or other computer related issues. Uses the system to evaluate, prioritize and solve recorded incidents.
➢ Responsible for interpreting operating instructions, creating user and interdepartmental documentation and developing training materials. May prepare and give technical presentations on selected topics to end users for existing and new IT implementations.
➢ Works with team on keeping software- and hardware inventories up to date. Observes corporate standards for inventory management. Collaborates with accounting to keep asset management up to date and in sync.
➢ Monitor, research and resolve technical problems, escalate unresolved issues to other IT staff as appropriate.
➢ Makes sure to keep Service Level Agreement (SLA) defined for IT Service..
➢ Track and monitor problems to ensure a timely resolution and maintain updated help desk problem tracking resolution descriptions.
➢ Any other adhoc assignment according to business needs
ESSENTIAL QUALITY EXPECTATIONS :
➢ Proactively identify opportunities for improvement
➢ Seek for continuous improvement in own job processes
➢ Provide accurate reporting

AUTHORITY :
➢ Authorized to work and troubleshoot problem on end user’s PC upon IT Helpdesk Ticket assignment ,IT Global Project Task , IT Support request via phone call, Instant Messaging , TeamViewer Remote Support
➢ Autorized to contact external suppliers for quotation related to IT hardware & software purchase
➢ REQUIREMENTS & QUALIFICATIONS :
➢ Education: Minimum of MCP, A+ and N+ Certifications required. MCSA and/or AA degree in computer science or related field desired.
➢ Experience: 2+ years experience in a technical Help Desk or PC support role installing, troubleshooting and maintaining software, hardware and peripheral devices in a LAN environment.
➢ Skills/Technical Requirements: Required knowledge of all versions of Microsoft Operating Systems and Microsoft Office Professional Suites, Microsoft Windows server 2016 to 2022 , Active Directory, DHCP, DNS, WINS, CISCO LAN/WAN technologies, VPN Client ,Veeam Backup software, Oracle ERP (or equivalent ERP system), Solidworks, Inventor, printers, equivalent Asset Manager Tools, Cortex XDR Endpoint Security or equivalent , Dell Laptops and Microsoft Surface as well as various brands of client side peripherals. Basic knowledge in IT Service Management prcesses.