Client Services Level 1 Technician / IT Support Technician Level 1

TTM Technologies, Inc. - Publicly Traded US Company, NASDAQ (TTMI) - Top-5 Global Printed Circuit Board Manufacturer

TTM Technologies, Inc. is a leading global manufacturer of technology products, including mission systems, radio frequency ("RF") components, RF microwave/microelectronic assemblies, and technologically advanced printed circuit boards ("PCB"s). TTM stands for time-to-market, representing how TTM's time-critical, one-stop design, engineering and manufacturing services enable customers to reduce the time required to develop new products and bring them to market.

Additional information can be found at www.ttm.com

Position Summary
The Client Services Level 1 Technician serves as the first point of contact for end-user technical support, providing timely and professional assistance with hardware, software, and network-related issues. This role is responsible for troubleshooting and resolving Level 1 incidents, escalating complex issues appropriately, and ensuring exceptional customer service. The ideal candidate will demonstrate strong technical aptitude, excellent communication skills, and a customer-focused approach to IT support.

Key Responsibilities
Help Desk Support (40%)
Call Center Operations: - Provide first-line technical support via phone, email, and ticketing system for company users - Create and log all support requests in the ticketing system with accurate and complete information - Perform initial problem diagnosis and guide users through step-by-step troubleshooting solutions - Resolve Level 1 end-user issues including password resets, account unlocks, and basic application support - Clearly communicate technical solutions to end-users in a user-friendly, professional manner - Escalate more complex issues to Level 2 support or appropriate team members following established procedures - Provide one-on-one end-user training and guidance as needed - Contribute to knowledge base by documenting solutions and creating FAQ materials - Meet or exceed Help Desk service level agreements (SLAs) and performance metrics

Account Administration & User Management (30%)
* Perform Active Directory user account maintenance (password resets, account unlocks, group membership)
* Assist with new hire account provisioning and termination processing
* Support VoIP phone system user administration and troubleshooting
* Assist users with mobile device management (AirWatch/MDM) for iPhone and Android activations
* Support WebEx Meeting Suite and other collaboration tools
* Maintain user access according to established security policies and procedures

Desktop & Laptop Support (20%)
Hardware Support: - Install, configure, and set up end-user PC and laptop hardware, software, and peripherals - Diagnose and resolve hardware issues including desktops, laptops, monitors, keyboards, mice, and docking stations - Perform basic hardware repairs for equipment not covered by vendor maintenance agreements - Coordinate timely repair of equipment covered by third-party vendor maintenance agreements - Lift and move equipment up to 50 lbs. (with assistance for heavier items) - Order, tag, deliver, and deploy new equipment following asset management procedures

Software Support: - Install and troubleshoot Microsoft Office (365, 2019, 2016) and other approved desktop applications - Resolve software installation, configuration, and performance issues - Assist with application updates and patches - Support business-critical applications including Oracle, Java-based applications, and web browsers

Printing Support: - Diagnose and resolve network and local printer issues - Install and configure printer drivers - Assist with printer setup and connection troubleshooting

Network & Connectivity Support (10%)
* Troubleshoot basic network connectivity issues (wired and wireless)
* Assist users with VPN connectivity and remote access issues
* Resolve email, internet, and network access problems
* Support remote access tools including Terminal Services, Remote Desktop, and Bomgar
* Assist with basic LAN cabling and network equipment installation (under supervision)

After-Hours & On-Call Support: - Participate in rotating on-call schedule to provide after-hours support as needed - Respond to critical incidents outside of normal business hours - Maintain availability and responsiveness during assigned on-call periods

Documentation & Knowledge Management: - Document all support activities in the ticketing system with detailed notes and resolution steps - Create and update knowledge base articles for common issues - Maintain accurate hardware and software inventory records - Contribute to process documentation and procedure updates

Customer Service Excellence: - Deliver exceptional customer service with professionalism, patience, and empathy - Maintain positive attitude and can-do approach to problem-solving - Build rapport with end-users and establish trust through reliable support - Follow up with users to ensure issues are fully resolved and satisfaction is achieved - Demonstrate sensitivity and respect for diverse user populations

Team Collaboration: - Work closely with other IT team members to share knowledge and technical skills - Participate in team meetings and contribute to continuous improvement initiatives
- Support team goals and collaborate effectively on projects - Communicate proactively with Site IT Administrator and manager regarding site issues - Share lessons learned and best practices with team

Required Qualifications
Education:
* High school diploma or equivalent required
* Associate degree in Information Technology, Computer Science, or related field preferred
* Relevant technical certifications (CompTIA A+, Network+, Microsoft certifications) preferred

Experience:
* Minimum 2-3 years of Help Desk or desktop support experience in a corporate environment
* OR equivalent combination of education, training, and hands-on technical experience
* Experience with ticketing systems and ITSM tools preferred
* Call center or customer service experience a plus

Recommended Technical Skills:
Operating Systems: - Windows 10/11 (required) - Windows 7/8 (helpful) - Basic macOS knowledge (helpful)

Applications & Software: - Microsoft Office Suite (365, 2019, 2016, 2013) - Required - Microsoft Outlook, Teams, OneDrive - Web browsers (Chrome, Edge, Firefox) - Adobe Acrobat Reader - VPN clients - Oracle applications (basic familiarity) - Java-based applications

Hardware: - Desktop and laptop troubleshooting and repair - Peripheral devices (monitors, keyboards, mice, docking stations, webcams) - Printers and print servers - Basic understanding of computer components (RAM, hard drives, motherboards)

Networking: - Basic TCP/IP understanding - DHCP, DNS basics - Wired and wireless connectivity troubleshooting - Network printer configuration

Tools & Systems: - Remote support tools (Bomgar/BeyondTrust, Remote Desktop, TeamViewer)
- Ticketing/ITSM systems (ServiceDesk Plus, ServiceNow, or similar) - Active Directory user administration (basic) - ManageEngine Suite (ServiceDesk Plus, EndpointCentral) - Mobile De-vice Management (AirWatch or similar MDM) - VoIP phone systems - SentinelOne or other antivirus/endpoint protection - FTP, Telnet, basic command-line tools

Required Skills & Competencies
Technical Competencies:
* Troubleshooting: Systematic approach to identifying and resolving technical issues
* Technical Learning: Ability to quickly learn new technologies, applications, and processes
* Problem-Solving: Logical thinking and resourcefulness in finding solutions
* Documentation: Clear, accurate documentation of issues and resolutions
* Following Procedures: Ability to follow established troubleshooting guides and escalation procedures

Essential Functions
Daily Activities:
* Monitor and respond to incoming Help Desk tickets, calls, and emails
* Triage and prioritize support requests based on urgency and impact
* Troubleshoot and resolve Level 1 technical issues
* Document all support activities thoroughly in ticketing system
* Communicate status updates to users on open tickets
* Escalate unresolved issues to appropriate team members or Level 2 support

Weekly Activities:
* Participate in team meetings and training sessions
* Review knowledge base articles and update as needed
* Assist with asset inventory audits and updates
* Support scheduled maintenance activities
* Complete assigned projects or special tasks

Ongoing Responsibilities:
* Stay current on IT policies, procedures, and security practices
* Maintain technical skills through self-study and training
* Contribute to team knowledge sharing and best practices
* Support continuous improvement initiatives

Working Conditions, Physical Requirements & Schedule
Work Environment:
* Professional office environment with cubicle or desk workspace
* Fast-paced Help Desk environment requiring multitasking
* Both phone-based and in-person user support
* Occasional work in server rooms or equipment closets
* May require work in various office locations within the site

Physical Requirements:
* Sit for extended periods at computer workstation (up to 6-8 hours daily)
* Use computer keyboard and mouse for extended periods
* View computer screens for extended periods
* Lift and carry equipment up to 50 lbs. unassisted
* Bend, stoop, kneel, and reach to access equipment
* Stand and walk throughout facility as needed
* Climb ladders occasionally for equipment access or cable installation
* Manual dexterity for handling small components and cables

Schedule & Availability:
* Standard Hours: Monday-Friday, 8:00 AM - 5:00 PM
* Flexibility: Occasional evening or weekend work for implementations or critical issues
* On-Call: Participate in rotating on-call schedule (approximately 1 week per month)
* Overtime: May be required during busy periods or for project support

#LI-EC1

TTM offers a variety of health and well-being benefit programs. Benefit options include medical, dental, vision, 401K, Flexible Spending Account, Health Savings Account, accident benefits, life insurance, disability benefits, paid vacation & holidays. Benefits are available 1st of the month following date of hire.

Compensation for roles at TTM Technologies varies depending on a wide array of factors including but not limited to the specific office location, role, skill set and level of experience. As required by local law, TTM provides a reasonable range of compensation for roles that my be hired in New York, California and Colorado. For California-based roles, compensation ranges are based upon specific physical locations.

Export Statement:
Must comply with TTM Export Control Policies and Procedures and all applicable laws including ITAR, EAR and OFAC including but not limited to: a) being able to identify ITAR product on the manufacturing floor and understand that access to these products and related technical data is restricted to only US Citizens and US Permanent Residents; b) recognition ofForeign Person visitors by badge differentiation; c) understand and follow authorization procedures for bringing foreign visitors into facilities (VAL); d) understand the Export and ITAR requirements for shipments leaving the US; e) manage vendor approvals for ITAR manufacturing and services.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.