Help Desk Technician
Natick, MA

Job Description

Job Description

The Company: Cognex Corporation

Cognex is the global leader in the exciting and growing field of machine vision. With over $800 million of cash in the bank and no debt, we are a financially strong international company with a culture that maintains the fast paced, creative environment of a startup. Our employees, proudly called "Cognoids," take their work seriously, but don't take themselves seriously. Our Work Hard, Play Hard, Move Fast culture recognizes our employees for their innovation, perseverance and hard work in a fun, rewarding, and quirky environment.

The Role: Help Desk Support

This position is for a team member of the Help Desk Support group within the IT Department responsible for providing Help Desk support. The Help Desk group has responsibility for end user support, as well as for a variety of corporate-wide services including, cell phones, PC and Mac support, software support such as Office 365, basic Exchange support, Windows 10, Printers, copiers, remote access, conferencing and IT related administrative tasks. The team consists of highly motivated individuals who are excited about technology and customer service and want to take on new challenges to grow their careers.

Essential Functions:

* Provides Help Desk first point of contact for Cognex users by leveraging Zendesk, phone and walk in and ensures that requests either get resolved or escalated as needed.
* Build new PCs according to Cognex IT standards
* Assumes administrative responsibility for IT functions including the new hire and termination process; loaner equipment; and conferencing among other services to end users.
* Develops and document procedures to ensure corporate SLAs are met while improving the self-service knowledge base
* Proactively communicates ticket status to customers
* Prepares periodic and ad hoc reports from available data sources as required

Knowledge, Skills, and Abilities:

* Strong interpersonal skills and the ability to work and communicate well with a diverse user community
* Strong service orientation with attention to detail and empathy for end users.
* Strong team player able to work effectively with cross functional IT teams and willingness to take the initiative to address problems without hesitation
* Ability to write clearly and concisely for different audiences.
* Strong organizational skills; able to multi-task and prioritize independently.
* Technical background to resolve, prioritize, and assign calls as necessary to others.
* Experience in using Microsoft Office and other common reporting and analytical tools

Education and work experience required:

* BS in Computer Science or related technical background is a plus
* 1-2 years of computer related experience in a service organization

Additional Job Description

Equal Employment Opportunity

Cognex is an equal opportunity employer. Cognex evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.