IT Support Technician II

 Your Role at a Glance

The IT Support Technician is responsible for providing Tier 1 support for technical inquiries received via Mastercam phone, email, ticketing and messaging applications. In this role, you will assess the nature of problems and resolve first level support issues by troubleshooting software and hardware issues on laptops, desktops, tablets, and/or smartphones, logging or recording support tickets and/or cases, working in a support capacity to resolve these issues, or to escalate them as needed within the IT team. This is an independent contributor position which requires independent decision-making and a pro-active approach to time management and problem solving, often with little oversight or supervision, to be successful.

*Must be located in the pacific time zone*

 How You’ll Drive Success

End User Technical Support & Issue Resolution

• First point of contact to troubleshoot and resolve hardware and software performance and general PC, network, and printer problems.
• Analyze user related matters and identify solutions based on the latest industry best practices.
• Communicate with end users on latest status related to their individual issue.
• Escalate unresolved issues to the next level of support, ensuring the issue becomes resolved for the end user.
• Support mobile devices using a Mobile Device Solution.

Service Desk Administration & Documentation

• Using ticketing software, perform and document tickets and report on organization trends.
• Properly document known workarounds and/or issues related to technology.

Asset Management, Deployment & Onboarding

• Act as point of contact for hardware vendors where hardware repair will be necessary.
• Responsible for maintaining asset management of hardware and software.
• Oversee the deployment of end user devices.
• Assist with new user setup and onboarding.

IT Collaboration, Projects & Continuous Improvement

• Work with rest of Information Technology team on any feedback or general observations related to technology.
• Make recommendations on hardware and software purchases relevant to technology changes.
• Assist with Information Technology projects as directed.
• Assist other members of the IT Team and/or perform other duties as needed or required. 

 The Talents We’re Seeking

Education & Experience

Required Skills

 Who We Are

At Mastercam, we do not just keep pace with manufacturing—we set the pace. For over 40 years, we have been the name behind the breakthroughs, the partner for those who refuse to settle. When the industry says “too complex,” we say, “challenge accepted.” 

We are more than software. We are a movement of makers, innovators, and problem-solvers driving transformation across the globe. 

Backed by a network of 400 Channel Partners and a thriving developer community, Mastercam delivers the tools and expertise to turn ambitious ideas into flawless reality. From aerospace to automotive, medical to education, we empower manufacturers to push boundaries and redefine what is possible. 

As part of Intelligent Manufacturing and the Sandvik Group, we are leading the charge in digital transformation. Our team of 500+ professionals is united by a single mission: to help achieve precision, productivity, and performance without compromise. 

Our Core Values? They are not just words. They are how we win: 

Innovation. Collaboration. Growth. That is the Mastercam way. Explore more at www.mastercam.com, connect on LinkedIn, and join the conversation with #mastercam. 

The next big challenge is waiting—are you ready to accept? 

It is the policy of the company to provide equal employment opportunities to all employees and employment applicants without regard to race, color, religion, sex, or national origin or any other classification protected by applicable local or state laws.

EOE/M/F/Vet/Disabled are encouraged to apply.

We are an E-Verify Employer.