Fathom is one of the largest digital manufacturing platforms offering on-demand manufacturing in North America. With more than 90 large-platform industrial-grade 3D printing machines and a national footprint with more than 450,000 square feet of manufacturing capacity across 12 facilities, Fathom seamlessly blends in-house capabilities across plastic and metal additive technologies, CNC machining, injection molding & tooling, urethane casting, sheet metal fabrication, and design and engineering.
With over 50 years of industry experience, Fathom is at the forefront of the Industry 4.0 digital manufacturing revolution serving clients in the technology, defense, aerospace, medical, automotive and IOT sectors. Fathom’s extensive certifications include ISO 9001:2015, ISO 9001:2015 Design, ISO 13485:2016, AS9100:2016, NIST 800-171 and ITAR.
POSITION SUMMARY:
The Technical Support Analyst will be responsible for preforming a variety of daily tasks. Responsibilities include prioritizing project tasks, overseeing system upgrades, responding to service tickets, installing hardware, installing software, preforming upgrades to existing hardware/software, and onboarding/training users on new and existing systems. Many of these tasks will be at the local office, but others may require remote assistance with the use of RMM software or travel to offsite locations. To perform this role effectively and efficiently, candidates are required to possess excellent verbal and written communications skills, time management skills, task prioritization and overall attention to detail and organization.
COMPUTER SKILLS:
Proficiency in the following areas: MySQL, Microsoft Office 365, Exchange, OKTA, Ringcentral, Hyper-V, PowerShell scripting, and various manufacturing specific applications. Excellent knowledge of Microsoft Outlook, Word, Excel; PowerPoint, SharePoint, OneDrive, Access, etc. Excellent knowledge of Microsoft Windows and Server operating systems, Apple/IOS operating systems, and internet/cloud-based applications such as AWS. Knowledge and skills to make onsite and offsite repairs to infrastructure systems and hardware devices.
JOB RESPONSIBILITIES:
• Onboard new users and provide technical training to ensure easy transition into company
• Deliver first class customer service to users daily to meet department standards
• Supports small to large scale research and development projects involving the implementation of new technologies
• Use discretionary judgement within known parameters to install, maintain, support, and terminate basic to moderately complex systems (Servers, Firewalls, Routers, Switches, Laptops, Workstations, etc.)
• Staying well informed and knowledgeable of latest technology trends, developments, and standards
• Evaluate and recommend of solutions relating to hardware and software acquisitions; may maintain, and input applicable records such as, but not limited to, tracking inventory levels of equipment, materials, licenses, etc.
• Building, designing, examining, and implementing organized and structured IT systems
• Provide weekly and monthly status reports of current projects and tasks
• Performs miscellaneous job-related duties as assigned
REQUIRED QUALIFICATIONS:
• Bachelor’s degree in information technology or computer science or 3-5 years of work experience as a Helpdesk or desktop support technician
• Knowledge of networking systems, equipment, and basic protocols
• In-depth knowledge of computer hardware systems, servers, routers, firewalls, and peripherals.
• Knowledge of Windows/Linux/Apple operating systems, Microsoft Office 365 software, etc
• Excellent problem-solving and time management skills
• Good interpersonal and communication skills.
• Certificates Preferred: CompTIA A+, CompTIA Network+, CompTIA Server+, CCNA, Microsoft 365 Modern Desktop Administrator, etc.
• Preferred Knowledge and experience working with remote desktop support systems and RMM tools
• Preferred Experience with OKTA, Aruba switches, Sonicwall or Fortigate firewalls, and Ringcental.
• Ability to travel if requested