Help Desk Support

Job Description

The Company:

Cognex is the largest, most successful and recognized global player in industrial machine vision! We are a financially strong, international company with no debt and have been in business for over 40 years. Using advanced optics, image sensors and artificial intelligence software Cognex vision and ID systems capture an image then analyze it to make sense of what’s being seen. We are passionate about building and sustaining an inclusive and equitable working environment for all. 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 in our corporate HQ in Natick, MA 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, Windows 10, Printers, copiers, remote access, audio/video 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 support for Cognex users by fielding requests via Zendesk, phone, and walk-ins. Conducts advanced troubleshooting and diagnosis of hardware and software issues. Ensures requests are resolved and elevates the most complex requests when assistance is needed

• Conducts initial IT onboarding and deploys equipment to new Cognoids on their first day

• Monitors, analyzes, and reports on Help Desk performance metrics (e.g. 1st response time, MTTR, Teams health, and SolarWinds). Identifies areas that need improvement and proposes solutions

• Manages and maintains existing platforms, including upgrades and renewals. Assists in the development of related training and resource materials

• Continuously reviews and monitors processes to identify areas that can be automated or streamlined. Recommends and, under guidance, implements enhancements. Automations may involve coding

• Proposes changes to existing systems-related policies and recommends new policies as needed

• Creates training materials and conducts training sessions for end-users

• With minimal oversight, analyzes data related to platforms and contracts and identifies opportunities for increased efficiencies and cost reduction. Suggests solutions and assists with implementation

• Under guidance, leads regional and global operations projects related to technology upgrades

• Partners with business units to determine requirements for and to make recommendations on systems solutions

• Works with vendors to negotiate pricing on products and deploys systems of moderate complexity (e.g., Adobe contract). Supports relationships with key vendors and stakeholders

• Independently creates and validates technical documentation (e.g., instructions and FAQs). Reviews documentation created by others

Knowledge:

• Strong knowledge of O365 products (e.g., Teams, SharePoint, Azure AD and Intune)

• Working knowledge of Exchange and how to manage distribution lists and integrations

• Working knowledge of ITIL practices

• Foundational project management knowledge

• Foundational knowledge of PowerShell scripting

• Working CP/IP and networking knowledge

• Working knowledge of monitoring tools to ascertain health of networks and applications

• Fluency in English is required

• Excellent customer support and interpersonal skills

• Ability to effectively communicate technical concepts, both verbally and in writing, to non-technical audiences

• Ability to work effectively within a team and cross-functionally

• Strong organizational skills with ability to multitask and prioritize simultaneous requests

• Ability to propose and create standard protocols and procedures

• Strong analytical skills and ability to troubleshoot and identify root causes of technical problems

• Strong vendor management skills and ability to negotiate contractual terms on purchases with local and regional impact

Education and Experience:

• Bachelor’s degree

• 1-5 years of related experience

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.