Desktop Systems Specialist

FormFactor is seeking a Desktop Systems Specialist to help enable business success by delivering reliable, customer-focused technology support to employees at our Beaverton campus and remote locations worldwide. This role serves as a key member of the IT Operations team, providing technical support for endpoint devices, collaboration technologies, user productivity tools, and workplace computing environments. The ideal candidate combines strong troubleshooting skills with a customer-first mindset and enjoys solving technical challenges that improve employee productivity. Operating with a moderate level of independence, this individual will manage support requests, contribute to endpoint management initiatives, maintain technology standards, and partner with other IT teams to ensure secure, efficient, and scalable technology services. The regular hours for this position are day shift.

Responsibilities

Provide advanced technical support for desktop and laptop systems, Microsoft 365 applications, Teams, Outlook, OneDrive, VPN connectivity, multifactor authentication (MFA), printers, peripherals, mobile devices, and common business applications; Respond to and resolve incidents and service requests while maintaining service level objectives; Troubleshoot moderately complex hardware, software, operating system, and connectivity issues; Manage support activities for local and remote employees across multiple locations and time zones; Image, configure, deploy, maintain, troubleshoot, and retire desktop and laptop systems using enterprise management tools; Support device refresh programs, workstation upgrades, hardware replacements, and endpoint standardization initiatives; Manage endpoint provisioning through Microsoft Intune, Windows Autopilot, and other approved management platforms; Coordinate warranty repairs, vendor support activities, and equipment replacement processes; Provision, modify, and support user accounts, security groups, shared resources, and access permissions using Active Directory and Microsoft Entra ID; Support collaboration technologies including Microsoft Teams, conference room technologies, audiovisual systems, and related workplace productivity tools; Assist with employee onboarding, transfers, role changes, and offboarding activities; Maintain accurate inventories of hardware assets, software licensing information, equipment assignments, and lifecycle status records; Develop and maintain support documentation, knowledge base articles, troubleshooting guides, and standard operating procedures; Ensure incident records contain thorough troubleshooting details, business impact assessments, and resolution documentation; Support endpoint security and compliance initiatives, including device encryption, antivirus protection, vulnerability remediation, patch validation, and endpoint health monitoring; Assist with implementation and enforcement of IT security policies, standards, and best practices; Escalate security concerns and compliance-related issues in accordance with established procedures; Identify recurring technical issues and recommend process, technology, or documentation improvements; Participate in technology deployments, system upgrades, hardware rollouts, and operational projects; Collaborate with infrastructure, cybersecurity, application, and operations teams to resolve cross-functional technical issues; Leverage approved AI-enabled support and productivity tools to enhance troubleshooting efficiency

Requirements

Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline, or equivalent combination of education and experience; Experience in desktop support, endpoint administration, technical support, service desk, or IT operations roles; Experience supporting Windows 10/11 operating systems and Microsoft 365 technologies including Outlook, Teams, OneDrive, and SharePoint; Hands-on experience with Active Directory, Microsoft Entra ID, Microsoft Intune, Windows Autopilot, endpoint provisioning, and device management technologies; Experience using IT service management (ITSM) platforms, ticketing systems, and asset management tools; Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN technologies, wireless networking, and connectivity troubleshooting; Strong analytical and problem-solving skills with the ability to diagnose technical issues in a structured and efficient manner; Knowledge of endpoint security technologies, vulnerability remediation processes, and device compliance monitoring; Ability to lift, transport, install, and move IT equipment weighing up to 40 pounds; Regular on-site presence at FormFactor's Beaverton campus

Nice to have

Industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certified Fundamentals, Microsoft Endpoint Administrator, ITIL Foundation, or HDI certifications; Experience supporting manufacturing, engineering, laboratory, semiconductor, or highly technical business environments; Experience supporting conference room technologies, audiovisual systems, and workplace collaboration platforms; Familiarity with PowerShell, automation, scripting, or process-improvement initiatives

Benefits

Full benefits package including medical, dental, vision, life insurance, disability coverage; 401(k) with company match; Employee stock purchase plan (ESPP); Paid time off; Quarterly profit-sharing bonuses; Flexible spending or savings accounts