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.
Key Responsibilities
End User Support & Service Delivery
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 and delivering a high-quality user experience.
Troubleshoot moderately complex hardware, software, operating system, and connectivity issues, identifying root causes and implementing sustainable solutions.
Manage support activities for local and remote employees across multiple locations and time zones.
Endpoint Lifecycle Management
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.
User Account & Collaboration Services
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 to ensure a seamless user experience.
Asset & Knowledge Management
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.
Security & Compliance Support
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.
Operational Excellence & Continuous Improvement
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 and improve user support experiences.
Preferred Qualifications & Experience
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.
Experience supporting manufacturing, engineering, laboratory, semiconductor, or highly technical business environments.
Knowledge of endpoint security technologies, vulnerability remediation processes, and device compliance monitoring.
Experience supporting conference room technologies, audiovisual systems, and workplace collaboration platforms.
Familiarity with PowerShell, automation, scripting, or process-improvement initiatives.
Industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certified Fundamentals, Microsoft Endpoint Administrator, ITIL Foundation, or HDI certifications.
Work Environment & Physical Requirements
This position requires regular on-site presence at FormFactor's Beaverton campus to support daily business operations.
Occasional after-hours, weekend, or on-call support may be required to support maintenance windows, system upgrades, critical business events, or incident response activities.
Work may be performed in office, engineering, laboratory, manufacturing, warehouse, and cleanroom environments as business needs require.
Ability to lift, transport, install, and move IT equipment weighing up to 40 pounds.
Occasional travel to other FormFactor locations may be required.
Skills
Azure Active Directory (AD), Computer Technical Support, Customer Service, Desktop Application Support, Hardware Support, IT Networking, Microsoft Copilot, Microsoft Intune, Microsoft Office, Microsoft Teams, Microsoft Windows, Office Applications, Remote Desktop Support
Education & Experience
Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience | Required
Pay Range
$29.15 - $38.27
Pay Range Explained
This role in Beaverton, Oregon pays between $29.15 and $38.27 per hour, depending on your experience, skills, and background. Pay may vary in other locations. We offer a full benefits package, including medical, dental, vision, life insurance, disability coverage, a 401(k) with company match, employee stock purchase plan (ESPP), and paid time off. You’ll also be eligible for quarterly profit-sharing bonuses and flexible spending or savings accounts.
Equal Employment Opportunity Statement
FormFactor is an equal opportunity employer. FormFactor complies with all national, state, and local laws that seek to promote equal opportunities for any applicant or employee without regard to age, race, color, gender, gender identity/expression, national origin, sexual orientation, religion, disability, marital status, pregnancy or related condition, military service, or any other legally protected characteristics. These protections apply to all aspects of employment, including but not limited to, recruitment, hiring, training, promotions, and compensation.
For roles that are designated as remote-eligible, employees cannot be located in: AL, AK, AR, DE, GA, HI, IL, IA, LA, ME, MD, MS, MO, NE, NV, NJ, NM, ND, OK, PA, RI, SC, SD, TN, WV, WI, WY. This list is continuously evolving and being updated, please check back with us if the state you live in is on the exclusion list. A role is remote-eligible only when it is listed as "Remote" in the job location.
