IT Analyst

ITW; Glenview (IL); On-site; USD 70,000 - 89,000; Full time

Job summary

ITW in Glenview, IL is seeking an IT Analyst to join the IT Team, focusing on handling user requests and providing frontline support to internal IT customers across on-site and remote locations.

The role emphasizes troubleshooting, patch management, hardware/software deployment, and knowledge base development, with opportunities to lead small projects and educate end users on available technology.

Qualifications

• Technical certificates or an Associate Degree in a technical field, or 2+ years of IT experience.
• Ability to manage workload daily with minimal supervision.
• Experience supporting end users in a corporate environment following SOPs.
• Experience with a Service Desk tool.
• Willingness to travel outside Northern IL on a limited basis.
• Experience patching and vulnerability management on workstations.

Responsibilities

• Continually provide meaningful customer service at all levels; build trusting relationships internally and externally.
• Ability to make measured contributions to a Service Desk work queue to meet or exceed SLA.
• Must possess strong technical problem-solving skills and apply them methodically.
• Purchase, install, modify, deploy, and repair hardware and software.
• Work with Microsoft O365, patch management, Windows OS, endpoint protection, and Active Directory.
• Troubleshoot issues with LAN/WAN and network hardware/cabling.
• Provide technical support remotely using various tools.
• Lead small projects from conception to close.
• Create and maintain technical documents for the team.
• Contribute to internal knowledgebase for self-service.

Skills

Problem-solving

Communication

Time management

Interpersonal skills

Customer service

Education

Associate degree or technical certificates

Tools

Microsoft O365

Patch management

Windows OS

Endpoint protection

Active Directory

Service Desk tool

Remote support tools

LAN/WAN troubleshooting

Job description

Job Description:

The IT Analyst is a member of the IT Team responsible for managing user requests while providing support to our internal IT customers. Our team supports various technologies onsite as well as assisting remote locations utilizing remote software tools. The IT Service Desk is responsible for analyzing and troubleshooting computer and network problems, ensuring desktop cyber security software is deployed effectively, managing endpoint patching, building and maintaining workstations, mobile device support, providing training and guidance to our customers. In addition, we perform software and hardware audits, user provisioning, printer support, to go along with other Level I and Level II activities that support the business’s goals.

Location: Glenview, IL

KeyResponsibilities:

• Continually provide meaningful customer service at all levels; builds trusting relationships internally and externally

• Ability to make measured contributions to a Service Desk work queue allow the team to meet or exceed our SLA

• Must possess strong technical problem-solving skills and apply those skills to team’s work using a systematic approach

• Purchase, install, modify, deploy, and repair hardware and software

• Working knowledge of Microsoft O365 applications, Workstation and application patch management, Windows OS, endpoint protection and Active Directory

• Troubleshoot issues with LAN, WAN, network hardware and cabling

• Strong ability to provide technical support remotely using various tools

• Willingness to accept accountability as an individual and strive to improve

• Ability to lead small projects from conception and initiation to project close

• Create and maintain technical documents that become shared tools for our team

• Contribute to an internal customer Knowledgebase to assist with self-service concept

• Ability to train and educate our end users on technology available to them

Required Qualifications:

• Technical certificates, Associate Degree in a technical area, or a minimum of 2+ years of technical work experience

• Ability to manage workload and prioritize tasks daily with minimal supervision

• Ability to support end users in a corporate environment while following standard operating procedures

• Previous experience working with a Service Desk tool to manage customer interactions

• Ability to research a complex issue and provide a technical recommendation at time of escalation to 2nd or 3rd level team

• Strong communication, presentation, time management, and interpersonal skills.

• Ability to travel outside Northern IL on a very limited basis

• Previous experience managing and maintaining workstation patching and vulnerabilities

Compensation Information:

Annual base salary range for this position is $70,000 - $89,000.Please note that this salary information serves as a general guideline. Company considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate’s work experience, education and training, key skills, as well as market and business considerations.In addition, our benefits include paid vacation, sick, holiday, and parental leave. For more details, visit our Benefits page.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.