IT Field Service Support

Wurth Industry of North America; Watertown (SD); On-site; USD 45,000 - 65,000; Full time

Job summary

Würth Industry of North America is seeking an IT Field Service Support technician to be the primary contact for end users, addressing hardware and software issues across desktop PCs, printers, and network equipment. The role focuses on maintaining infrastructure for a distribution center and office environment in Watertown, SD.

You will support global partners, communicate in non-technical terms, document actions in ticketing systems, onboard new employees, and adhere to SLAs.

Qualifications

• Associate degree or higher in computer science, information systems, or related field.
• 2+ years of hardware troubleshooting and help desk support.
• Understanding of LAN, WAN, wireless, firewalls, routers, and switches.

Responsibilities

• Serve as first point of contact for end users seeking tech support.
• Assist end users via in-person, remote, phone, and ticketing system methods.
• Escalate issues per SLAs and document resolutions clearly.

Skills

Communication

Network concepts

Multi-tasking

Customer service

Education

Associate degree in CS/IS

Bachelor’s degree preferred in CS/IS

Tools

MDM (Intune)

XenMobile

ManageEngine

Active Directory

Microsoft 365

Job description

The IT Field Service Support serves as the first point of contact for end users seeking IT hardware and software support, ensuring that Würth companies can operate efficiently. Your primary focus will be on the maintenance of infrastructure and systems critical to the operations of a distribution center and office environment, to include desktop PCs, printers, network equipment, software applications, warehouse andsupply chain technologies. This role involves assisting end users through various support methods including in-person and remote support, phone, and through a ticketing system. The technician utilizes diagnostic tools and follows established procedures and policies to troubleshoot and manage incidents to resolution or escalation.

This is an onsite position working out of the Würth Elektronik office in Watertown, SD supporting multiple Würth divisions globally under general direction from the Service Desk Manager. You will support the Company’s core business applications. Assist in the configuration, implementation and maintenance of various technologies managed by Würth IT for a local business partner.

• Serve as a first point of contact for end users seeking technical assistance.
• Assist end users through various support methods including in-person and remote support, phone, and through a ticketing system.
• Support global Würth business partners by resolving technical issues, facilitating communication across time zones, and ensuring adherence to service standards.
• Ability to communicate technical issues in non-technical terms.
• Maintain consistent communication with end users regarding the status of their tickets and projects until completion.
• Collaborate with client HR and other departments to ensure timely and effective IT onboarding for new employees, including but not limited to account setup, hardware provisioning, and access to required systems.
• Comply with service level agreements (SLAs) and prioritize issues based on urgency and impact.
• Create and maintain technical knowledge base article documentation for end users and IT team.
• Escalation of tickets to the appropriate support teams in accordance with escalation procedures and service level agreements (SLAs).
• Accurately document all actions taken, troubleshooting steps, and resolutions within the ticketing system to ensure clear communication and proper recordkeeping.
• Accurately document all time spent on assigned tickets to support accurate billing and reporting.
• Procure, deploy and troubleshoot hardware, including desktops, laptops, mobile phones, tablets, thin clients, printers, peripherals, handheld scanners etc. to ensure optimal performance and user satisfaction.
• Configure, install, maintain and upgrade computer systems hardware and software.
• Monitor and maintain the use of the networked printers and copiers.
• Provide support for commonly used business applications, assisting end users with basic functionality, troubleshooting issues, and escalating when necessary.
• Assist in the organization and inventory of all hardware and software assets.
• Deliver basic technical training and guidance to end users upon request or when applicable.
• Support and provide troubleshooting for a variety of IT systems and applications, including but not limited to Active Directory, Microsoft 365, VOIP phone systems, VPN connectivity, Logistics and CRM software solutions, Citrix Products, printer maintenance and installation, and general application support.
• Administer Mobile Device Management (MDM) software to manage mobile phones, tablets, handheld scanners.
• Promote and adhere to IT security best practices and organizational policies, including password management, data protection, acceptable use, and access control standards. Assist end users in understanding and complying with these policies.
• Support a variety of additional projects and tasks as assigned, contributing to team objectives and company initiatives.
• Must work on-call, including weekends, based on business needs.
• Must be willing to travel occasionally to company locations to assist with incidents, project tasks, preventative maintenance, asset inventory and asset recycling.
• Must work onsite for an extended period as required by business needs.
• Utilize AI tools to support troubleshooting, improve efficiency, and enhance productivity.
• Associate’s degree with focus in computer science, information systems or related field; Preferred Bachelor’s degree with a focus on computer science, information systems or related field.
• 2+ years of hardware troubleshooting and help desk support experience.
• Understanding of network technologies (LAN, WAN, Wireless, Firewalls, Routers, Switches)
• A+ Certification and ITIL Foundation Certification Preferred.
• Excellent communication skills (verbal and written) and high level of customer service.
• Available to participate in on-call after hours support rotations, as needed, to meet business demands and ensure continuity of service.
• Available to travel to company locations.
• Experience with MDM software such as Intune, XenMobile, ManageEngine or similar is desired.
• Demonstrate a solid understanding of computer operating systems, Microsoft Office Products, Active Directory, networking, mobile devices, printers, and other technology products to effectively support end users.
• Ability to manage multiple tasks simultaneously while effectively prioritizing service desk tickets based on urgency, impact, and SLA requirements.
• Capability to diagnose and resolve basic technical issues using strong problem-solving, diagnostic, and decision-making skills, while proactively identifying and addressing potential problems before they elevate.
• Perform duties with minimum supervision, and participate in cross-functional projects as scheduled
• Up to 25% based on business needs; may include overseas trips.
• Must occasionally lift and/or move equipment which can weigh up to 50 pounds, or more.
• The role may require periods of standing, walking, bending, or carrying IT hardware during setup and support activities.

Equal Opportunity Employer

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