Senior Associate, Help Desk/On-Site Support

Nordson; Minneapolis (MN); Presencial; USD 70.000 - 110.000; Jornada completa

Descripción de la vacante

Formación

• Provide onsite IT support, own IT Incidents / Requests escalated from Service Desk related to hardware, software, telephony, mobile devices, network, applications, cybersecurity, etc.
• Own user-generated IT Incidents / Requests from intake to resolution as assigned in the IT service management software.
• Provide end-user training and knowledge transfer to improve self-service resolutions.

Responsabilidades

• Provide onsite IT support and own incidents/requests from intake to resolution.
• Monitor and respond to incidents via ServiceNow based on priority.
• Escalate recurring incidents and document problem records.
• Communicate status and next steps clearly to end-users.
• Assist with onboarding/offboarding IT equipment and access.
• Coordinate with vendors for infrastructure support.

Conocimientos

Customer service mindset

Strong communication skills

Problem-solving ability

Follow procedures

Detail oriented

Time management

Multi-tasking

Team collaboration

Windows 10 proficiency

Educación

Bachelor's Degree in Computer Science or related field

Herramientas

Windows 10

Office 365

Active Directory

PC/Laptop hardware

SCCM

Autopilot

PowerShell

Windows Scripting Host

Descripción del empleo

Collaboration drives Nordson's success as a market leader in Industrial Precision Solutions and Advanced Technology. Our employees thrive in an environment where we help each other reach our personal best and enable our company to continuously improve and grow, and our customers to succeed. You will find Nordson employees sharing our success by giving back in the communities around the world where we live and work.

Essential Job Duties and Responsibilities

• Provide onsite IT support, own IT Incidents / Requests escalated from Service Desk related to hardware, software, telephony, mobile devices, network, applications, cyber security, etc.
• Own user-generated IT Incidents / Requests from intake to resolution as assigned in the IT service management software.
• Monitor and respond based on priority to IT Incidents / Requests received through ServiceNow. Incidents may involve hardware, software, telephony, mobile devices, and applications.
• Articulate clearly and professionally through verbal and written communication displaying technical knowledge at an advanced level.
• When individual Incidents rise to a recurring or systemic level, create and document Problem records in ServiceNow and escalate to the appropriate technical teams.
• Follow standard operating procedures to perform initial assessment, documentation and assignment of incidents and all support desk tickets. Assist team with assessment and in-depth troubleshooting of more complex issues.
• Provide the single point of contact for communications with the end-user related to IT Incidents, Requests, Problems, etc. Communicate proactively with status and next steps.
• Able to communicate to mass groups of customers properly.
• Make technical decisions at the operational level based on defined Nordson processes and industry best practices.
• Identify opportunities to improve operations processes and make recommendations for changes.
• Partner with Service Desk to continuously improve support processes. Includes knowledge transfer, documentation and training to expand the breadth of items that are effectively resolved by the Service Desk.
• Coordinate work with vendors as required to support our infrastructure and equipment.
• Escalate Incidents to the appropriate technical teams for resolution as needed; create Problem records when individual Incidents rise to a recurring or systemic level.
• Write and document technical solutions for publishing in the Nordson IT Support Knowledge base, contribute to IT support process improvements.
• Create partnership with local users through exceptional customer service and courteous, prompt and accurate communication. Use soft skills to address customer concerns and resolve complainants without need for escalation.
• Provide support for employee onboarding, job change, offboarding, including IT equipment setup, delivery, collection, etc.
• Order and deploy approved accessories and equipment as needed for sites within scope of assigned responsibility.
• Support and maintain site asset management and processes including PC Refresh, projects, break/fix, etc.
• Manage and maintain local site systems' health including printers, workstations, SCCM client, windows updates, Active Directory computers and users, asset management, etc.
• Support business infrastructure as required, Service Line activities, projects, and tasks to maintain site servers, network equipment, phone system, etc.
• Participate as required in projects adhering to IT policies, procedures, and best practices.
• Support and engage in I&O Service Line team/tasks/projects. Coordinate activities and tasks across teams.
• Ability to work non-standard hours, weekends, and on-call as necessary.
• Ability to regularly walk facility and utilize scissor lifts and/or ladders as required.
• Provide end user and team training as needed.
• Well organized with the ability to multi-task and work with minimal supervision.
• Other duties as assigned.

Education

Bachelor's Degree in Computer Science or related field or 5+ years related work experience required.

Experience

Minimum 5+ years of direct end user support experience, including Microsoft Windows, PC Hardware, LAN/Wi-Fi Networks, mobile devices, Office applications, and remote users support experience is preferred as well.

Preferred Skills and Abilities

• Customer service mindset.
• Excellent problem-solving ability.
• Strong interpersonal, verbal, and written communication skills.
• Ability and discipline to follow standards, procedures, checklists, and design documents.
• Detail oriented with the ability to work independently/self-starter.
• Strong prioritization and time management skills
• Expert knowledge of the support process for the main technologies in our environment, including Windows 10, Office 365, Active Directory, PC/Laptop hardware, mobile devices, PC imaging, Autopilot.
• Basic understanding of scripting technologies such as Office macros, PowerShell, Windows Scripting Host.
• Some server experience with installation, patching, and troubleshooting.
• Some networking