ITW
IT Service Desk Analyst 1
ITW, Troy, Ohio, United States, 45373
Hobart Service, an Illinois Tool Works Company, has been in business for over 125 years and is the trusted source for Commercial Food Equipment Service Solutions. We have over 1,700 associates nationwide who serve as valued partners to our customers. Our employees are dedicated to providing the best customer service, give back to the communities where they live and work, and demonstrate the ITW values of Integrity, Simplicity, Trust, Respect and Shared Risk.
As the point of contact for Incident Resolution and Service Requests, the Service Desk Analyst is the face and voice of the IT department. The goal of a Service Desk Analyst is prompt and professional resolution of requests in a fast paced, highly multi-tasked environment. Professionalism, customer service, multitasking, well written, well spoken, and rapid incident resolution are skills and traits of a promising candidate for this position.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide 1st level support and tracking for PC hardware and software related incidents via email, chat, phone, and in-person.
Monitor and remediate potentially complex workstation/client incidents
Work with different levels of the technical support team to escalate more complex incidents for resolution
Provide Windows Active Directory and Office 365 user maintenance
Identify areas for system improvements and upgrades to the IT Service Desk
Participate in an on-call rotation consisting of 2-3 weeks per year of 24/7 availability
Potential for nights and weekends work, however normal business hours are 8am – 6pm (two shifts)
QUALIFICATIONS
Education and Work Experience
Associates Degree in MIS/Business or related field
Team Player Mentality
Strong and positive customer service mindset
End-to-end ownership of incident requests
Strong communication skills, both written and oral
Ability to work well with groups and individuals of all levels
Has initiative and ability to relay policies and procedures through positive influence
Proactively seek partnerships and offer expertise to others
Eagerness to learn from others
Strong organizational skills, capability to coordinate multiple concurrent activities
Strong analytical skills, ability to identify patterns of behavior to identify root cause and problem solve
Experience with Microsoft Active Directory user maintenance
Experience with Windows 7/10 Operating System
Experience supporting iOS and Android devices
Experience logging tickets in a ticketing system
2-4 years’ experience troubleshooting hardware and software incidents in a high-volume enterprise service desk environment
Desired Education/Experience
Preferred but not required:
Bachelor’s Degree in MIS/Business or related field
Experience with
Office 365 Administration
Lenovo and Ruggedized PC and Laptop hardware
Supporting a 90% remote workforce
PowerShell scripting
Mobile Device Management (MDM) platform, preferably Microsoft Intune
Certificates and Licenses
Preferred, but not required:
ITIL Foundation
PHYSICAL DEMANDS & WORK ENVIRONMENT
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands
While performing the duties of this role, the employee is exposed to a normal office environment. The employee is regularly required to sit and use hands to finger, handle or feel. The employee is required to talk or hear. The employee is required to stand, walk, reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close and peripheral vision.
Working Conditions
Professional office environment with occasional remote work flexibility
Hours of Work
Monday – Friday, typically 8:00am – 5:00pm, or 9:00am – 6:00pm
24/7 on-call rotation of 2-3 times per year, in one-week intervals
After hours and/or weekend work may be required depending on incidents, changes, or projects
Travel Required
Minimal (less than 5%)
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. _
ITW is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
As the point of contact for Incident Resolution and Service Requests, the Service Desk Analyst is the face and voice of the IT department. The goal of a Service Desk Analyst is prompt and professional resolution of requests in a fast paced, highly multi-tasked environment. Professionalism, customer service, multitasking, well written, well spoken, and rapid incident resolution are skills and traits of a promising candidate for this position.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide 1st level support and tracking for PC hardware and software related incidents via email, chat, phone, and in-person.
Monitor and remediate potentially complex workstation/client incidents
Work with different levels of the technical support team to escalate more complex incidents for resolution
Provide Windows Active Directory and Office 365 user maintenance
Identify areas for system improvements and upgrades to the IT Service Desk
Participate in an on-call rotation consisting of 2-3 weeks per year of 24/7 availability
Potential for nights and weekends work, however normal business hours are 8am – 6pm (two shifts)
QUALIFICATIONS
Education and Work Experience
Associates Degree in MIS/Business or related field
Team Player Mentality
Strong and positive customer service mindset
End-to-end ownership of incident requests
Strong communication skills, both written and oral
Ability to work well with groups and individuals of all levels
Has initiative and ability to relay policies and procedures through positive influence
Proactively seek partnerships and offer expertise to others
Eagerness to learn from others
Strong organizational skills, capability to coordinate multiple concurrent activities
Strong analytical skills, ability to identify patterns of behavior to identify root cause and problem solve
Experience with Microsoft Active Directory user maintenance
Experience with Windows 7/10 Operating System
Experience supporting iOS and Android devices
Experience logging tickets in a ticketing system
2-4 years’ experience troubleshooting hardware and software incidents in a high-volume enterprise service desk environment
Desired Education/Experience
Preferred but not required:
Bachelor’s Degree in MIS/Business or related field
Experience with
Office 365 Administration
Lenovo and Ruggedized PC and Laptop hardware
Supporting a 90% remote workforce
PowerShell scripting
Mobile Device Management (MDM) platform, preferably Microsoft Intune
Certificates and Licenses
Preferred, but not required:
ITIL Foundation
PHYSICAL DEMANDS & WORK ENVIRONMENT
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands
While performing the duties of this role, the employee is exposed to a normal office environment. The employee is regularly required to sit and use hands to finger, handle or feel. The employee is required to talk or hear. The employee is required to stand, walk, reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close and peripheral vision.
Working Conditions
Professional office environment with occasional remote work flexibility
Hours of Work
Monday – Friday, typically 8:00am – 5:00pm, or 9:00am – 6:00pm
24/7 on-call rotation of 2-3 times per year, in one-week intervals
After hours and/or weekend work may be required depending on incidents, changes, or projects
Travel Required
Minimal (less than 5%)
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. _
ITW is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.