Field Service Specialist

4 days ago

Durham, United States Donaldson Company Full time

Donaldson is committed to solving the world‘s most complex filtration challenges. Together, we make cool things. As an established technology and innovation leader, we are continuously evolving to meet the filtration needs of our changing world. Join a culture of collaboration and innovation that matters and a chance to learn, effect change, and make meaningful contributions at work and in communities.

Donaldson Company is looking for an experienced IT Field Service Specialist II to provide desk side support in a combined office and laboratory environment. Successful IT Field Service technicians demonstrate strong analytical skills, attention to detail, consistent follow-through to ensure problems are resolved quickly and completely, and a mindset for continual improvement. This position requires top-notch internal customer support service, with exceptional communication and customer relationship skills. Some of the technologies supported by this position include computer system support, RF scanners and other mobile devices, various printing technologies, productivity and web-based applications, and Oracle R12 applications and processes.

Role Responsibilities:

  • Provide intermediate to advanced desk side technical support to employees for all user facing technologies (Windows and MacOS laptops and workstations, printers, tablets, mobile devices, RF devices, operating systems, software, business applications, etc.)

  • Manage the client equipment lifecycle (build, deliver, upgrade, retire).

  • Ensure that service requests and incidents are delivered per SLA and OLA expectations.

  • Execute the IT Cyber Security plan through support of client and server patching, rights management, and event response and remediation.

  • Deploy and manage printing and scanning solutions.

  • Maintain site assets through accurate asset management and order stock as needed.

  • Document and follow processes to provide a consistent end-user experience.

  • Work closely with system architects, information security, and other project teams in designing and deployment of secure solutions.

  • Execute Incident, Change, and Root cause ITIL processes.

  • Ensure the compliance of all new infrastructure equipment and services with the approved standards and support the deployment of new solutions.

  • Support and manage integrated audio and video conference room equipment; including but not limited to issue remediation, proactive maintenance, documentation and training, lifecycle, and the support of planning and installation of new conference rooms.

  • Execute 18 month to 3-year technology road maps based on reference architecture aligned to business requirements which will drive investment decisions in Donaldson‘s user productivity devices.

  • Act as the primary partner with network and server teams as the on-site smart hands.

Minimum Qualifications:

  • 3+ years of experience providing IT support for technologies and processes.

  • Bachelor‘s degree or equivalent experience.

Preferred Qualifications:

  • 5+ years of experience providing IT support for laboratory and/or manufacturing technologies and processes

  • A strong dedication to quality customer service, and a working knowledge of service delivery procedures.

  • Experience supporting MacOS Sonoma, Microsoft Windows 10, 11, and the Office365 suite.

  • Working knowledge of Microsoft Active Directory, Exchange, SCCM and InTune.

  • Working knowledge of networking, including TCP/IP, firewall configuration, LAN & WAN technologies, and remote access technologies including VPN clients

  • Excels when working independently and collaboratively within a laboratory and/or manufacturing environment.

  • Strong verbal and written English and region-specific language skills.

  • Strong understanding of Access databases.

  • CompTIA A+ & CompTIA Net+ certification preferred.

  • ITIL certification a plus.

  • Previous ServiceNow experience a plus.

  • Ability to handle many tasks simultaneously.

  • Working knowledge of software and/or processes of security, databases, internet, project management, spreadsheet and word processing.

  • Working knowledge of Oracle R12 application systems processes and support preferred.

  • Excellent follow through and attention to detail.

  • Strong problem-solving skills and decision-making ability.

  • Good task management and organizational skills.

  • General knowledge of business telephone system functionalities.

  • Ability to lift and carry items weighing up to 50 lbs.

Employment opportunities for positions in the United States may require use of information which is subject to the export control regulations of the United States. Hiring decisions for such positions are required by law to be made in compliance with these regulations. Applicants for employment opportunities in other countries must be able to meet the comparable export control requirements of that country and of the United States.

Donaldson Company has been made aware that there are several recruiting scams that are targeting job seekers. These scams have attempted to solicit money for job applications and/or collect confidential information, Donaldson will never solicit money during the application or recruiting process. Donaldson only accepts online applications through our Careers | Donaldson Company, Inc. website and any communication from a Donaldson recruiter would be sent using a donaldson.com email address. If you have any questions about the legitimacy of an employment opportunity, please reach out to to verify that the communication is from Donaldson.

Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.

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