IT Service Desk Analyst 1

1 week ago

Troy, United States ITW Full time

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.

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