IT Service Desk Support Specialist

4 weeks ago


Duluth, Minnesota, United States WEG Electric Corp. Full time
About the Role

WEG Electric Corp. is seeking an IT Service Desk Analyst to join our team. As a key member of our Information Technology department, you will be responsible for providing support and maintenance to hardware, software, and system problems.

Key Responsibilities
  • Field incoming support requests to the Service Desk and resolve or escalate problems quickly and effectively.
  • Record, track, document problems and actions taken to final resolution.
  • Process first-in first-out requests based on priority. Escalate unresolved issues to the appropriate team when required.
  • Provide timely feedback and upkeep communications on all support requests.
  • Research, diagnosis, and resolve issues via phone, email, chat, walk-ins in a timely, customer-focused manner.
  • Provide installation, configuration, maintenance, and troubleshooting support of computer hardware, software, desktop applications, printers, computer peripherals, and other IT-related devices.
  • Assist with on-boarding and off-boarding procedures.
  • Participate in PC setup using standard images, hardware, and software.
  • Test fixes to ensure problem(s) have been adequately resolved.
  • Provide support for unified communications, desktop phones, and conference rooms.
  • Provide and assist in writing technical and support-related documents for knowledge base articles.
  • Maintain accurate updated documentation while performing essential job duties.
  • Understand ITSM framework and perform service requests and adhere to SLAs.
  • Assist other analysts with support, troubleshooting, and fulfillment processes.
  • Participate in IT projects, own specific tasks, work independently, and provide accurate communication.
Requirements
  • Computer Information Systems or comparable job experience in Information Technology.
  • Knowledge of infrastructure and computer hardware, software, and applications.
  • Knowledge of Windows operating systems - Windows 7, 10, 11, and iOS phone devices.
  • Understanding of warehouse/shipping hardware, software, and printing.
  • Experience in application support, O365, SAP, SSO, LAN, WAN, VPN technologies.
  • Strong communication and documentation skills.
  • Technical Certificate or Associates Degree preferred.
  • 1+ years of experience in an IT Service/Help desk setting or IT Support role.
  • Experience in an IT environment supporting desktops, laptops, peripherals, mobile devices, networking.
  • Tier 1 technical level support of computers, printers, and applications.
  • Familiar with SAP functions and transactions.
  • Experience working in projects, above-average troubleshooting skills, self-starter, and highly motivated.
About WEG Electric Corp.

WEG Electric Corp. is the largest industrial electric motor manufacturer in the Americas and one of the largest manufacturers of electric motors in the world. We operate mainly in the sector of capital goods, having five main businesses: Motors, Energy, Automation, Coatings Transmission & Distribution, providing global solutions for electric motors, variable frequency drives, soft starters, controls, panels, transformers, and generators. Our US corporate office is located in Duluth, GA, with manufacturing units in Minnesota, Indiana, and Missouri, with over 30 thousand employees worldwide. Visit our website to learn more.



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