IT Service Desk Technician

Company Description

ITW Drawform is a $200M USD Division within Illinois Tool Works’ Automotive Segment.  It has an excellent reputation for delivering top results and exceeding customer expectations within the deep draw and aerosol can industries. The Product Development Engineer will lead the Automotive Powertrain component innovation function within the division.  This newly created position is a member of ITW Drawform Division's new product launch team and will require frequent interaction with both internal and external stakeholders.

Job Description

The primary responsibility of the Service Desk Technician is to maintain optimal computer functionality, facilitating end users in carrying out their business tasks. This entails promptly addressing escalated end-user help requests within defined SLAs and handling Level 1 requests. Problem resolution may necessitate utilizing diagnostic tools and help request tracking systems, and may also involve providing in-person, hands-on assistance at the desktop level. 

Essential Functions: 

• Provide first contact support of incoming requests to the service desk via telephone, web portal, and email chat to ensure courteous, timely, and effective resolution of end-user issues. 

• Act as an escalation point for advanced or difficult help requests when appropriate. 

• Build rapport with service desk customers. 

• Escalate incidents with accurate documentation to suitable technician or vendor, when required. 

• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. 

• Use remote tools and diagnostic utilities to aid in troubleshooting. 

• Research solutions through internal and external knowledgebase as needed. 

• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined. 

• Install antivirus software and ensure virus definitions are up to date. 

• Test fixes to ensure the problem has been adequately resolved. 

• Perform post-resolution follow-ups as required. 

• Develop help sheets and FAQ lists for end users. 

• Contribute to technician knowledge base and training as needed. 

• Reinforce SLAs to manage end-user expectations. 

• Provide suggestions for continual improvement. 

• Maintain a comprehensive inventory of all IT assets, including hardware, software, licenses, and peripherals. 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

• Bachelor’s degree in Information Systems or Computer Science or equivalent experience is preferred but not required 

• 2-4 years experience (manufacturing environment preferred and automotive industry a plus). 

• Microsoft Certification or other certifications is a plus 

• Knowledge of basic & advanced computer hardware, including Active Directory, laptops, desktops, printers, and servers 

• Excellent Customer Service Skills 

• Demonstrates strong analytical and critical decision-making skills 

• Strong verbal and written communication skills are required.  Ability to effectively communicate with all levels of personnel (internal and external)  

• Technical writing skills and experience documenting procedures in a clear and concise manner 

• Ability to work with minimal supervision 

• Must work well in a team environment 

• Lifting and transporting moderately heavy objects, such as computers and peripherals 

• Ability to operate a computer keyboard, mouse, power tools, and other computer components 

Additional Information

All your information will be kept confidential according to EEO guidelines.

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.