Help Desk Specialist

Job Description:

Position Summary:

This is a great opportunity for a technology-focused professional who enjoys solving problems, helping others, and working with a broad range of technologies in a collaborative environment.

In this role, you will serve as a key point of contact for employees seeking assistance with hardware, software, applications, networking, printers, remote access, and other day-to-day technology needs. You will work directly with users to diagnose and resolve technical issues, manage service requests from initial report through resolution, and collaborate with internal teams, external vendors, and technical specialists to address more complex issues.

The ideal candidate will have strong problem-solving, communication, and interpersonal skills, along with patience, a customer-focused mindset, and the ability to work effectively as part of a team. A strong technical foundation and working knowledge of the hardware, software, applications, and networking systems supported by the organization are essential for success in this role.

Responsibilities:

• Provides support to company personnel by maintaining a general working knowledge of all applications to provide support when needed.
• Provides support to employees for network/hardware issues, including resetting passwords, starting printers, etc.
• Accurately log incidents and service requests into IT Help Desk application.
• Owns, monitors, tracks, and communicates status on incidents and service requests to resolution and closure.
• Provides administration support for adding new users to systems and applications where applicable, including local inventory management and replacement hardware deployment.
• Regularly communicate with internal & external customers, troubleshoot, and resolve problems and/or inquiries received by the Technical Support Help Desk/Contact Center using designated tools and procedures.
• Interact with internal & external escalation resources to resolve complex tech issues
• Consult with other vendors/team members to mutually agree upon the best approach to resolving issues
• Acquire and maintain knowledge on newly purchased & existing supported desktop software, hardware, & systems
• Responsible for maintenance of knowledge articles to be used internally and/or externally regarding training, best practices, solutions, or process as it relates to products, environments, and related technologies.
• Assist with testing of new or upgraded PC software & hardware releases as requested

Position Skills and Experience Requirements:

• Associates degree in Computer Science or related field

• 2-3 years’ experience
• Ability to independently resolve more complex issues requiring detailed systems and gain company-specific applications knowledge
• Ability to work logically under pressure, in a changing environment, and deal successfully with stressful situations

• Experience with Windows, Outlook, Remote Access support (i.e. VPN and Wireless), active directory administration, Microsoft office productivity tools, web-based applications, local and wide-area networks

Division Description

ITW Electronics Assembly Equipment (EAE) Division is made up of four brands strongly recognized by Contract Manufacturers and OEMs in the Electronics and Industrial Markets.  The Division designs, develops, manufactures, and markets capital equipment primarily used in the assembly process of Printed Circuit Boards (PCBs) and other industrial applications. To learn more, please visit www.itweae.com

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. 

If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please email jsoares@itweae.com to request assistance. No other requests will be acknowledged.

Compensation Information:

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.