Help Desk Specialist

Join ITW EAE as an onsite Help Desk Specialist, supporting employees with day-to-day technology issues and service requests.

Responsibilities

• Act as a key point of contact for employees’ technology needs, diagnosing and resolving issues across hardware, software, applications, networking, printers, and remote access
• Maintain working knowledge of supported applications to provide timely support when needed
• Support employees with network and hardware concerns, including password resets and printer start-up assistance
• Accurately log incidents and service requests into the IT Help Desk application
• Own, monitor, track, and communicate incident and service request status through resolution and closure
• Provide administration support for adding new users to systems and applications where applicable
• Assist with local inventory management and replacement hardware deployment
• Troubleshoot and resolve problems and inquiries received through the Technical Support Help Desk/Contact Center using designated tools and procedures
• Collaborate with internal teams, external vendors, and technical specialists to address complex issues
• Coordinate with escalation resources and vendors to agree on the best approach for resolution
• Acquire and maintain knowledge of newly purchased and existing supported desktop software, hardware, and systems
• Maintain knowledge articles used internally and/or externally for training, best practices, solutions, and process related to products, environments, and technologies
• Assist with testing of new or upgraded PC software & hardware releases as requested

Requirements

• Associates degree in Computer Science or related field
• 2+ years of experience
• Ability to independently resolve more complex issues, including detailed systems understanding and company-specific application knowledge
• Ability to work logically under pressure in a changing environment and handle stressful situations
• Experience with Windows, Outlook, and Remote Access support (VPN and Wireless)
• Experience with Active Directory administration
• Experience with Microsoft Office productivity tools, web-based applications, and local and wide-area networks

Technologies

• Windows
• Outlook
• Remote Access support (VPN, Wireless)
• Active Directory
• Microsoft office productivity tools
• Web-based applications
• Local and wide-area networks

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life and LTD insurance
• Paid Parental Leave
• 401k (with match)
• Generous tuition reimbursement program

Division Overview

The ITW Electronics Assembly Equipment (EAE) Division includes four brands recognized by Contract Manufacturers and OEMs in the Electronics and Industrial Markets.

• Designs, develops, manufactures, and markets capital equipment for assembling Printed Circuit Boards (PCBs) and other industrial applications

Compensation

• Pay depends on qualifications and prior experience
• Range: $76,000 - $96,000 per year

Location: Hopkinton, MA (onsite)