IT Service Desk Technician

CAMFIL - A GLOBAL LEADER IN AIR FILTERS AND CLEAN AIR SOLUTIONS

CAMFIL - A GLOBAL LEADER IN AIR FILTERS AND CLEAN AIR SOLUTIONS

For more than half a century, Camfil has been a leading manufacturer of premium clean air solutions. We provide commercial and industrial systems for air filtration and air pollution control that improve worker and equipment productivity, minimize energy use, and benefit human health and the environment. The Camfil Group is headquartered in Stockholm, Sweden, and has 30 manufacturing sites, six R&D centers, local sales offices in 30 countries, and nearly 6,000 employees and growing.

We proudly serve and support customers in a wide variety of industries and in communities across the world. To discover how Camfil helps to protect people, processes and the environment, visit us at

SUMMARY:

The IT Support Specialist serves as a primary point of contact to perform the initial triage and resolution of incidents reported to the Service Desk. This role is to ensure proper computer operation so that end users can accomplish daily business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary.

Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This position will also be exposed to more advanced systems and projects outside the normal end user computers. The candidate must be prepared to work in a fast paced demanding environment.

• Interact with colleagues via telephone, e-mail, and MS Teams to provide and process information in response to inquiries, concerns, and requests about IT products and services.
• Gather information and determine the issue by evaluating and analyzing the symptoms.
• Identify and escalate priority issues per client specifications, redirecting to appropriate resources when necessary.
• Process and record all tickets initiated by phone or by our ticketing software.
• Able to “think outside the box” when evaluating all issues and projects.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.
• Assist in software releases and roll-outs and communication to the end users.
• Triage based on importance of incident.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Maintain a high degree of customer service for all support queries and adhere to service management principles.
• Create help documents for end users.
• Work in a timely manner and complete special projects as assigned.
• This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary.

• Bachelor’s degree in Information Systems or Information Technology preferred. Degree may be substituted by proven work experience in the IT field (2-3 years required).
• Certifications such as A+, Network+, etc. are a plus.
• Proven experience with troubleshooting Microsoft Windows and Microsoft desktop products.
• Knowledge of computer hardware, including CPUs, RAM, hard drives, etc.
• Experience with Microsoft Windows Server operating systems.
• Exceptional written and oral communication skills and interpersonal skills, with a focus on rapport-building.
• Strong documentation skills and understanding of TCP/IP based networking.
• Experience with advanced systems and software such as Active Directory, AS400, Solid Works, Microsoft Dynamics, Exchange, SQL, SharePoint, VMware, or Veeam is a plus.
• Ability to conduct research into a wide range of computing issues and absorb information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Highly self-motivated and directed with keen…