Donaldson is committed to solving the world’s most complex filtration challenges. Employing innovation and breakthrough solutions, we are advancing filtration for a cleaner world.
We look for the best people to help us succeed, offering opportunities to learn, effect change, and make meaningful contributions at work and in our communities.
This is a place where you can make a world of difference.
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Enterprise IT Service Desk Technician
Summary : Responsible for timely first contact resolution employee incidents and requests, as well as escalation if necessary.
This position requires top-notch internal customer-support service, with exceptional communication and customer relationship skills.
Strong analytical skills, attention to detail, consistent follow-through to assure problems are resolved and ability to respond to last minute support requests.
Provide over the phone Service Desk support to region specific language speaking technical and non-technical employees, supporting a variety of desktop, laptop, and mobile based hardware and software.
This position will troubleshoot low to intermediate level incidents involving but limited to productivity, and web based applications, Operating Systems, Active Directory, and Exchange.
Essential Duties and Responsibilities include the following (Other duties may be assigned) :
With a first contact resolution goal, receive, troubleshoot and resolve incident events via telephone and ServiceNow web interface with technical and non-technical English speaking end users.
Incident events include, but are not limited to : Exchange emailLaptop and desktop computing hardwareActive Directory (AD)AuthenticationMove / Add / ChangeMobile DeviceSoftwareTwo-Factor AuthenticationCloud StorageSingle Sign-OnVoicemailVirtual Private Network (VPN)Operating SystemsRemote SupportWebEx
Triage and escalate incident events that could not be resolved at first contact.
Receive, delegate and deliver incoming requests from Donaldson employees.
Escalate incidents and requests as necessary in accordance with service level agreements.
Properly document and categorize all calls into the ServiceNow ticketing system.Follow and maintain ticketing system integrity policies on a daily basis.
Prioritize incidents and requests based on Service Level Agreement (SLA).Ensure that customer support requests meet both IT and customer requirements.
Identify and act on opportunities for process improvements, and assists in developing appropriate processes.
Contribute to company knowledgebase to aid in future troubleshooting.
As needed, provide support of infrastructure projects as defined by the principle team members and management.
Demonstrate commitment to Donaldson Core Values by leading, acting and behaving in a manner consistent with these values.
Follow all company safety policies and procedures and attend all safety trainings related to the job.
Essential Education, Skills and Experience :
Strong verbal and written English and Region Specific language skills
CompTIA A+ & CompTIA Net+ certification preferred
1-2 years’ Service Desk Level 1 or equivalent experience.
1-2 years’ troubleshooting and application support or equivalent experience.
A strong dedication to quality customer service, and a working knowledge of service delivery procedures.
Demonstrated experience in areas of customer service preferred.
Previous ServiceNow experience a plus.
Excellent follow through and attention to detail.
Strong problem-solving skills and decision-making ability.
Ability to handle many tasks simultaneously.
Working knowledge of software and / or processes of security, databases, internet, project management, spreadsheet and word processing.
Working knowledge of Oracle R12 application systems processes and support preferred.
Working knowledge of Microsoft Windows 7, 8.1, and 10 operating systems.
Working knowledge of Microsoft Active Directory, Exchange, and the Office suite.
Working knowledge of networking, including TCP / IP, firewall configuration, LAN & WAN technologies, and remote access technologies including VPN clients.
Good task management and organizational skills.
General knowledge of business telephone system functionalities.
Supervisory Responsibilities :
No direct reports.
Physical / Environmental Requirements :
Works in a pleasant office environment with other department staff, utilizing a computer workstation and various software applications.
Specific work schedule is coordinated with direct supervisor.
Travel requirement : N / A
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description is subject to change at any time in order to meet the business needs of Donaldson.
Come make a World of Difference!