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Vacancies IT Technical Support Analyst II
Surface Solutions Segment | Schaumburg

 

Position: Technical Support Analyst II

Location: Schaumburg, IL

 

The Technical Support Analyst 2 has technical accountability for all frontline/end-user functions including but not limited to - PC/Laptop Support, Help/Service Desk, Software and Tools, Printers & Peripherals, Tablet/Mobile Device Support, Regional and Local Office IT coverage, Conference Room Support (audio, video, projector, screen, other), local office IT Room operations, office move/add/changes and other IT/Tech services as warranted. The Support Analyst 2 is responsible for being the escalation point for a team of Level 1-2 support techs that, as part of the Technical Support team within IT, provide regional technology support and service to end users. Responsibilities include handling/managing technical projects/tasks; guiding, mentoring and training staff; monitoring work to ensure team and departmental goals are met; evaluating performance, providing guidance and resolving problems. The Support Analyst 2 will communicate effectively up (IT Management and above), laterally (IT peers) and down (IT staff) as necessary. This position reports to the Director of IT, Americas.

The Support Analyst 2 will also be expected to contribute directly by providing both hands-on and remote technical support for end-user desktop devices to end users, supporting a variety of technical issues including hardware/software/application/tools support, break/fix for hardware, laptops, tablets and other devices, printers/scanners/copiers/plotters, support network connectivity, AD, LAN/WLAN/WAN, TCP/IP, remote access VPN, and MS Office Suite support.

 

 

Responsibilities

  • Ensure all end-user desktop and laptop computer requests and IT related issues/problems are addressed in a responsive, customer service oriented manner.
  • Oversee end-user hardware configuration, deployment and device management; the installation and setup of software, applications and tools including management and maintenance; monitor backup jobs and ensure a high success rate.
  • Day-to-day operations of Tech Support team to maintain adequate levels of end-user satisfaction and appreciation for ground level IT support. Act as an escalation point and follow through with communication (internally and externally); keep IT Management and peers apprised of situations.
  • End-user communication for incidents/outages/upgrades and other events (as deemed necessary or relevant).
  • Provide input and recommendations for the acquisition, deployment, adoption, usage, operations, maintenance and management of desktop hardware and software technologies & tools.
  • Initiate, train and enforce new processes and procedures; create, review, update and upkeep documentation (including How-To, Self-Service Guidelines, Policy, Procedure documents).
  • Installation, troubleshooting and support for desktop and laptop computers and all aspects of various Microsoft Windows operating systems; train end-user on IT related equipment and software/tools.
  • Provides expert and creative solutions to end-user desktop hardware, software challenges; Research, resolve and respond to inquiries based on processes, policies and standards; escalate issues as required.
  • Manage, lead, own and/or participate in IT projects and tasks. Mentor staff via positive coaching, feedback and reinforcement; initiate, train and recommend other developmental plans for staff growth (both technical and professional).
  • Provide support for standard productivity software (MS Office Suite) and general PC support (Windows XP/7/8.1).
  • Assist with the creation and editing of Active Directory accounts, mailboxes and distribution lists.
  • Restore lost or damaged files; clean virus/spyware infected computer equipment.
  • Assist in the hardware management process, including proper tagging, recording and assignment of equipment.
  • Other applicable duties as assigned by Management.

 

We expect

  • Must be extremely customer focused, personable, professional and detail-oriented.
  • Ability to provide professional and effective support to remote users via phone, e-mail and remote-control software; multi-task and coordinate problem resolution management and work effectively in a high pressure environment; go the ‘extra mile’ to connect and coordinate with application/software subject matter expert(s) to help remediate issue for end-user.
  • Ability to take initiative and plan effectively to anticipate and prevent potential user/customer problems.
  • Must have excellent communication and interpersonal skills to interact with a wide variety of internal and external personnel with emphasis on follow-through and reporting.
  • Must have excellent organization and technical documentation skills including accurate data entry skills.
  • Ability to work calmly under pressure and meet deadlines; solve problems requiring creativity, initiative and drive; self-motivated and enjoys a sense of pride in their accomplishments.
  • Ability to organize projects and tasks according to priorities and work extended periods of time at a terminal or PC using a keyboard and mouse.
  • Strong verbal and written communication skills.
  • Excellent end-user (customer) support and service skills and committed to follow-through and resolution, performing diagnostics, taking corrective actions for hardware, software and peripheral equipment as necessary.
  • Maintain professional, healthy relationship with all fellow team members and management and demonstrate awareness of support issues/needs as they apply on a company-wide and business basis; adept in creating/maintaining documentation to support, enforce standards, policies and processes.
  • Associate’s degree in technical area or equivalent experience.
  • 5+ years of experience providing 1st/2nd level Help Desk support.
  • Must be willing to work on-call as directed.
  • Must be willing to travel both domestically and internationally if required (Travel less than 10%).

Technical Experience:

  • Advanced knowledge of PC hardware/software principals and operating systems such as Windows 10 / 8.1 / 8 / 7.
  • Experience in the use and support of productivity software such as Microsoft Office 2013.
  • Foundation knowledge and skills to support Microsoft Outlook in an Exchange environment - troubleshooting client profile/setup issues, archiving etc.
  • Knowledge and experience in the use of Microsoft SCCM (2012) for effective management of PC (& servers), software updates, configuration, policy settings and monitoring system status; generate and maintain queries and reports for analytics and cause/effect actions.
  • Experience in the setup and support of multi-function network printers/scanners/copiers and plotters.
  • Experience in the use, setup, support and problem diagnosis and issue resolution of hand-held devices including but not limited to Apple iPhone, Android smartphones and tablet devices such as Apple iPad, Microsoft Surface Pro, Samsung Galaxy / Android based devices.
  • Knowledge and skills to support anti-virus, anti-spam solutions (McAfee) for desktop, laptop & tablet end point.
  • Adequate foundation skills in Microsoft Server Operating systems (Windows 20012/2008), Active Directory Administration, DFS, DHCP and IIS etc.
  • Foundation network (LAN/WLAN/WAN/TCPIP) troubleshooting and diagnostics skills and knowledge of basic networking principles including VPN technologies.
  • Experience with audio visual equipment as it relates to connecting PCs to projectors and other conference room AV equipment including documentation.

 

About us

Oerlikon is a leading global technology Group, with a clear strategy of becoming a global powerhouse in Surface Solutions, advanced materials and materials processing. The Group is committed to investing in value-bringing technologies that provide customers with lighter, more durable materials that are able to increase performance, improve efficiency and reduce the use of scarce resources. A Swiss company with over 100 years of tradition, Oerlikon has a global footprint of over 15 000 employees at 186 locations in 37 countries and sales of CHF 2.85 billion. Sustaining growth and improving profitability in 2018: order intake to increase up to CHF 3.4 billion, sales to around CHF 3.2 billion, and the EBITDA margin to improve to around 15 % (after investments). *CA

Oerlikon Balzers develops processes and systems for the coating of tools, components and decorative plastic elements. Comprising 106 locations in 34 countries, Balzers global network of coating centers is daily dedicated to further improving component performance and tooling productivity through coating technology. Join us and become a part of our future oriented, international team!

We have a great benefits package including medical insurance, dental and vision, tuition reimbursement, health and wellness benefits, and 401(K). If you want to operate in a business environment that gives you the freedom to imagine what is possible - please send us your application!

Statement of Equal Opportunity: Oerlikon Balzers is an equal opportunity employer, and does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, veteran or marital status, or based on any individual's status in any group or class protected by applicable federal, state or local law. The company also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If you require an accommodation during the application process, please notify a Human Resources Representative.

Advertised Since
10/18
Raymond Chandler
Import as VCF

With your application you agree that your personal data for the purpose of personnel planning and the development of your career will be used by a third party employed by the OC Oerlikon Corporation. In line with the usage of these data access is granted for a third party outside the area of validity of the EG directive. We will take care that your rights according to EG guidelines will be granted within such a further use. Hereby we inform you that you have the right/request of information about the further use as well as about content and structuring of your personal data. You can recall your agreement at any time.

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