IT Service Analyst II - Libertyville, United States - Illinois Tool Works

Description

ITW (Illinois Tool Works Inc.) is a Fortune 200 company and is one of the world's leading diversified manufacturers of specialized industrial equipment, automotive components, consumables, and related service businesses.

ITW businesses serve local customers and markets around the globe, with operations in 55 countries and an employee base of more than 46,000 women and men who adhere to the highest ethical standards.

These talented individuals, many of whom have specialized engineering or scientific expertise, contribute to our global leadership in innovation. We are proud of our broad portfolio of more than 17,000 granted and pending patents.

ITW Residential and Renovation Construction provides Industry leading, premium branded, cordless nailing systems and fastening solutions, that deliver superior productivity and reliability to meet the needs of professional remodelers and residential framers, with a widely available product portfolio at their preferred retail or dealer outlets The 80 focus for the division is aggressive market growth while sustaining profitability.

ITW offers its employees a path for advancement, a competitive salary, and a comprehensive benefits package designed to help employees care for themselves, their families, and their futures.

The

IT Service Analyst II

is a member of the IT Team responsible for managing user requests while providing support to our internal IT customers.

Our team supports various technologies onsite as well as assisting remote locations utilizing remote software tools.

The IT Service Desk is responsible for analyzing and troubleshooting computer and network problems, ensuring desktop cyber security software is deployed effectively, managing endpoint patching, building and maintaining workstations, mobile device support, providing training and guidance to our customers.

In addition, we perform software and hardware audits, user provisioning, printer support, to go along with other Level I and Level II activities that support the business's goals.

This role is based in Glenview, IL, and reports to the Division Controller.

Essential Functions:
Continually provide meaningful customer service at all levels; builds trusting relationships internally and externally
Ability to make measured contributions to a Service Desk work queue allow the team to meet or exceed our SLA
Must possess strong technical problem-solving skills and apply those skills to team's work using a systematic approach
Purchase, install, modify, deploy, and repair hardware and software
Working knowledge of Microsoft O365 applications, Workstation and application patch management, Windows OS, endpoint protection and Active Directory
Troubleshoot issues with LAN, WAN, network hardware and cabling
Strong ability to provide technical support remotely using various tools
Willingness to accept accountability as an individual and strive to improve
Ability to lead small projects from conception and initiation to project close
Create and maintain technical documents that become shared tools for our team
Contribute to an internal customer Knowledgebase to assist with self-service concept
Ability to train and educate our end users on technology available to them
Other duties as assigned.

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