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    Lead Desktop Support Specialist - Duluth, United States - Nordson

    Nordson
    Nordson Duluth, United States

    1 week ago

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    Description

    Collaboration drives Nordson's success as a market leader in Industrial Precision Solutions and Advanced Technology. Our employees thrive in an environment where we help each other reach our personal best and enable our company to continuously improve and grow, and our customers to succeed. You will find Nordson employees sharing our success by giving back in the communities around the world where we live and work.

    Essential Job Duties and Responsibilities

    • Own/Contribute to team management.
      • Maintain frequent communication with regional managing leaders, peers, and IT teams to maintain awareness of current events, issues, and changing processes and standards.
      • Work with the Business and Information Systems teams on hardware/software requirements, deployment, testing, upgrades, and support issue escalation.
      • Assists team as needed when regional leader is out of office/not available and be a point of contact for team.
      • Responsible individual for managing team meetings (Start, manage content, presents, meeting minutes).
      • Managing/leading key aspect of processes and tools.
      • Own certain technologies and/or processes, make technical decisions/lead based on industry best practices.
      • Participate with interviewing and procuring team talent.
      • Coordinate onboarding and training of team new hires.
      • Assists with defining processes and procedures.
      • Participate in projects and tasks as required adhering to IT policies, procedures, and best practices.
      • Assists with defining processes and procedures.
      • Participate in vendor meetings and activities as required.
      • Proactively identify opportunities to improve and make recommendations for change.
    • Assists with coordinating and managing projects assigned to team.
      • Responsible for ensuring projects meet deadlines and stakeholder expectations.
      • Coordinate and manage project tasks adhering to IT policies, procedures, and best practices.
      • Provide effective communication of project progress to key stakeholders as required.
    • Assist with managing daily ticketing system (Service Now) responsibilities.
      • Daily monitoring and escalation of priority and aging tickets.
      • Create, document, and monitor problem records in ServiceNow when individual Incidents rise to a recurring or systemic level. Ability to escalate as required to drive for resolutions.
      • Meet or exceed service level agreements when dealing with incidents, projects, change, or problem management.
      • Assists team with identifying and addressing aging, unassigned, or stalled tickets.
      • Assists team with identifying and addressing SLA and MTTR breached tickets.
      • Assists team with maintaining up-to-date regional location data to ensure data accuracy.
      • Manage and monitor team member's Out of Office.
      • Experience with asset management concepts and maintaining accurate data.
      • Continuous maintenance and contributions to the support knowledge base.
      • Point of contact for customer escalations
    • Manage processes for team providing after hours and holiday coverage.
      • Participate with managing service desk call tree outgoing message (option to leave VM for IT On Call).
      • Coordinate and manage after hours rotation for team.
      • Business and after-hours escalation contact.
      • Maintain after hours process documentation.

    Education and Experience Requirements

    Education

    • Bachelor's degree in IT/computer science or a combination of related education and experience.

    Experience

    • Proven ability to manage a team and technical resources.
    • Minimum 5-8 years of direct end user support experience and technology, including Microsoft Windows, PC OS/Hardware/Software, O365, LAN/Wi-Fi Networks, AD, mobile devices, phone system, printing, cyber security and remote user support.
    • 2+ years of experience in medium to large project management.

    Skills and Abilities

    • Customer service mindset.
    • Excellent problem-solving ability.
    • Strong interpersonal, verbal, and written communication skills.
    • Experience working in a team-oriented, collaborative environment.
    • Able to prioritize and execute tasks in high-pressure environment.
    • Ability and discipline to follow standards, procedures, checklists, and design documents.
    • Detail oriented with the ability to work independently/self-starter.
    • Experienced with creating and maintaining quality documentation.
    • Experience with Service Now ticketing and asset management systems is preferred.
    • Articulate clearly and professionally through verbal and written communication displaying technical knowledge at an expert level.
    • Able to communicate to mass group of customers properly.
    • Ability to deal with sensitive and or difficult situations.
    • Able to manage small teams and activities.
    • Good time management skills and able to meet deadlines.
    • Ability to work non-standard hours, weekends, and on-call as necessary.
    • Well organized with the ability to multi-task and work with less supervision.
    • Basic understanding of business systems ERP systems like SAP functionality.
    • Basic understanding of networking fundamentals: DHCP, DNS, static IP, subnet, gateway.
    • Experienced to expert knowledge of the support process for the main technologies in our environment, including Windows 10, Office 365, Active Directory, Dell PC/Laptop hardware, mobile devices, network printers, PC imaging.
    • Basic understanding of scripting technologies such as Office macros, PowerShell, or Windows Scripting Host.
    • Lifelong learner, staying current with system information, changes, and updates.

    Working Conditions and Physical Demands

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

    Travel Required

    None

    Minimal

    Estimated 30%

    Nordson Corporation provides equal employment opportunity to all applicants and employees. No person is to be discriminated against in any aspect of the employment relationship due to race, religion, color, sex, age, national origin, ancestry, disability, sexual orientation, gender identity, genetic information, citizenship status, marital status, pregnancy, veteran status or any other status protected by applicable federal, state, or local law.

    All employment offers are contingent upon successful completion of our pre-employment drug screening and background/criminal check, consistent with applicable laws.

    Nordson Corporation provides equal employment opportunity to all applicants and employees. No person is to be discriminated against in any aspect of the employment relationship due to race, religion, color, sex, age, national origin, ancestry, disability, sexual orientation, gender identity, genetic information, citizenship status, marital status, pregnancy, veteran status or any other status protected by applicable federal, state, or local law. All employment offers are contingent upon successful completion of our pre-employment drug screening and background/criminal check, consistent with applicable laws.Third party recruiters and agencies should not contact employees of Nordson or its subsidiaries directly. Any resumes sent to a hiring manager or submitted to Nordson employees are considered unsolicited and property of Nordson. Nordson will not pay a placement fee unless the agency or recruiter has a signed contract with Nordson's Human Resources department in advance of submitting a candidate for consideration. Verbal and written approvals will not be considered a valid contract for service.
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