The Role
Provide second-line IT support and on-site hands-on assistance for office and manufacturing users. Register and resolve incidents and service requests, administer user accounts and rights, troubleshoot PC hardware/software and network issues, support Microsoft and Cisco collaboration tools, perform root-cause analysis, document resolutions, escalate to third-line as needed, and ensure compliance with corporate security standards.
Summary Generated by Built In
Job Summary & Responsibilities
IT Specialist, IT Site Support Eastern US
Purpose:
Deliver world class IT service and support to the employees of Danfoss independent of region, country, or site. Ensure end user satisfaction and business operation by delivering full, end-to-end resolution of incidents and requests. Provide technical support for Danfoss office and manufacturing environments via phone, email, chat, or in-person.
Success Criteria:
Required Competencies:
Education & Experience
Purpose:
Deliver world class IT service and support to the employees of Danfoss independent of region, country, or site. Ensure end user satisfaction and business operation by delivering full, end-to-end resolution of incidents and requests. Provide technical support for Danfoss office and manufacturing environments via phone, email, chat, or in-person.
Success Criteria:
- Achieve goals/targets defined as IT KPIs and Global Service Desk KPIs
- Resolve Incidents, Service Requests, and other tasks within their deadlines.
- Good relationship with business partners and co-workers.
- Show strong performance and development in all planned objectives.
- Receive, register, and work on user requisitions by Phone, Email and other channels acting as second line support.
- Responsibility for administration of users, systems and user rights in accordance with Danfoss Standards.
- Work and follow-up on Incidents, Service Requests, Problems and other tasks that may be assigned
- Advise, guide and/or instruct users in the usage of products, systems and technology (software & hardware)
- Ensure proper escalation and handover of cases from second line to the correct expert (third line).
- Provide general local on-site and hands-on IT support at our facility in Tallahassee, FL, also assisting in the resolution of IT infrastructure incidents.
- Identify errors and use root cause analysis to deliver high quality IT solutions, create high quality documentation of systems, processes, and error resolutions
- Ensure compliance with security policies as described in Danfoss Corporate Standards as related to PC clients, and other Danfoss IT systems and report any breaches to Danfoss Security
Required Competencies:
- Exceptional Service and Customer mind-set
- Problem Solver / Good troubleshooting skills
- Good communication skills
- Ability to work in a global and ever-changing environment
- Able to work independently but also a good team player
- Self-driven and able to take ownership of tasks and see them through to completion
- In-depth understanding of PC architecture and basic understanding of IT infrastructure concepts
- Technical experience supporting users globally in second line support.
- Technical experience supporting IT hardware and software including but not limited to Microsoft products and solutions such as Windows OS, Office and Outlook in a Microsoft Exchange environment, Teams, Cisco Unified Communications, Mobile Management solutions, network connectivity and infrastructure.
Education & Experience
- 2-year degree in IT related field (required)
OR - 2-3 years of experience (required)
- Bachelors degree in IT related field (preferred)
#LI-DNI
Skills Required
- 2-year degree in IT related field
- 2-3 years of IT support experience
- Bachelors degree in IT related field
- Technical experience supporting users globally in second line support
- In-depth understanding of PC architecture
- Basic understanding of IT infrastructure concepts
- Experience supporting Microsoft Windows OS, Microsoft Office, Outlook, and Microsoft Exchange
- Experience with Microsoft Teams
- Experience with Cisco Unified Communications
- Experience with Mobile Management solutions (MDM)
- Knowledge of network connectivity and infrastructure
- Strong customer service mindset, troubleshooting ability, and good communication skills
- Ability to work independently and as part of a global team
- Ensure compliance with corporate security policies and report breaches
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Technology is mission-critical to your business so it must work — continuously. That’s why Pomeroy is always working. Everything we do — every assessment, every equipment procurement, every service outcome — is focused on keeping your organization running smoothly and staying productive. Your dedicated Pomeroy team carefully monitors your workplace so we not only optimize efficiencies but also pre-empt issues before your work is interrupted. We’re where you need us, ensuring business continuity often before the effects of an issue are ever felt. When something does happen, we immediately jump in and get your business technology back to full speed. You can be confident that a Pomeroy partnership brings the right level of tailored IT support specific to your business. And as your business grows and the world changes, we help evolve your IT capabilities so your business runs non-stop into the future.
