Senior Associate, Help Desk/On-Site Support

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

• Provide onsite IT support, own IT Incidents / Requests escalated from Service Desk related to hardware, software, telephony, mobile devices, network, applications, cyber security, etc.
• Own user-generated IT Incidents / Requests from intake to resolution as assigned in the IT service management software.
• Monitor and respond based on priority to IT Incidents / Requests received through ServiceNow. Incidents may involve hardware, software, telephony, mobile devices, and applications.
• Articulate clearly and professionally through verbal and written communication displaying technical knowledge at an advanced level.
• When individual Incidents rise to a recurring or systemic level, create and document Problem records in ServiceNow and escalate to the appropriate technical teams.
• Follow standard operating procedures to perform initial assessment, documentation and assignment of incidents and all support desk tickets. Assist team with assessment and in-depth troubleshooting of more complex issues.
• Provide the single point of contact for communications with the end-user related to IT Incidents, Requests, Problems, etc.  Communicate proactively with status and next steps.
• Able to communicate to mass groups of customers properly
• Make technical decisions at the operational level based on defined Nordson processes and industry best practices.
• Identify opportunities to improve operations processes and make recommendations for changes.
• Partner with Service Desk to continuously improve support processes.  Includes knowledge transfer, documentation and training to expand the breadth of items that are effectively resolved by the Service Desk.
• Coordinate work with vendors as required to support our infrastructure and equipment.
• Escalate Incidents to the appropriate technical teams for resolution as needed; create Problem records when individual Incidents rise to a recurring or systemic level.
• Write and document technical solutions for publishing in the Nordson IT Support Knowledge base, contribute to IT support process improvements
• Create partnership with local users through exceptional customer service and courteous, prompt and accurate communication.  Use soft skills to address customer concerns and resolve complainants without need for escalation.
• Provide support for employee onboarding, job change, offboarding, including IT equipment setup, delivery, collection, etc.
• Order and deploy approved accessories and equipment as needed for sites within scope of assigned responsibility.
• Support and maintain site asset management and processes including PC Refresh, projects, break/fix, etc.
• Manage and maintain local site systems’ health including printers, workstations, SCCM client, windows updates, Active Directory computers and users, asset management, etc.
• Support business infrastructure as required, Service Line activities, projects, and tasks to maintain site servers, network equipment, phone system, etc.
• Participate as required in projects adhering to IT policies, procedures, and best practices.
• Support and engage in I&O Service Line team/tasks/projects. Coordinate activities and tasks across teams.
• Ability to work non-standard hours, weekends, and on-call as necessary.
• Ability to regularly walk facility and utilize scissor lifts and/or ladders as required.
• Provide end user and team training as needed.
• Well organized with the ability to multi-task and work with minimal supervision.
• Other duties as assigned.

Education

• Bachelor’s Degree in Computer Science or related field or 5+ years related work experience required.

Experience

• Minimum 5+ years of direct end user support experience, including Microsoft Windows, PC Hardware, LAN/Wi-Fi Networks, mobile devices, Office applications, and remote users support experience is preferred as well.

Preferred Skills and Abilities

• Customer service mindset.
• Excellent problem-solving ability.
• Strong interpersonal, verbal, and written communication skills.
• Ability and discipline to follow standards, procedures, checklists, and design documents.
• Detail oriented with the ability to work independently/self-starter.
• Strong prioritization and time management skills
• Expert knowledge of the support process for the main technologies in our environment, including Windows 10, Office 365, Active Directory, PC/Laptop hardware, mobile devices, PC imaging, Autopilot.
• Basic understanding of scripting technologies such as Office macros, PowerShell, Windows Scripting Host.
• Some server experience with installation, patching, and troubleshooting.
• Some networking experience with installation, configuration, upgrading, and troubleshooting.
• Lifelong learner, staying current with system information, changes, and updates.
• Excellent asset management skills

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.

Base Salary/Hourly Range for this position is: $27.10 to $40.65 annually/per hour, and bonus target is 3%; shift premium may be available depending on shift associated with the specific job opportunity. Benefits include Medical, Rx, Vision, Dental, and Health Savings Account (HSA), Retirement and Security benefits including 401k and Life Insurance. In addition to Paid Time Off and paid Holidays, each employee receives 16 hours paid time each calendar year to perform volunteer services for Nordson-sponsored events. Ample opportunities for giving exist at Nordson including our Matching Gifts Program.

The base pay range for this job level is a general guideline and not a guarantee of compensation or salary. Individual salaries are determined by a variety of factors including but not limited to internal equity, business considerations, and local market conditions, as well as candidate qualifications, such as education, experience, and skills. 

Please review and confirm that all required pay transparency information has been included before proceeding.

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.