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.

Job Summary

The Global Support Services Technician – Level 3 will be responsible for providing various IT support functions and will work directly with employees to set up new PC’s and assist with support desk ticket resolution.

Essential Job Duties and Responsibilities

• Own user-generated IT Incidents / Requests from intake to resolution as assigned in the IT service management software (ServiceNow). 
• 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 expert 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.
• Document meaningful notes and details for resolutions in IT documentation / incidents / Requests / Problems.
• Provide the single point of contact for communications with the end-user related to IT Incidents, Requests, Problems, etc. Communicate proactively to ensure the end user is aware of status and next steps.
• 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 the IT Service Desk team to continuously improve Level 1 and Level 2 support processes. Includes knowledge transfer, documentation, and training to expand the breadth of IT Incidents/Request/Problems that can be effectively resolved by Level 1 and 2 team members.
• Coordinate work with vendors as required to support our infrastructure and equipment.
• Identify and escalate situations requiring urgent attention.
• Write and document technical solutions for publishing in the Nordson IT Support Knowledge base.
• Provide exceptional customer service through courteous, prompt, and accurate communication. Use customer service soft skills to address upset customers and remediate complainants without the need for supervisor involvement.
• Order and deploy approved accessories and equipment as needed for sites within scope of assigned responsibility.
• Provide support for employee onboarding/transfer/offboarding including IT equipment setup, delivery, and retrieval.
• Manage and maintain local site systems’ health including printers, workstations, SCCM client, windows updates, Active Directory computer and user, etc.
• Support business infrastructure as required, Service Line activities, projects, and tasks to maintain site servers, network equipment, phone system, etc.
• Participate as needed in site projects adhering to IT policies, procedures, and best practices.
• Support and maintain site asset management processes including PC Refresh, projects, break/fix, etc.
• 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.
• Other duties as assigned.

Additional job duties as required when serving as a Level 3 Representative on Infrastructure & Operations Service Line teams.

Responsibilities may include:

• Support technology implementation and maintenance efforts
• Assist in supporting Service Line team action plan
• Participate in the Service Line escalation group to handle operations issues
• Assist coordinating service line related data collection
• Assist as needed with communication between the Service Line team and GSS

Education and Experience Requirements

Education

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

Experience

• Minimum 3 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
• Experienced to 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.
• Basic understanding of scripting technologies such as Office macros, PowerShell, Windows Scripting Host.
• Some server experience with installation, patching, and troubleshooting.
• 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

Minimal travel locally to support sites

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, disability, citizenship status, marital status, veteran status, or any other reason prohibited by law.

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.