IT Specialist, IT Support Western US

Requisition ID:  28367
Job Location(s): 

Ames, IA, US

Job Description

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.

Job Responsibilities

Responsibilities for this position include, but are not limited to, the following.


•    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 Ames, 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

Background & Skills

Education and Experience
•    2-year degree in IT related field (required)
OR
•    2-3 years of experience (required)
•    Bachelor’s degree in IT related field (preferred)

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
•    Knowledge and experience in ITIL
•    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.

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


 

Danfoss – Engineering Tomorrow

At Danfoss, we are engineering solutions that allow the world to use resources in smarter ways – driving the sustainable transformation of tomorrow. No transformation has ever been started without a group of passionate, dedicated and empowered people. We believe that innovation and great results are driven by the right mix of people with diverse backgrounds, personalities, skills, and perspectives, reflecting the world in which we do business. To make sure the mix of people works, we strive to create an inclusive work environment where people of all backgrounds are treated equally, respected, and valued for who they are. It is a strong priority within Danfoss to improve the health, working environment and safety of our employees.


Following our founder’s mindset ‘action speaks louder than words’, we set ourselves ambitious targets to protect the environment by embarking on a plan to become CO2 neutral latest by 2030.


Danfoss is an EO employer and VEVRAA Federal Contractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected category.

Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.

Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.

Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than 42.000 people, serving customers in more than 100 countries through a global footprint of 95 factories.
 

 

Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.

Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.

Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than 42.000 people, serving customers in more than 100 countries through a global footprint of 95 factories.
 

 


Nearest Major Market: Ames
Nearest Secondary Market: Des Moines