IT Site Support Specialist

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.

This position is located onsite at our facility in Jackson, Michigan.  There is no relocation assistance or visa sponsorship for this position.

This position requires the use of information or access to technology which is subject to the International Traffic in Arms Regulations (ITAR) and/or Export Administration Regulations (EAR). All applicants must be U.S. persons within the meaning of ITAR/EAR. ITAR/EAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. ‘Green Card Holder’), Political Asylee, or Refugee.

Job Responsibilities

Key Tasks & Responsibilities: 
•    Receive, register, and work on user requisitions by Phone, Email, and other channels acting as second-line support.
•    Responsibility for administrating users, systems, and user rights by 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 the second line to the correct expert (third line).
•    Provide general local on-site and hands-on IT support at our facility, assisting in resolving 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

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 relationships with business partners and co-workers.
•    Show strong performance and development in all planned objectives

Background & Skills

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

Required Competencies:
•    Exceptional Service and Customer Mindset
•    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.

At Danfoss, we believe that a diverse and inclusive workplace fosters creativity, innovation, and a broader perspective in decision-making. When you consider this job posting, do you feel like your profile is not a perfect match? Numerous studies have found that women and people of color are more likely to apply only when they meet all the requirements listed in the job posting. Even if you do not check all the boxes, we encourage you to apply anyway. We are curious to find out how you can bring new insights to the role or Danfoss as an organization.

Employee Benefits

We are excited to offer you the following benefits with your employment:

• Bonus system
• Paid vacation
• Flexible working hours
• Personal Insurance
• Opportunity to join Employee Resource Groups
• State-of-the-art virtual work environment
• Employee Referral Program

This list does not promise or guarantee any particular benefit or specific action. They may depend on country or contract specifics and are subject to change at any time without prior notice.

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.