Hobart Service, an Illinois Tool Works Company, has been in business for over 120 years and is the trusted source for Commercial Food Equipment Service Solutions. We have over 1,700 associates nationwide who serve as valued partners to our customers. Our employees are dedicated to providing the best customer service, give back to the communities where they live and work, and demonstrate the ITW values of Integrity, Simplicity, Trust, Respect and Shared Risk.
As the point of contact for Incident Resolution and Service Requests, the Service Desk Analyst is the face and voice of the IT department. The goal of a Service Desk Analyst is prompt and professional resolution of requests in a fast paced, highly multi-tasked environment. Professionalism, customer service, multitasking, well written, well spoken, and rapid incident resolution are skills and traits of a promising candidate for this position.
Provide 1st level support and tracking for PC hardware and software related incidents via email, chat, phone, and in-person.
Monitor and remediate potentially complex workstation/client incidents
Work with different levels of the technical support team to escalate more complex incidents for resolution
Provide Windows Active Directory and Office 365 user maintenance
Identify areas for system improvements and upgrades to the IT Service Desk
Participate in an on-call rotation consisting of 2-3 weeks per year of 24/7 availability
Potential for nights and weekends work, however normal business hours are 8am - 6pm (two shifts)
Associates Degree in MIS/Business or related field
Team Player Mentality
Strong and positive customer service mindset
End-to-end ownership of incident requests
Strong communication skills, both written and oral
Ability to work well with groups and individuals of all levels
Has initiative and ability to relay policies and procedures through positive influence
Proactively seek partnerships and offer expertise to others
Eagerness to learn from others
Strong organizational skills, capability to coordinate multiple concurrent activities
Strong analytical skills, ability to identify patterns of behavior to identify root cause and problem solve
Experience with Microsoft Active Directory user maintenance
Experience with Windows 7/10 Operating System
Experience supporting iOS and Android devices
Experience logging tickets in a ticketing system
0-3 years experience troubleshooting hardware and software incidents in a high-volume enterprise service desk environment
Desired Education/Experience
Bachelor's Degree in MIS/Business or related field
Office 365 Administration
Lenovo and Ruggedized PC and Laptop hardware
Supporting a 90% remote workforce
PowerShell scripting
Mobile Device Management (MDM) platform, preferably Microsoft Intune
Certificates and Licenses
Why work for us?
Competitive pay
Great insurance options with low premiums
Paid vacation and holidays
401K with company match
Extensive on-the-job, online, and classroom training
Service vehicle, uniforms, and safety equipment provided
Safety-conscious work environment
Hobart Service is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
ITW and Hobart Service are committed to providing a healthy and safe environment for all employees. To demonstrate this commitment, Hobart Service is tobacco-free (including e-cigarettes) on campuses and within company vehicles and maintains a drug-free workplace.
If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please contact Human Resources at service.hr@hobartservice.com to request assistance. No other requests will be acknowledged.
ITW is an equal opportunity employer. We value our colleagues' unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.
As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.
All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.
ITW is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
