IT Desktop Specialist

IT Desktop Specialist

IT Desktop Specialist

COMPANY BACKGROUND
IMCD US is a leading global distribution partner and formulator of specialty chemicals and ingredients. An entrepreneurial group founded IMCD in 1995 in the Netherlands. Our vision to transform the distribution industry by continuously adding value to the supply chain through expertise and innovation, is what still drives us today.

Today, we have operations in over 50 countries, where we successfully combine local knowledge with global expertise to obtain sustainable results. IMCD is a strong, innovative business partner and accelerator of solutions for suppliers and producers of consumer, industrial and durable goods in diverse business sectors. Our commercial excellence and solid operations structure facilitate healthy growth.

The IT Helpdesk Analyst will provide a point of contact for end-users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely, accurate, professional and with a “client service attitude” fashion and provide end-user assistance where required.

Successful candidates will be responsible to:
IT support line x4460
Answer all calls on the IT support line, create service tickets and assist IMCD users to solve their problems. Escalate issues to other specialists within the group as required
IT Support via Service Desk
Respond to all incidents and work requests as received via incident management tickets. Respond to end user within 12 hours and resolve incidents as expediently as possible Provide users with an update every 24-36 hours for lingering tickets. Close tickets within 24 hours of a resolution with the appropriate information and time spent on the incident
Computer / Printer setup, cell phone set up
Setup new Desktops, Notebooks and Printers
Trouble shoot application errors, viruses, and Operating System issues.
Transfer and escalate incidents to manufacturers or suppliers in a timely manner
Setup new units, repair or replace troubled units
Track the assets and maintain programs to distribute and display
General IT support
As assigned by IT Management
AD/App MACDs as accessible to this individual
Unpacking, moving, and disposing of IT hardware and equipment

Skills:
Ability to troubleshoot user computer hardware following professional best practices.
IOS/Android knowledge beneficial
Possess an extensive knowledge of Microsoft Office and Office like Microsoft Applications and Operating Systems experience beneficial in JDE, AX, SFDC, Qlik, Excel Macros,
Experience with networking protocols and solutions especially
Cisco/HP/Fortinet would be beneficial.
Ability to lift and move hardware/packages up to 20kgs.

Required Qualifications:
Community College or equivalency required
Computer experience
Desired Qualifications
Bachelor’s Degree in IT or Computer Science or related field
Help Desk experience

Competencies:
Business Acumen
Problem Solving/Analysis
Customer/Client Focus
Communication Proficiency
Teamwork Orientation

Supervisory Responsibility:
This position has no supervisory responsibilities.

Work Environment
This job currently operates on a hybrid schedule rotating between in-office and remote work environments. This role routinely uses standard office equipment.

Position Type/Expected Hours of Work
This is a full-time position, and the hours of work and days are Monday through Friday from 8 a.m. to 5 p.m., unless otherwise directed. Additional hours may be required as needed.

Travel
No travel is expected for this position.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

IMCD Offers
If you want to make a real difference and work for a growing and expertise-driven company, then we’d love to hear from you. We’re looking for people who are experts in their field, be it technical, commercial, or managerial. By joining IMCD, you’ll be part of an entrepreneurial, fast-growing group of ambitious and like-minded professionals, where you’ll have the freedom to make your own mark. We are committed to delivering value and acting responsibly. As we grow, we keep our founders’ entrepreneurial spirit intact, creating a world of opportunity. As a truly international company, we have a presence in cities including Singapore, Melbourne, Milan, Cologne, Paris, Zurich, Los Angeles, São Paulo and Toronto. Our Group Office is in Rotterdam, the Netherlands and our shares are traded on the Amsterdam Euronext market, where we are part of the large cap AEX index.