Provide on-site technical support across DMG MORI USA: troubleshoot hardware, Windows and Microsoft 365 issues, support iOS devices, provision and image workstations, maintain IT asset inventory, document resolutions, support conference room AV and video conferencing, assist onboarding/offboarding, escalate complex issues, and participate in IT projects.
Job Title: IT Help Desk Administrator – IT Operations (Helpdesk & Desktop Support)
Location: Hoffman Estates / Goose Island, IL (On-Site)
Reports To: Manager, IT Infrastructure & Operations
Hours: Monday–Friday, 8:30am to 5:30pm
Classification: Exempt
Position Overview:
We are seeking a motivated and customer-focused IT Help Desk Administrator to provide technical support for end users across DMG MORI USA locations. This role is responsible for delivering technical support services, troubleshooting hardware and software issues, supporting mobile devices, maintaining IT inventory, and assisting with endpoint deployments.
The successful candidate will possess strong technical troubleshooting skills, excellent customer service abilities, and a passion for helping users resolve technology challenges. This position plays a key role in ensuring a reliable, secure, and productive IT environment for employees throughout the organization.
Key Responsibilities:
- Provide technical support services to employees across a wide range of hardware, software, mobile devices, and business application needs.
- Troubleshoot and resolve hardware, software, operating system, and application problems for local and remote users.
- Provide white glove technical support to executives and senior leadership, ensuring timely resolution of issues with minimal disruption to business operations.
- Perform computer provisioning, software deployment, workstation setup, replacement, and configuration.
- Support and troubleshoot Apple iPhone and iPad devices.
- Assist with user onboarding and offboarding activities, including device preparation and account setup.
- Diagnose and resolve conference room technology issues, including video conferencing platforms, display systems, audio devices, and meeting room peripherals.
- Install, configure, and maintain approved business software and hardware.
- Track and maintain IT asset inventory, ensuring hardware and software records remain accurate.
- Document technical issues, resolutions, and support procedures within the IT ticketing system and knowledgebase.
- Escalate complex technical issues to senior IT staff when necessary.
- Communicate effectively with both technical and non-technical users while maintaining a high level of customer service.
- Identify recurring issues and assist with developing long-term solutions and process improvements.
- Support IT projects and technology initiatives as assigned.
- Perform other duties and projects as assigned.
Required Qualifications:
- Bachelor’s degree in information technology, Computer Science, or a related field preferred.
- Minimum of 3 years of experience in a Help Desk, Desktop Support, or IT Support role.
- Experience supporting Microsoft Windows and Microsoft 365 environments.
- Experience managing and troubleshooting mobile devices, including iOS/iPadOS
- Familiarity with Active Directory, endpoint management solutions, and remote support tools.
- Experience with computer imaging, software deployment, and hardware troubleshooting.
- Strong troubleshooting and analytical skills across desktop, mobile, server, and networking technologies.
- Ability to install, configure, and support various hardware and software platforms.
- Experience working effectively with technical and non-technical personnel.
- Excellent communication, organizational, and customer service skills.
- Certifications such as A+, Network+, Security+, Microsoft 365 Endpoint Administrator, ITIL, or similar are highly desirable.
Work Environment:
General office environment will be experienced. There will be periodic exposure to manufacturing environments, which may present possible hazards such as noise, electricity, chemicals, heavy equipment, and other automated and manual machinery.
Physical Demands:
- Frequent: Sitting at the desk, utilizing computers and phones, standing, walking, and reaching
- Periodic: Repetitive foot, leg, hand, arm, shoulder, and torso movements. Bending, squatting, stooping, reaching, pushing, pulling, and lifting
- Occasional: Lifting or moving up to 50lbs
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