IT Helpdesk - Level Position Summary: Responsible for performing customer service, technical assistance, and support activities related to end user computers, devices, applications, communications, and related equipment. Responds to service requests, performs diagnostics, identifies the problem, and determines and implements solutions. Escalates requests as necessary to 2nd level support, or other groups. This position will support our Latin American based teams from our Plymouth, MN office.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Provide first line analysis and response to incidents and service requests submitted by internal business users.
Respond to and resolve user requests for assistance in person, via phone, via web, and via email.
Perform diagnostics and work with user as needed to properly document, prioritize, and queue incoming requests requiring 2nd level support.
Perform routine support tasks such as security, imaging, inventory, and software installs, leveraging more experienced IT Specialist as required.
Utilize and maintain the help desk tracking software.
Assist in maintaining, creating, delivering IT and end user documentation and training related to end user computers, devices, applications, communications, and related equipment.
May participate in on-call duties on a weekly rotational basis.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Two year degree, applicable certification, or equivalent experience required.
1 year of relevant technical experience required.
Previous experience in customer support, computer operations, system administration, or related areas preferred.
Strong interpersonal communications skills are required.
Technical knowledge of MS Windows client/desktop systems, applications and infrastructure components.
Familiar with most basic desktop system administration tools and processes.
It is the policy of Daikin Applied to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Daikin Applied will provide reasonable accommodations for qualified individuals with disabilities.
About Daikin Applied
Daikin Applied is a member of the global air conditioning company, Daikin Industries. Daikin Applied manufactures technologically advanced commercial HVAC systems that customers from around the world can trust to advance their needs for performance, reliability and energy efficiency. We develop innovations that create the right environments for successful businesses and critical applications. The people at Daikin Applied are committed to using their expertise to advance HVAC technologies and support our customers with efficient and reliable solutions. Daikin Applied products and services are sold through a global network of dedicated sales, service and parts offices.
Daikin Applied, formerly known as Daikin McQuay, was started in 1924 and has an extensive history of developing new, industry-leading innovations and technology. Our award-winning Rebel rooftop units, Magnitude magnetic bearing chillers, Pathfinder air cooled chillers and Intelligent Equipment set new standards for efficiency and value for building owners. Also, our extensive water source heat pump and applied technologies, aftermarket service, and parts operations provide support to keep our customers' operations running smoothly.
Daikin Industries, Ltd. is a Fortune 1000 company with 2015 revenues in excess of $15 billion and more than 51,000 employees worldwide. Daikin was named one of the world's most innovative companies by Thomson Reuters.
HVAC equipment, Internet of Things (IoT) for HVAC, energy management, aftermarket service support and replacement parts, and turnkey solutions.