Associate IT Operations Analyst

Ecolab•Naperville, IL

6d•Hybrid

About The Position

Nalco Water, an Ecolab company, is seeking an IT Operations Support Specialist to provide first-line support for field teams and customers. The role troubleshoots 3D TRASAR and Nalco field equipment and provides problem-solving assistance to promote customer satisfaction. The position is hybrid in Naperville, Illinois, with a Monday–Friday schedule from 8:30 a.m. to 5:00 p.m.

Requirements

Bachelor’s degree or equivalent work experience.
At least 2 years of technical experience.
At least 2 years of customer service, contact center, or related experience.
Basic knowledge of PLCs and electrical components.

Nice To Haves

Experience using SAP and Microsoft Office Suite.
Understanding of industrial electrical and mechanical systems.
Ability to analyze and interpret spreadsheet data logically.
Ability to lead customer conversations and explain technical information clearly and confidently.
Consultative approach to problem-solving.
Organizational skills and attention to detail.
Ability to manage multiple projects and work efficiently against deadlines.
Ability to work through high-pressure situations and drive issues to a positive resolution.

Responsibilities

Serve as the first point of contact for troubleshooting 3D TRASAR and Nalco field equipment.
Provide live phone support to field representatives on standard equipment and e-catalog products, referencing specifications, product literature, and pricing.
Use SAP to communicate with customers about pricing, warranties, and equipment parts.
Track phone and email support tickets in ServiceNow.
Provide technical guidance to product marketing, R&D, and commercialization teams in assigned technology areas.
Partner with the Level 2 support team to resolve escalated issues.
Support team vision, goals, and metrics.