IT Field Service Specialist II

Donaldson - Durham, NC

Full-time - Mid Level

Durham, NC

Computer and Electronic Product Manufacturing

About the position

The IT Field Service Specialist II at Donaldson is responsible for providing advanced desk-side technical support in a combined office and laboratory environment. This role focuses on ensuring high-quality customer service and effective problem resolution for various user-facing technologies, including Windows and MacOS systems, printers, and mobile devices. The specialist will also manage the lifecycle of client equipment, execute IT Cyber Security plans, and support integrated audio and video conference room equipment, all while collaborating with various teams to design and deploy secure solutions.

Responsibilities

• Provide intermediate to advanced desk side technical support to employees for all user facing technologies (Windows and MacOS laptops and workstations, printers, tablets, mobile devices, RF devices, operating systems, software, business applications, etc.)
• Manage the client equipment lifecycle (build, deliver, upgrade, retire).
• Ensure that service requests and incidents are delivered per SLA and OLA expectations.
• Execute the IT Cyber Security plan through support of client and server patching, rights management, and event response and remediation.
• Deploy and manage printing and scanning solutions.
• Maintain site assets through accurate asset management and order stock as needed.
• Document and follow processes to provide a consistent end-user experience.
• Work closely with system architects, information security, and other project teams in designing and deployment of secure solutions.
• Execute Incident, Change, and Root cause ITIL processes.
• Ensure the compliance of all new infrastructure equipment and services with the approved standards and support the deployment of new solutions.
• Support and manage integrated audio and video conference room equipment; including but not limited to issue remediation, proactive maintenance, documentation and training, lifecycle, and the support of planning and installation of new conference rooms.
• Execute 18 month to 3-year technology road maps based on reference architecture aligned to business requirements which will drive investment decisions in Donaldson's user productivity devices.
• Act as the primary partner with network and server teams as the on-site smart hands.

Requirements

• 3+ years of experience providing IT support for technologies and processes.
• Bachelor's degree or equivalent experience.

Nice-to-haves

• 5+ years of experience providing IT support for laboratory and/or manufacturing technologies and processes.
• Strong dedication to quality customer service, and a working knowledge of service delivery procedures.
• Experience supporting MacOS Sonoma, Microsoft Windows 10, 11, and the Office365 suite.
• Working knowledge of Microsoft Active Directory, Exchange, SCCM and InTune.
• Working knowledge of networking, including TCP/IP, firewall configuration, LAN & WAN technologies, and remote access technologies including VPN clients.
• Strong understanding of Access databases.
• CompTIA A+ & CompTIA Net+ certification preferred.
• ITIL certification a plus.
• Previous ServiceNow experience a plus.