IT Field Service Specialist II

Donaldson Company•Cresco, IA

4d•Onsite

About The Position

Donaldson Company is hiring an experienced IT Field Service Specialist II to provide desk-side support at its manufacturing facility in Cresco, Iowa. The role supports employees using a range of user-facing technologies, including computer systems, RF scanners and other mobile devices, printing technologies, productivity and web-based applications, and Oracle R12 applications and processes. The position requires a daily on-site schedule and strong analytical, communication, customer relationship, and follow-through skills, along with a focus on continual improvement and high-quality internal customer service. The specialist manages the lifecycle and standards of client equipment, supports service-level commitments and cybersecurity activities, and helps ensure that infrastructure and services comply with approved standards. The role also partners with architects, information security, project teams, and network and server teams to plan, implement, and support secure technology solutions. It includes supporting conference room audio/video systems and carrying out technology road maps aligned with business requirements.

Requirements

High school diploma or GED.
At least 3 years of experience providing IT support for technologies and processes.
Ability to work on-site daily at the Cresco, Iowa facility.
Ability to travel up to 15%.
Strong dedication to quality customer service and working knowledge of service delivery procedures.
Ability to handle many tasks simultaneously.
Working knowledge of software or processes related to security, databases, the internet, project management, spreadsheets, and word processing.
Excellent follow-through and attention to detail.
Strong problem-solving skills and decision-making ability.
Good task management and organizational skills.
Ability to lift and carry items weighing up to 50 pounds.
Must be legally authorized to work in the United States without current or future immigration sponsorship.

Nice To Haves

Bachelor's degree.
At least 5 years of experience providing IT support for warehouse and/or manufacturing technologies and processes.
Experience with Microsoft Windows 10 and 11 and the Office 365 suite.
Working knowledge of Microsoft Active Directory, Exchange, SCCM, and Intune.
Working knowledge of networking, including TCP/IP, firewall configuration, LAN and WAN technologies, and remote access technologies such as VPN clients.
Ability to work independently and collaboratively in a warehouse and/or manufacturing environment.
Strong verbal and written English and region-specific language skills.
Strong understanding of Access databases.
CompTIA A+ and CompTIA Network+ certifications.
Previous ServiceNow experience.
Working knowledge of Oracle R12 application systems, processes, and support.
General knowledge of business telephone system functionalities.

Responsibilities

Provide intermediate to advanced desk-side support for employee-facing technologies, including workstations, laptops, printers, tablets, mobile and RF devices, operating systems, software, and business applications.
Manage the client equipment lifecycle, including purchasing, building, delivery, upgrades, and retirement; set standards and monitor compliance.
Ensure service requests and incidents are delivered according to SLA and OLA expectations.
Execute the IT cybersecurity plan through client and server patching, rights management, 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 with system architects, information security, and project teams to design and deploy secure solutions.
Execute Incident, Change, and Root Cause ITIL processes.
Ensure new infrastructure equipment and services comply with approved standards and support deployment of new solutions.
Support and manage integrated audio and video conference room equipment, including issue remediation, proactive maintenance, documentation, training, lifecycle management, and planning and installation of new conference rooms.
Execute 18-month to 3-year technology road maps based on reference architecture and business requirements to guide investment decisions in user productivity devices.
Act as the primary on-site smart-hands partner for network and server teams.