IT Field Service Specialist II

Donaldson • Cresco, IA

5d • Onsite

About The Position

Donaldson Company is seeking an experienced IT Field Service Specialist II to provide desk-side support in a manufacturing facility. The role requires strong analytical skills, attention to detail, reliable follow-through, a continual-improvement mindset, and excellent internal customer service, communication, and relationship skills. The position supports computer systems, RF scanners and other mobile devices, printing technologies, productivity and web-based applications, and Oracle R12 applications and processes. The position must be performed on site daily at the Cresco, Iowa facility, with up to 15% travel.

The specialist supports employee-facing technologies, manages equipment and site assets, delivers service requests in accordance with service expectations, and helps execute cybersecurity, infrastructure, and IT service-management processes. The role also supports conference-room audio and video systems, works with technical and project teams on secure solutions, and serves as the on-site support partner for network and server teams.

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%.
• 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.
• Strong dedication to quality customer service and working knowledge of service delivery procedures.
• 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 including VPN clients.
• Ability to work independently and collaboratively in a warehouse or manufacturing environment.
• Strong verbal and written English and region-specific language skills.
• Strong understanding of Access databases.
• Ability to handle multiple tasks simultaneously.
• Working knowledge of software and/or processes related to security, databases, 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.
• General knowledge of business telephone system functionalities.

Nice To Haves

• Bachelor's degree.
• At least 5 years of experience providing IT support for warehouse and/or manufacturing technologies and processes.
• CompTIA A+ certification.
• CompTIA Net+ certification.
• Previous ServiceNow experience.
• Working knowledge of Oracle R12 application systems, processes, and support.

Responsibilities

• Provide intermediate to advanced desk-side technical support for employee-facing technologies, including workstations, laptops, printers, tablets, mobile devices, RF devices, operating systems, software, and business applications.
• Manage the client equipment lifecycle, including purchasing, building, delivery, upgrades, retirement, standards, and compliance monitoring.
• Ensure service requests and incidents are delivered according to SLA and OLA expectations.
• Support execution of 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 technology road maps ranging from 18 months to 3 years, based on reference architecture and business requirements, to guide investment decisions in user productivity devices.
• Act as the primary on-site partner for network and server teams, providing smart-hands support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED