* Provide first point of contact on escalated concerns. * Respond to requests for technical assistance in person, via phone, electronically. * Advise users on appropriate actions. Follow standardized operating procedures. * Log all help desk interactions and provide initial documentation for knowledge article creation. * Administer help desk software. * Redirect problems to appropriate resources. * Identify and escalate situations requiring urgent attention. * Prepare activity reports. * Stay current with system information, changes and updates. * Create knowledge articles as appropriate. * Other duties as assigned.
EDUCATION & EXPERIENCE REQUIREMENT
Detail-oriented, self-starter with strong communication and organizational skills. The successful candidate will have a proven ability to multi-task and work collaboratively as well as independently in a dynamic environment. Additional qualifications are as follows:
* Associate's degree or 2 years of college coursework required; Bachelor's degree in computer-related discipline preferred. * Additional experience may substitute for education.
PREFERRED SKILLS & ABILITIES
* At all times works with a sense of urgency and commitment to understand business partners urgency and impact of concerns. * Meet or exceed service level agreements when dealing with incident, change, or problem management. * Contribution to continuous improvement programs. * Additional key competencies include problem solving, root cause analysis, and creating a trusting environment. * Effective oral and written communication skills, learning skills, customer service orientation, problem analysis, problem-solving, adaptability, planning and organizing, attention to detail, participant in continuous improvement, stress tolerance. * Basic understanding of business systems ERP systems like SAP functionality is a plus. * Candidate may require working non-standard hours, weekends, or on-call duties. * Basic understanding of scripting technologies such as PowerShell, Windows Scripting Host and KIX.
WORKING CONDITIONS & PHYSICAL DEMANDS
Office environment. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Nordson Corporation provides equal employment opportunity to all applicants and employees. No person is to be discriminated against in any aspect of the employment relationship due to race, religion, color, sex, age, national origin, disability, citizenship status, marital status, veteran status or any other reason prohibited by law.
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.