Desktop Support Specialist (ITIL)
Location: Rosemont, IL
Type: Full-Time Permanent or Contract-to-Hire (6 months)
Contact: Mary at
Travel: Occasional travel to IL plant locations (Elgin, Geneva, Milwaukee areas)
Required Skills:
- Education: Bachelor's degree or years of equivalent experience
- Required Work Experience: 3 - 5 years in End User Support
- Required Training/Certifications: ITIL v4 Foundations; Microsoft Certifications or working toward them; Cisco Certifications or working toward them
- Required Computer and Software Skills: Experience with Active Directory, Service Now (SNOW), Microsoft SQL
- Travel Requirements: Locally up to 40%
- Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure the availability of the service in accordance with service level commitments
- High willingness to drive transformation and service improvement
- Ability to quickly adapt to and from single person to team working environments
- Highly self-motivated and directed
- Attention to detail
- Diverse capability for problem-solving, decision making and sound judgment
- Strong organizational and communications skills
- Highly professional demeanor with the ability to speak confidently, courteously and credibly to all levels of management
- Work effectively in the face of ambiguity, shifting priorities and rapid change while actively developing one's skills and capabilities
- Foster a business focused environment delivering exceptional customer service and anticipating future customer needs
- Successful candidates must adhere to all safety protocols and proper use of Holcim approved Personal Protection Equipment ("PPE"), including but not limited to respirators
- Employees that are required to wear respirators must be clean shaven where the respirator seal meets the face in order to pass the qualitative and quantitative fit tests
Responsibilities
- This role will provide Tier 2 and Tier 3 support services and act as an escalation point for the Service Desk and Tier 1 support while ensuring that service levels are achieved
- Resolve and respond to customer issues
- Create technical documentation around new and established processes and procedures
- Effectively and efficiently apply predefined resolution frameworks, specialized IT system tools with the application of appropriate IT knowledge skills (e.g. troubleshooting) to resolve and respond to customer issues
- Responsible for the management of asset inventory in compliance with defined asset management processes
- Act as resolution Tier 2 and Tier 3 escalation point for complex business systems concern and issues
- Actively engage in project assignments including defining and leading project tasks and/or work packages to ensure adherence to budget, schedule, and scope of project
- Maintain, monitor, and administer related computing environments, including directories, systems software, applications software, and management tools
- Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations
- Contribute to ITSM Knowledge Base
- Develop an enhanced understanding of IT processes and policies as defined by the Americas Digital Center and how they affect our customers
- Participate in training to continue to develop key functional and technical skills and improve business acumen
- Lead customer training sessions on IT policies, directives, and processes and act as SME and Champion within the Business
- Work with the Operational Analyst team to resolve and communicate resolutions to customer inquiries, escalating issues as needed
- Communicate frequently with Management, working to develop personal skills and abilities
- Seek to continuously improve operations
- Identify and suggest process and system enhancements
- Perform at a level that assists in attaining overall and team-level performance measures and goals
- Stay apprised of service center knowledge and industry best practices
- Investigate and test new technologies related to the position
- Collaborate with other Shared Service and Global teams to deliver excellence to customers by way of projects or issue resolution
- Consistently meet assigned project deadlines in an agile and rapidly moving environment
- Ensure compliance with all Health and Safety policies and initiatives outlined in the Health and Safety manual
- Be available after hours for critical issue resolution
- Effectively examine events, issues and problems and generate optimal solutions in a timely manner
- Leads with a sense of collaboration and work effectively across the organization to achieve goal
- Demonstrate a commitment to communicating, improving and adhering to health, safety and environmental policies in all work environments and areas