Job Description:

Position Summary

Mitutoyo America Is seeking to fill an entry–level IT Helpdesk position located in our Aurora, IL Headquarters.  We are looking for a proactive, organized, relationship-minded teammate who will play a critical role on our client services team by being the first line of support for our employee end users. This role is an in-house position with standard hours Monday – Friday.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions.

What You'll Do:

1. Respond to incoming calls, voicemails, online-submissions, emails and chat for assistance from clients experiencing technical issues


2. Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems and resolutions (i.e. software, hardware and client specific applications)


3. Managing support tickets submitted by clients & Follow Up to Resolution


4. Use remote-access software tools to assist employees with IT related issues


5. Provide other services and perform other tasks and duties as required


6. Provide exceptional customer service.


7. Employ a high degree of tact and diplomacy to promote a positive image of the department.


8. Collaborate with other technical teams and users.


9. Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems and resolutions (i.e. software, hardware and client specific applications)


10. Install and assist personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on client's premises.


11. Help manage end user accounts, permissions, access rights, and storage allocations.


12. Escalate issues to, and assists Tier2 support team in troubleshooting general networking issues.


13. Maintain a high degree of professionalism throughout all client and coworker interactions, in-person and written.


14. Create and/or review standard operating procedures and other process documentation.


15. Assist with special requests, special projects and process improvements.


16. Setup new users in a variety of systems; establish user IDs and passwords and security classifications.


17. Provide remote training to new users and assist with the onboarding process from an IT standpoint.


18. Install & Configure Standard Desktop & Laptop computer hardware & software


19. Install and Support a variety printers, scanners or other peripherals


20. Perform minor upgrades and repairs on Laptops, Desktops


21. Accurately document all issues and detail activities performed to provide resolution.


22. Provide remote training to new users and assist with questions.


23. There will also be heavy administrative duties including, but not limited to:

• Network Data, Phone, and Circuit Billing Management/Reporting


• Cellphone account management & procurement (Verizon & AT&T/Samsung/iPhone)


• Procurement for IT equipment including User Device, peripheral, replacement hardware

Skills Needed: 

1.     Communication, Oral and Written

2.     Customer Focused/Interpersonal

3.     Quality and Quantity of Work

4.     Self-Management

 

Why choose Mitutoyo?

Mitutoyo America Corporation is a leader in the field of precision measuring tools and instruments. We serve an important role in providing state-of-the-art measurement products to manufacturing companies throughout North America. We are the only full-line provider of Metrology solutions in North America that can satisfy every measurement challenge faced by our customers. Our benefits include:

• Competitive Salary package - $25.00 per hour


• Minimum 17 days PTO plus at least 10 paid holidays per year


• Shut down period at the end of the year


• Medical, Dental, Vision & Life Insurance


• STD, LTD, Employee Assistance Program


• 401(k) Plan plus company match


• Tuition Reimbursement


• Service Recognition


• Company Vacation House in Florida

 

Supervisory Responsibilities: There are no supervisory responsibilities for this position.

Work Environment:  Office Environment.

Physical Demands: The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

Position Type and Expected Hours of Work: This is a full-time position. 

Monday – Friday 8:30AM – 5:00PM

Travel: There is no travel associated with this position.

Required Education and Experience: 

·       Familiarity with Avaya IP Office Phone Setup and Configuration is a PLUS

·       Familiarity with Various Desktop and Laptop form factors, their components and the functionality of each

·       A+ Certification is a PLUS

·       Microsoft Certifications are a PLUS

·       Associates Degree and/ or 1-3 years Level I IT Helpdesk experience providing support to business end users

·       Additional Educational Degree / certificate or equivalent experience in IT services

 

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.

 

Reports to:  IT Infrastructure Manager

 

Equal Opportunity Employer: Disability & Veteran

 

 

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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