IT Service Desk Technician

Company Description

Join our vertically integrated team at MAT Holdings, Inc., a leading global manufacturer with a 40-year history. We're proud to provide employment opportunities for more than 14,000 employees across 12 countries. Headquartered in Long Grove, Illinois, we have over 40 factories on three continents, including 2.1 million square feet of U.S. distribution and manufacturing space.

You will find our products in home improvement centers, big box retailers, hardware stores and automotive chains. They're in the cars you drive, the trailers you tow, and the heavy-duty machinery you operate.

MAT can maintain consistent expertise and solutions across the entire supply chain. We’re experts in engineering, manufacturing, quality assurance, logistics and distribution, marketing, design, and customer service — we don't just make it happen, we ensure it happens with excellence.

We’re more than manufacturing, we’re MAT.

Benefits

• MAT Holdings Inc. and its subsidiaries offer a complete benefits package that includes medical, dental, vision, and disability insurance after 60 days of employment
• Paid Time Off (PTO), including paid vacation, sick days, and paid holidays
• 401k Retirement Plan + Company Match
• Career Advancement Program, training and development
• Wellness Programs, including fitness reimbursements and mental health support
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
• Voluntary Life / AD&D , Employer Provided Life/AD&D
• and More

The IT Service Desk Analyst will provide internal staff first—and second-line technical support. The successful candidate will require an aptitude for working with applications/systems to analyze, diagnose, and resolve staff problems, which may range from straightforward to more complicated technical issues. This role also includes a range of administration duties.

Pay Range $51,400 — $62,900

Principle Responsibilities

• Provide technical support to end users.
• Monitor corporate Service Desk and respond to calls.
• Redirect incidents/problems to appropriate resources.
• Identify incident trends based on calls.
• Monthly reporting of call volumes, resolutions, and mean time for closures.
• Administer PC systems to include upgrades, licensing, and patch management.
• Configure and deploy new equipment.
• Administer phone system.
• Work with vendor technical support to resolve incidents.
• Administer asset tracking.
• Other duties as assigned. 

Environmental Responsibilities

•  Provide space on the facility server for storage of environmental documents.
•  Arrange for the EC to have both read and write access to environmental documents on the server.
•  Provide other data management support as required.
• Arrange for external technical support where problems cannot be resolved in-house.

•  A demonstrated ability to work well in a team environment, take initiative, and work independently under day-to-day supervision.
•  Possesses technical knowledge and the ability to make sound decisions while driving for continuous improvement.
•  Excellent verbal and written communication skills. Must be able to communicate and work effectively with people of varying degrees of IT experience at all levels of the organization, internally and externally. 
•  Excellent analytical and organizational skills.
•  Strong commitment to providing world-class customer service 
•  Demonstrates Integrity

Education/Experience

• Associate degree or certification in MIS, Computer Science, or related field.
• Certification in ITIL Foundation is a plus.
• Minimum experience of 1-2 years in PC administration.
• Minimum experience of 1-2 years in Apple Mac administration.
• Knowledge of Windows Operating Systems.
• Microsoft Office applications.
• SAP and RF scanning gun set-up and maintenance.
• Email systems, Exchange preferred.
• Phone Systems, AVAYA preferred.
• Knowledge of Active Directory.
• Versatility, flexibility, and a willingness to work within constantly changing priorities.
• Excellent communication skills.
• Strong work ethic and ability to work independently.
• Strong commitment to customer satisfaction and quality.

All your information will be kept confidential according to EEO guidelines.