IT Specialist

As an IT Specialist at HID Global, you will play a crucial role in providing comprehensive support to HID Global users for the efficient resolution of end-user incidents, service requests, and problems. Your responsibilities will include: - Interfacing with customers in person, over the phone, and online to capture service needs, accurately opening incidents and requests as needed. - Triaging all incoming IT incidents and requests to ensure proper categorization, priority, and assigning correct responsibility for service delivery. - Providing IT service delivery for the efficient resolution of IT end-user-related incidents, service requests, and problems, updating the service desk management tool accordingly. - Resolving issues and requests utilizing excellent customer service skills, problem-solving skills, and technical thinking/reasoning skills, ensuring customer satisfaction. - Managing and triaging multiple incoming priorities effectively, understanding customer needs, identifying potential problems, and escalating as needed. - Taking ownership of all customer interactions, utilizing appropriate follow-through, and logging all customer interactions, while interacting with other members of IT as needed to ensure service delivery to customers. - Coordinating user communication efforts for planned and unplanned outages. - Acting as an IT liaison for the Production Management and Manufacturing Engineering department. - Serving as an IT escalation point for complex IT technical issues in production. - Configuring manufacturing machines in accordance with IT policies and standards. - Assisting in implementing and deploying new production applications and appliances. - Being responsible for meeting manufacturing departments IT infrastructure needs. - Providing desktop engineering support for production PCs and controllers. - Documenting, maintaining, upgrading, or replacing hardware, software systems, and licenses. - Participating in some projects as required. In terms of qualifications, you should have: - A relevant degree (bachelors degree or masters) in Software, Networking, Commerce, Software Engineering, Cyber Security, or equivalent. - Minimum of 2-3 years of related work experience. - In-depth knowledge of IT service desk operations, strong troubleshooting skills, and expertise in specific software and hardware systems. - Relevant certifications such as Microsoft Certified Solutions Associate or Cisco Certified Network Associate. - Experience in problem-solving and troubleshooting hardware and software issues. - Self-motivation, eagerness to learn, and ability to follow documented operational procedures. - Proficiency in MS Office applications and technical knowledge of Windows operating systems, PC hardware technology, and more. Additionally, preferred qualifications include experience with manufacturing production systems, hardware, software, operation, ServiceNow, or other ITIL-based tracking systems, asset management, and remote access control software, as well as training and/or experience with ITIL methodology. At HID Global, you can expect a competitive salary and rewards package, benefits, annual leave offering, a vibrant and inclusive culture, extensive career development opportunities, and a chance to be part of a global organization that is pioneering hardware, software, and services for secure navigation in the physical and digital worlds. Join HID Global and be part of a diverse, equitable, and inclusive workforce that values different perspectives and experiences. Apply now to make a difference in shaping the future of security. As an IT Specialist at HID Global, you will play a crucial role in providing comprehensive support to HID Global users for the efficient resolution of end-user incidents, service requests, and problems. Your responsibilities will include: - Interfacing with customers in person, over the phone, and online to capture service needs, accurately opening incidents and requests as needed. - Triaging all incoming IT incidents and requests to ensure proper categorization, priority, and assigning correct responsibility for service delivery. - Providing IT service delivery for the efficient resolution of IT end-user-related incidents, service requests, and problems, updating the service desk management tool accordingly. - Resolving issues and requests utilizing excellent customer service skills, problem-solving skills, and technical thinking/reasoning skills, ensuring customer satisfaction. - Managing and triaging multiple incoming priorities effectively, understanding customer needs, identifying potential problems, and escalating as needed. - Taking ownership of all customer interactions, utilizing appropriate follow-through, and logging all customer interactions, while interacting with other members of IT as needed to ensure service delivery to customers. - Coordinating user communication efforts for planned and unplanned outages. - Acting as an IT liaison for