Job Description

The Impact You'll Make
Deliver world-class IT service and support to the employees of Danfoss independent of region, country, or site. Ensure end-user satisfaction and business operation by delivering full, end-to-end resolution of incidents and requests. Provide technical support for Danfoss office and manufacturing environments via phone, email, chat, or in-person
This position is located onsite at our facility in Loves Parks, IL.
What You'll Be Doing
Key Tasks & Responsibilities:

• Receive, register, and work on user requisitions by Phone, Email, and other channels acting as second-line support.
• Responsibility for the administration of users, systems, and user rights by Danfoss Standards.
• Work and follow up on Incidents, Service Requests, Problems, and other tasks that may be assigned
• Advise, guide, and/or instruct users in the usage of products, systems, and technology (software & hardware)
• Ensure proper escalation and handover of cases from the second line to the correct expert (third line).
• Provide general local on-site and hands-on IT support at our facility, assisting in resolving IT infrastructure incidents.
• Identify errors and use root cause analysis to deliver high-quality IT solutions, create high-quality documentation of systems, processes, and error resolutions
• Ensure compliance with security policies as described in Danfoss Corporate Standards as related to PC clients, and other Danfoss IT systems and report any breaches to Danfoss Security

Success Criteria:

• Achieve goals/targets defined as IT KPIs and Global Service Desk KPIs
• Resolve Incidents, Service Requests, and other tasks within their deadlines.
• Good relationships with business partners and co-workers.
• Show strong performance and development in all planned objectives

What We're Looking For
Education and Experience

• 2-year degree in IT related field OR 2-3 years of experience
• Bachelor's degree in IT related field (preferred)

Required Competencies:

• Exceptional Service and Customer mindset
• Problem Solver / Good troubleshooting skills
• Good communication skills
• Ability to work in a global and ever-changing environment
• Able to work independently but also a good team player
• Self-driven and able to take ownership of tasks and see them through to completion
• In-depth understanding of PC architecture and basic understanding of IT infrastructure concepts
• Knowledge and experience in ITIL
• Technical experience supporting users globally in second-line support.
• Technical experience supporting IT hardware and software including but not limited to Microsoft products and solutions such as Windows OS, Office, and Outlook in a Microsoft Exchange environment, Teams, Cisco Unified Communications, Mobile Management solutions, network connectivity, and infrastructure.

Salary Range Disclaimer: The base salary range represents the low and high end of the range for this position. Actual salaries will vary depending on factors including but not limited to location, experience, and performance. The range listed is just one component of the total compensation package for employees.
The range for this position is $66,000 to $73,000.
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Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.
Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.
Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than 39.000 people, serving customers in more than 100 countries through a global footprint of 95 factories.
Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.
Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.
Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than 39.360 people, serving customers in more than 100 countries through a global footprint of 95 factories.

Skills Required