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The IT Service Desk Representative will be responsible for timely first contact resolution of employee incidents and requests, as well as escalation if necessary. This position requires top-notch internal customer-support service, with exceptional communication and customer relationship skills. Strong analytical skills, attention to detail, consistent follow-through to assure problems are resolved and ability to respond to last minute support requests.

Provide over the phone, chat and ticket Service Desk support to technical and non-technical employees, supporting a variety of desktop, laptop, and mobile based hardware and software. This position will troubleshoot low to intermediate level incidents involving but limited to productivity, and web based applications, Oracle R12 Applications and Processes, Operating Systems, Active Directory, and Exchange. This position will work out of our Bloomington, MN office on a hybrid schedule.

Role Responsibilities:

With a first contact resolution goal, receive, troubleshoot and resolve incident events via telephone and ServiceNow web interface with technical and non-technical end users.

Triage and escalate incident events that could not be resolved at first contact.

Receive, delegate and deliver incoming requests from Donaldson employees.

Escalate incidents and requests as necessary in accordance with service level agreements.

Properly document and categorize all calls into the ServiceNow ticketing system.

Follow and maintain ticketing system integrity policies on a daily basis.

Prioritize incidents and requests based on Service Level Agreement (SLA).

Ensure that customer support requests meet both IT and customer requirements.

Identify and act on opportunities for process improvements, and assists in developing appropriate processes.

Contribute to company knowledgebase to aid in future troubleshooting.

As needed, provide support of infrastructure projects as defined by the principle team members and management.

Demonstrate commitment to Donaldson Core Values by leading, acting and behaving in a manner consistent with these values.

Follow all company safety policies and procedures and attend all safety trainings related to the job.

Minimum Qualifications:

Working knowledge of Microsoft Windows 10/11 and O365.

Preferred Qualifications:

1-2 years Service Desk Level 1 or equivalent troubleshooting and support.

CompTIA A+ certification a plus.

Demonstrated experience in areas of customer service preferred.

Previous ServiceNow experience a plus.

Excellent follow through and attention to detail.

Ability to handle many tasks simultaneously.

Working knowledge of Microsoft Active Directory, Exchange.

Good task management and organizational skills.

General knowledge of business telephone system functionalities.

Strong verbal and written communication skills.

Consistent problem-solving skills and decision-making ability.

Hourly Pay Range: $21.92 - $27.40 per hour, depending on relevant experience, qualifications, and skills.

This position is overtime eligible as per state and federal regulations.

Employee benefits are part of the competitive total rewards package that Donaldson Company, Inc. provides to you. Our comprehensive benefits program includes health benefits, retirement plan (401k), paid time away, paid leaves (including paid parental leave) and more.

Key words: Service Desk, Level I support, Customer Support

#LI-Hybrid

Employment opportunities for positions in the United States may require use of information which is subject to the export control regulations of the United States. Hiring decisions for such positions are required by law to be made in compliance with these regulations. Applicants for employment opportunities in other countries must be able to meet the comparable export control requirements of that country and of the United States.

Donaldson Company has been made aware that there are several recruiting scams that are targeting job seekers.  These scams have attempted to solicit money for job applications and/or collect confidential information, Donaldson will never solicit money during the application or recruiting process.  Donaldson only accepts online applications through our Careers | Donaldson Company, Inc. website and any communication from a Donaldson recruiter would be sent using a donaldson.com email address.  If you have any questions about the legitimacy of an employment opportunity, please reach out to talentacquisition@donaldson.com to verify that the communication is from Donaldson.

Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.