Job Description:

Reports to the Manager, Information Technology as part of the IT Infrastructure Team. This individual will be a first point of contact for all Information Technology related questions, concerns, and issues. The incumbent will interact with all levels of management and other ITW-FEG personnel. He/she must have patience, excellent interpersonal skills, strong ethics, and present a positive professional attitude. This position will be on-site in Troy, Ohio.

Responsibilities:

Help Desk

Serve as a first point of contact for all Information Technology related questions, concerns, and issues.  Work to independently troubleshoot and resolve those issues.  Resolve complex technical challenges by interviewing the end-user, inspecting/analyzing the situation firsthand or via remote, reviewing facts and discoveries, researching and troubleshooting the issue, and then implementing enhancements to the device management process.Communicate/broadcast directly to the business to provide notifications and instructions with respect to downtime, outages, malware incidents, etc.Develop, maintain, and implement IT operational policies, guidelines, standards, and work instructions.

End User Device Management

Work with leadership to mature the processes for IT Asset Management/Patch Management solutions, including standard laptop images and update plans.Leverage Help Desk activities to drive enhancements for endpoint updates and management processesEvaluate current install base to improve standards regarding endpoint devices for the business and manage the complete life cycle of devices from procurement to retirement.Regularly analyze and modify Cell Phone plans to provide optimal data capacity at the lowest cost.

Security

Champion Cybersecurity Awareness and Endpoint Protection, and guide end-users in same, to meet ITW’s cybersecurity requirements.Contribute on processes to define and implement roll-out strategies for Corporate security initiativesDevelop and maintain an orientation program for new/existing employees for using security credentials to protect company hardware and software assets, including intellectual property and data-sensitive resources.Conduct annual audit of ERP end-user access, providing reports to managers for their review and approval.  For International users, conduct a semiannual audit.Analyze and define end-user security roles. Administer user-rights/roles and secure access across a variety of platforms using multiple tools, utilities, and interfaces. Coordinate with IT staff from other peer business units to provide appropriate access to hosted resources

Minimum Qualifications:

Accredited Associates Degree in Information Technology/Business or related field.3+ years working with Microsoft Windows and 365 Applications, including installation and setup.3+ years working with mobile devices, including iOS and Android.3+ years working within an endpoint administration platformExperience coordinating the upkeep, configuration, and reliable operation of user’s systemsExperience working with backup software and performing recoveries/restorations as needed.Experience with data reporting tools such as PowerBI, Tableau, etc.Working knowledge of Microsoft Active Directory User and Computer management and maintenance.Excellent analytical and decision-making skills for determining the nature of end-user needs and issues while providing the best path to a solution.Excellent interpersonal communication skills.

Preferred Qualifications:

Experience with managing end-user access rights including creation of user accounts and assigning proper security access for Office 365, Dynamics CRM, ERP, Active Directory, SharePoint, and hosted websites.Experience in designing, implementing, and maintaining endpoint management platforms and solutionsExperience with maintaining data and SQL Server jobs using Microsoft SQL Server Management Studio.Experience with all versions of Windows software, including Windows Server and Virtualization.Experience with IP network infrastructures, troubleshooting and monitoring.Experience with installation and maintenance of anti-virus/anti-malware softwareExperience with Wi-Fi and Cellular Networking.Proven ability to work under limited supervision and driving results