• IT Technical Support Analyst

    Job Locations US-IL-Joliet
    Posted Date 3 months ago(11/12/2018 5:30 PM)
    Job ID
    # of Openings
    Information Technology
  • Overview

    A leading filtration manufacturer is seeking an IT Technical Support Analyst to provide user support and customer service on company computers, applications and platforms. You would also be responsible for troubleshooting issues and advising on the appropriate actions to take for a solution. 


    • Provides quality services as primary point of contact for resolution of user inquiries and problems
    • Respond to requests for technical assistance in person, via phone, or electronically
    • Diagnose and resolve technical PC hardware and software issues or escalate according to defined service level agreements
    • Perform computer and system installations, configuration and PC’s upgrades while migrating profiles and transferring software licenses, user data, and other pertinent information
    • Research questions using available information resources and advise user on appropriate action
    • Manage daily service requests to ensure proper prioritization and escalation to achieve service level agreements
    • Adhere to standard Help Desk procedures
    • Log all help desk interactions; track and route problem requests; document resolutions
    • Administer Help Desk software
    • Analyze recurring problems and inform management of trends; Prepare activity reports
    • Stay current with system information, changes and updates from vendors
    • Perform special projects or other duties as required

    Skills and Experience:

    • Associates degree, Bachelor’s degree preferred
    • 3+ years of demonstrable experience analyzing, troubleshooting and configuring printers and workstations in a Microsoft Windows environment with Active Directory, Exchange, MS-Office and networking (e.g. DNS, DHCP), as well as Unix/Linux
    • Working knowledge of fundamental ITIL skills, software and relevant operations such as ManageEngine
    • Knowledge of relevant manufacturing applications and IT support
    • Knowledge and experience of customer service practices
    • Related experience and training in troubleshooting and providing help desk support
    • Strong organizational and time management skills; self-motivated
    • Ability to prioritize and work independently as well as in a team environment
    • Experience in working with globally dispersed teams


    • A+ and/or Microsoft Certified
    • problem analysis and problem-solving skills
    • oral and written communication skills
    • learning skills
    • customer service orientation
    • team interaction
    • planning and organizing; attention to detail
    • stress tolerance 

    Performance Metrics:

    • Service level performance objectives
    • Customer satisfaction support goals
    • Yearly SMART goals

    Company Background –Filtration Group and Madison Industries

    Filtration Group is on a mission to make the world safer, healthier and more productive.   With a passionate workforce, global footprint and world class engineering and manufacturing capabilities, we are driving innovation and developing solutions across a broad spectrum of applications in the fast-growing global filtration industry.   We are committed to maintaining an entrepreneurial culture built on a foundation of trust and in which our leaders exhibit a strong bias for action.

    The Company began in 2009 and has rapidly grown to be a global leader in the highly attractive filtration industry.   With revenues of $1.6 billion, Filtration Group is consistently recognized as the fastest growing and one of the largest filtration businesses in the world.   With over 7,000 employees, the Company serves its customers from a global footprint of 105 facilities in over 25 countries.  Filtration Group operates across a wide variety of attractive end markets and produces mission critical products with high replacement rates.   Over 80% of the Company’s revenue comes from replacement / consumable products, many of which are specified into customer’s products or processes.


    Filtration Group is an affiliate of Madison Industries, one of the largest and most successful privately held companies in the world. Madison builds entrepreneurially driven, branded market leaders that are committed to making the world safer, healthier and more productive by creating innovative solutions that deliver outstanding customer value.  The team at Madison is committed to building something truly remarkable that long outlasts them while coaching others to reach their highest potential.  Please visit Madison at www.madison.net.


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