Technical Support Specialist in Warrenville, IL at Pettibone LLC

Job Description

Industrial Technology Group (ITG) is an operating platform of The Heico Companies, LLC, overseeing 11 independent manufacturing companies which produce a wide array of equipment and products serving multiple industries and end users. ITG’s independent business model fosters entrepreneurship and growth and allows professional development at all levels.

ITG harbors a philosophy of developing close customer contact to provide prompt, responsive service to meet our customer's changing needs, allowing us to be leaders within our respective industries. Equipment and products are marketed domestically through a direct sales force, manufacturer's representatives and an established network of independent dealers. Internationally, ITG sells in more than 60 countries through an independent distributor network, company sales representatives, licensees and agents. Our portfolio of companies is diverse and has a solid management base, product/market niches and efficient manufacturing capabilities.

Primary Responsibilities

• Respond and follow up on technical help tickets submitted via Heico’s IT System
• Provide IT support for Windows, Microsoft Office, and a variety of other applications used internally such as PC’s, laptops, mobile devices, and printers
• Independently investigate and implement solutions to technical issues
• Identify recurring technical issues and propose solutions to address the root problems
• Manage and respond to client queries and inform customers’ issue resolution
• Coordinate with other departments to resolve client issues
• Monitor, report, and escalate status of workflow timelines and adherence internal and external service
• Contribute to revenue through client retention and by providing excellent customer support and communication
• Assist with project integration plans for clients including examination of needs, recommendations, coordination of integrations between vendors, and oversight for technical integrations between systems
• Communicate directly with clients regarding the status of projects and provide answers to client requests/questions
• Escalate high priority items to appropriate parties to ensure task is managed efficiently and accurately
• Work closely with the ITG and Heico Support team to investigate and resolve issues

Job Requirements

• Bachelor’s Degree in Computer Information Systems, Net Operations Management, Information Security, Computer Programming, or related field required or an Associate’s degree with relevant combination of skills and experience
• Minimum 3 years’ experience in Information Technology; previous experience in a manufacturing environment a plus
• Proficient user of Microsoft Office 365/Azure/PowerBI Suite and other IT related software
• Proficient at searching for various IS solutions to resolve problems. (research technologies, evaluate best practices, and support end user community)
• Work in a fast-paced multi-level environment.  Readily switch between tier 1 tech support and helpdesk communication to tier 2 problem solving and project work
• Problem solving and analytical capabilities, with state-of-the-art design concepts and have very strong project management skills
• Must be detail oriented, accurate, thorough, and timely in completion of tasks
• Willing to travel up to 50%+, mainly local travel

Key competencies

• Unquestionable Integrity - Demonstrates the highest degree of integrity when engaging with associates, and stakeholders. Leads ethically by example and fosters a culture firmly grounded in the values of the organization.
• Collaborative Style – Engages in problem solving and decision making. Is adept at bringing people together to tackle issues rather than dictate solutions. Has an inclusive working style and is professional and courteous. Builds strong relationships both internally and externally. Is both confident and humble.
• Communication Skills - Excellent verbal and written communication skills with the ability to effectively deliver and reinforce consistent messages at all levels. Excellent listening skills.

EOE M/F/D/V