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Help Desk Technician I in Hopkinton, MA at ITW

Date Posted: 2/11/2019

Job Snapshot

Job Description

Division Description:

ITW Electronics Assembly Equipment (EAE) Division is made up of four brands strongly recognized by Contract Manufacturers and OEM’s in the Electronics and Industrial Markets.  The Division designs, develops and assembles capital equipment primarily used in the assembly process of Printed Circuit Boards (PCB’s) and other industrial applications. In 2018 these companies had revenues above $200M and is positioned for above market rates of growth.  

Position Summary:

A successful candidate will have excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment.  Technicians will have a strong technical understanding of technology, including the various hardware, software and networking systems being supported.


  • Provides support to company personnel by maintaining a general working knowledge of all applications to provide support when needed.

  • Provides support to employees for network/hardware issues, including resetting passwords, starting printers, etc.

  • Accurately log incidents and service requests into Managed Service Providers IT Service Management Tool.

  • Owns, monitors, tracks and communicates status on incidents and service requests to resolution and closure.

  • Provides administration support for adding new users to systems and application where applicable.

  • Regularly communicate with internal & external customers, troubleshoot and resolve problems and/or inquiries received by the Technical Support Help Desk/Contact Center using designated tools and procedures.

  • Interact with internal & external escalation resources to resolve complex tech issues

  • Consult with other vendors/team members to mutually agree upon the best approach to resolving issues

  • Recommend current supported software apps & hardware appropriate to best meet requirements

  • Acquire and maintain knowledge on newly purchased & existing supported desktop software, hardware, & systems

  • Responsible for creation and maintenance of knowledge articles to be used internally and/or externally regarding training, best practices, solutions or process as it relates to products, environments, and related technologies.

  • Assist with testing of new or upgraded PC software & hardware releases as requested

Job Requirements

Position Skills and Experience Requirements:

  • Associate degree in Computer Science or related field
  • 2-3 years’ experience

  • Ability to independently resolve more complex issues requiring detailed systems and applications knowledge

  • Ability to work logically under pressure, in a changing environment, and deal successfully with stressful situations

  • Experience with Windows, Outlook, Remote Access support (i.e. VPN and Wireless), active directory administration, Microsoft office productivity tools, web-based applications, local and wide-area networks

ITW is an equal opportunity/affirmative action employer.  All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. 

If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please email to request assistance. No other requests will be acknowledged.