IT Specialist in DeWitt, IA at ITW

Date Posted: 3/8/2018

Job Snapshot

Job Description

The IT Specialist will be located at our DeWitt, IA facility and will support and maintain the user operating environment, various IT systems and network. Administers and provides fast and practical technical assistance and support for help desk issues ranging from level 1 to level 3. Will perform systems maintenance tasks, manage projects and determine and implement solutions. Daily duties to include scheduling with users, MAC, installing and testing systems, supporting remote users, configuring software and resolving technical problems.

Essential Job Responsibilities:

  • Serve as the first point of contact for employees seeking technical assistance in person, over the phone, or through our ticket system.  Perform efficient troubleshooting to determine the best solution based on the issue and details provided by employees.
  • Maintains systems and upgrades as needed.
  • Perform implementations and follow through with small to medium sized projects.
  • Assist and troubleshoot issues through running diagnostics and isolating problems with employees.
  • Walk employees through solving problems.
  • Escalate issues in a timely fashion to the next level for resolution.
  • Utilize the Help Desk System to manage tickets, communicate, and record detailed resolutions.
  • Communicate effectively with employees and manager on ticket status, employee feedback, ideas, and additional information required for ticket completion.
  • Maintaining the infrastructure and maintenance routines on select systems.
  • Additional duties as assigned.

Job Requirements


  • Associate’s degree in Information Technology Systems or relevant degree.
  • 3-6 years relevant work experience in an IT Help Desk support role.
  • Remote troubleshooting experience is required.
  • Strong attention to detail and problem-solving analysis.
  • Excellent communication skills and a willingness to learn.
  • Experience with Zendesk and/or Salesforce a plus.
  • Customer/team-oriented.
  • Ability to travel up to 10% required.

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.