• Help Desk Associate I

    Location US-IL-Itasca
    Job ID
    # Positions
    Business Technology Solutions - Help Desk
  • Overview

    It’s the people who make the difference. Our four-generation family business built on our founding values and principles delivers best-in-class quality products with a growing Fellowes family of employees. If you are leading your own career and want to work with brands committed to helping you be your best, we want to meet you.


    Our Team


    Our culture encourages initiative and integrity. Our work environment is based on respect for individuals in an atmosphere of collaboration with a focus on results. On our Business Technology Solutions (BTS) team, we encourage our people to jump in, explore and think outside the box to find a resolution for our business partners.


    The Role


    This is more than just a typical help desk role. Yes, you’ll respond to tickets and ensure our clients’ everyday computer problems are cared for… but the Help Desk Associate I is exposed to so much more – with projects that touch administration of the Active Directory, asset management and engineering.


    You Will…


    • Be the face of the BTS team, sitting on the front lines when the company introduces, tests and implements new technology in order to make our clients more productive
    • Set up new employee accounts and hardware
    • Install software and manage upgrades on workstations
    • Handle Break/Fix problems with desktops, laptop, printers and peripheral equipment
    • Provide technical assistance and support for software applications and computer systems
    • Manage, resolve and document help desk tickets in a timely fashion
    • Manage, configure and fix warehouse peripherals
    • Create and maintain training materials
    • Conduct the New Employee Systems Training (NEST)
    • Assist with our Windows 10 upgrade
    • Be part of a larger team offering service 24/7, 365


     What You Bring to the Team

    • A minimum of one (1) year of professional experience in systems support, help desk or other related area
    • Strong working knowledge of Windows OS 7 and/or 10
    • Working knowledge with Microsoft Office Suite
    • Basic knowledge of networking concepts
    • Experience analyzing and accurately solving technical issues
    • Outstanding customer service orientation
    • A service-oriented, team player attitude with the ability to work collaboratively across many functions
    • Excellent verbal and written commmunication with the ability to tailor your communication to different audiences, to include multiple levels of seniority, cross functionally and internationally
    • A high level of detail orientation, organization and flexibility in dealing with shifting priorities
    • Agility and flexibility to serve a diverse user community
    • A motivation to excel in the role and gain experiences beyond traditional help desk services
    • A high level of discretion in dealing with confidential information
    • A willingness to work beyond the 8a-5p, to include being on-call after hours for two weeks at a time (on a six-week rotation)


    You May Also Have

    • A college degree
    • A+, MCSA and/or MCP Certifications
    • Experience with:
      • Network connectivity, to include RDP, WiFi, TCP/IP, VPN client configuration and troubleshooting
      • Basic Cisco knowledge
      • Configuring and supporting mobile devices
      • Microsoft SCCM knowledge
      • Activity Directory (AD)
      • Malware, anti-virus and data recovery


    About Fellowes Brands


    Founded on a rich 100-year history, our reputation, passion for excellence and Fellowes values - a belief in people, integrity, innovation and continuous improvement - live in every product we make, and inspire best-in-class design, quality and performance in all we do. Our four core values drive our behavior, approach and response to the world around us. Initiative. Integrity. Teamwork. Passion. These values are steeped in the character of our founder, Harry Fellowes, who established a value-based culture at Fellowes over a century ago.


    Equal Opportunity Employer: disability/veteran


    Fellowes, Inc. does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Fellowes' property, and Fellowes will not be obligated to pay a referral fee. This includes resumes submitted directly to hiring managers without contacting the Talent Acquisition Department.

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