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Senior Desktop Support Engineer

Location: 

Northbrook, IL, US, 60062

Support Engineer

The Senior Desktop Support Engineer is responsible for providing employees located in our corporate office, as well as remote locations, with Level 2 and 3 technical support services.  In this role, you will:

•    Utilize strong understanding and skills in Incident and Request Management for tracking and reporting requirements in ServiceNow system and ensure all tickets are resolved and closed within the defined service level maintenance.
•    Support the desktop environment including deployment of desktops, laptops, and tablets when applicable
•    Have frequent contact with end-users, peers, and managers as desktop support for service requests and on-site problem resolution.  
•    Work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the IT Ops department.  

Responsibilities:

•    Perform application installation, troubleshooting, incident, and request handling. 
•    Diagnose and troubleshoot computer system issues, including operating systems, hardware and software, networking, VPN, connectivity, anti-virus, and other network devices/peripherals, both remotely and on-site
•    Provide on-site and off-site IT Support for events / meetings (Board meetings, Operating Committee), including site setup, coordination with venue IT/AV contacts, and VIP stand-by support.
•    Provide hands and eyes support to other IT teams, including but not limited to Audio Visual, Network, Server, and print services.  
•    Research complex problems and coordinate with core infrastructure, application teams and vendors for service delivery enhancements, maintenance, and upgrades.
•    Create technical documents of implementations, break-fix solutions, etc.
•    Assists in creating materials for end-user frequently asked questions (FAQs).
•    Modern Endpoint Management with Microsoft 365
o    Manage Active directory on-premise as well as in the cloud / Azure AD.
o    Manage Azure/Office 365 Users, Groups, computers
o    Packaging and deployment of Software and Apps via Intune.
o    Deployment of Windows 10 devices via Intune (Auto Pilot).
o    Manage mobile devices (IOS, Android) using Intune
o    Extensive experience supporting Windows 10 image creation, provisioning, and deployment experience.
o    Use major scripting or programming languages such as PowerShell and Python to support image deployments and automation efforts
o    Own and drive implementation of new software, upgrades of existing software and procedural documentation and other projects
•    Be available and responsive after hours to both end user issues and emergency text alerts for critical servers and applications.

Key Competencies:

•    Must be comfortable working in a fast-moving environment 
•    Willing to step up and take responsibility for their deliverables
•    Professional and courteous - Ability and patience to support all users including Executive and VIP users.
•    Work autonomously or within a diverse team of professionals
•    Excellent Communication skills; both oral and written
•    Have efficient time management, attention to detail and critical thinking skills
•    Excellent customer engagement and customer service skills.
•    Strong desire to help, share, and assist others.

Qualifications & Characteristics:

•    Bachelor’s degree in computer science, similar technical degree, and/or equivalent experience
•    Minimum 5-8 years of experience (8-10 years preferred) working hands-on in a fast-paced IT environment.
•    Must hold at least one Microsoft Certification (MCP, MCTS, MCDST)
•    Extensive, hands-on experience supporting Microsoft cloud-based back office systems including Azure AD, Exchange, SharePoint/OneDrive, Security & Compliance, ATP, InTune/Endpoint Manager, AutoPilot, Teams
•    Ability to manage several projects simultaneously.
•    Experience providing IT Support in chemicals, pharmaceutical, or manufacturing environment strongly preferred.

Established in 1932, Stepan Company is a major manufacturer of basic and intermediate chemicals including surfactants, polymers, as well as specialty ingredients that go into consumer, household, and institutional products such as laundry detergents, shampoos, and surface cleaners. Stepan Company currently has 20 global manufacturing locations and over 2,000 employees. We have a strong record of growth. Our growth allows us to provide meaningful career opportunities and stability to our team members. We have big goals at Stepan and know every team member will be crucial to achieving our objectives. Regardless of function, we are looking for team members who bring with them a growth mindset, an entrepreneurial spirit, and the ability to thrive in an evolving environment.

 

We celebrate diversity at Stepan and are committed to creating a diverse, inclusive environment. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, age, veteran status, or any other status protected by applicable law.

 

 

 

 

Stepan is a global specialty and intermediate chemical manufacturer that has been serving a broad range of industries for 88 years. Today, Stepan is a $2 billion revenue company. Our continued success is driven by the passion and commitment of our 2,200 employees around the world.

Why Work At Stepan?

  1. Stable & Growing
  2. Collaborative Environment
  3. Make a Difference & Be Recognized
  4. Committed to Safety & Sustainability
  5. Value Driven Culture

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Nearest Major Market: Chicago