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IT Service Desk Technician

Company: Dyno Nobel
Location: Carthage
Posted on: July 17, 2021

Job Description:

Who We Are

Dyno Nobel is a global leader in the commercial explosives industry. We provide innovative blasting solutions and quality explosives products throughout North America, Australia and selected customers in the Asia Pacific.

Join us in everything that’s great about Dyno Nobel: OUR culture, OUR values, OUR commitment to safety and most importantly our PEOPLE. This combination makes Dyno Nobel a terrific place to work.

Dyno Nobel is a subsidiary of Australian based Incitec Pivot Limited. IPL's 4500 employees also manufacture and market industrial chemicals and fertilizer products & services to customers around the world.


What You’ll Do

As the IT Service Desk Technician, you will provide effective first- and second-level remote IT support across a complex and continuously evolving landscape that includes nearly 4,000 technology users, 200 sites, 6,500 devices, and 700 applications. You will be responsible for  providing resources and expertise in the support and maintenance of IS/IT systems, specifically in the areas of support of User’s Standard Operating Environment (SOE), end user support, ITSM, and general IT Solutions. Other duties will include:

  • Subscribe to and promote IT policies, health & safety standards, and IPL Group Values
  • Provide end-to-end expert guidance on how to manage end device and app delivery services across IT landscape
  • Support cyber security strategy and initiatives through ongoing security operations and cyber security projects
  • Initiate and execute on IT activities related to end device and app delivery services
  • Use ITIL Service Request, Incident, Risk, Problem, and Change Management principles to complete and reduce Tickets in the ITSM tool
  • Use system management tools to provide monitoring and management of key business systems
  • Provide first and second level IT support and troubleshooting of end-user technology solutions within assigned geographic region, and as required, across the global business
  • Learn and support automation and self-service solutions including Intelligent Process Automation
  • Manage employee technology needs and issues by interfacing through Service Desk phone, email, and walk-up while doing so in accordance to the governing SLA’s. Ensure all Incidents & Service Requests are recorded in the ITSM tool and done in a courteous manner
  • Prioritize incidents and service requests, and ensure the timely escalation to 3rd level support groups to enable resolutions within SLA
  • Review and update technical & procedure documentation as required
  • Demonstrate excellent interpersonal skills and effective communications with supervisors, managers, and field staff in order to exchange information and provide superior customer service
  • Effectively participate in Incident, Problem, Change, and Cyber Security Management processes, ensuring that business operations risk and impacts are minimized, and any actions taken within these processes are properly documented and tracked through to final resolution
  • Engage in Problem Management by tracking and analyzing commonly encountered problems and providing proactive communications on remediation steps to the broader IPL user community
  • Troubleshooting to the best ability any general computer issues such as LAN, WAN, printer, security, internet, operating system, productivity software, and other IT issues in order to resolve technical incidents, administration, and service requests in an efficient and effective manner


What We’re Looking For:

  • Minimum 1 year experience supporting end-users and PCs, Windows network environments, telecommunications, cabling, network/telephony patching, and IT room management; ITIL knowledge is a plus

  • Associates Degree in related field or equivalent experience is a plus

  • Experience in working with and troubleshooting Windows Operating Systems & MS Office suite

  • Working knowledge of MS Active Directory

  • End-user computing hardware including deployment & configuration of new devices

  • IP Telephony solutions (e.g. Cisco Call Manager)

  • Experience working with technology vendors

  • Positive attitude, friendly demeanor, and a team player


What We Offer:

  • Paid vacation + 11 paid holidays + a couple of PTO days

  • Full health benefits including employer HSA contributions + dental plan with an orthodontic option, wellness coaching available

  • Up to a 4% 401k match PLUS additional company contribution from 1% to 5% based on years of service

  • Generous tuition reimbursement program

  • Friendly and supportive coworkers


Zero Harm for Everyone Everywhere

Value People – Respect, Recognize & Reward

Think Customer. Everyone. Every day

Treat the Business as our Own

Care for the Community & our Environment

Challenge & Improve the Status Quo

Deliver on our Promises


Women and veterans are strongly encouraged to apply. Dyno Nobel is an equal employment opportunity employer and will give all qualified applicants consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, disability status, protected veteran status, genetic information or any other characteristic protected by law.

Keywords: Dyno Nobel, Springfield , IT Service Desk Technician, Other , Carthage, Missouri

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