Job description

Worthington Industries has an exciting future ahead! In 2024, the company will be splitting into two great companies, both operating as they do today with a people-first philosophy. This also means there are some exciting career opportunities on the horizon. We are adding a Desktop Engineer to our Worthington Steel business.
The Desktop Engineer is responsible for handling escalated technical issues. This role provides assistance using a variety of platforms as well as on-site support as needed to support both the corporate and manufacturing environments. This role will analyze issues based on details provided by the internal client as well as Tier 1 and 2 representatives to search issues and identify and implement an appropriate solution. Candidates must be able to work independently and prioritize requests due to business priorities. You must demonstrate strong customer service skills.
What You’ll Do Here:

• Works in a professional, friendly, and timely manner over all appropriate communication channels (phone, in person/onsite, email, Teams etc.) when performing work
• Leverage the best practices of voice of customer, emotional intelligence, and empathy in the spirit of Worthington Industries’ Philosophy to deliver exemplary service.
• Accurately captures all information from end users to assess what is needed (i.e. work required/by when, issues/symptoms, etc.)
• Provide final point of escalation for the most difficult support cases
• Provide implementation support and/or lead projects
• Provides work direction, problem resolution, and training to other technical support personnel
• Maintain detailed product knowledge of all supported products and solutions in order to support all aspects of the business
• Troubleshoots and performs proper root cause analysis for all issues. Provides accurate diagnosis and resolution for all issues. Accurately identifies and implements work for service requests.
• Completes all required system documentation (ticketing system, knowledge base, project documents, etc.) in a timely manner
• Provides accurate estimates of work (tasks, hours, etc.) and reports status of work in a timely manner. Properly builds and manages work plan to accommodate planned and unplanned work. Works with others (end users, team, etc.) to schedule and coordinate time to perform work.
• Performs in a continuous improvement mode (constantly look for ways to operate more efficiently and effectively; and apply change). Informs Manager of recurring issues
• Adheres to company/department principles, processes, standards, conventions, and industry best practices when performing work
• Ability to physically move and install computing equipment in an office and manufacturing setting
• Ability to learn and provide basic level of support for ERP, CAD, other and business systems (before escalating to application support/SMEs)
• Requires after hours support if needed (on-call, projects, issues resolution)
• Ability to quickly learn and apply technology is required
• Other duties as assigned

We Would Love to Hear from You If:

• Strong interpersonal skills, including teamwork and team building
• Strong analytical, written, and verbal communication skills
• 3-5+ years in end user support experience as a Tier-3 resource in a structured work environment
• Excellent time management and organizational skills. Proven ability to handle multiple and changing priorities
• Certifications are preferred, like A+, CompTIA, ITIL, Microsoft certifications
• Advanced knowledge of Microsoft Desktop Operating Systems
• Advanced knowledge of Microsoft 365 services, including, but not limited to Microsoft 365, Exchange Online, Microsoft Azure, Microsoft Azure Active Directory, SharePoint, OneDrive, Intune.
• Advanced knowledge of computer hardware
• Microsoft Endpoint Configuration Manager, SCCM, Intune
• Active Directory and Group Policy management

Demonstrated experience with:

• Operating System Deployment (OSD) and packaging, testing, deploying required applications, imaging, configuring, and deploying Windows PCs
• Troubleshooting, diagnosing, and resolving end user issues
• Basic computing security like password resets, malware, access control, Email filtering, firewall, encryption, data loss prevention, etc.
• Basic networking (wiring, wireless, ports, switches, routers, access points, etc.)
• Productivity and collaboration platforms like Microsoft Office, Office 365, and Microsoft Teams
• ITIL (highly preferred), as well as root cause analysis techniques
• Advanced knowledge of Windows Server (2012 R2, & 2016,2019), System Center, Active Directory, DHCP, DNS, Group Policy, DFS, File/Print services, and certificate services
• Scripting, like Microsoft PowerShell, and scripting best practices
• Understanding of the OSI model

Why you will love working here:

• Health, Dental, and Vision insurance that starts on your first day! Employer HSA contribution ($1,000/single or $2,000/family)
• On-site Medical Center, Pharmacy, Barbershop, and fitness center
• 401(K) Match + Employer contribution
• Tuition assistance for continuing or career-related education
• As Our Philosophy states: People are our most important asset. Ample opportunity for career growth- we promote from within
• Employee Assistance Program
• Flexible Work Schedule
• Quarterly profit sharing (with no cap!)

See all Worthington has accomplished throughout the past year here!
H esitant to apply because you may not meet every specific requirement? If this role is something you are interested in, but your previous experience doesn’t exactly align, we encourage you to apply! At Worthington Industries we are dedicated to building a diverse and inclusive workplace. We recognize that individuals with diverse experiences and backgrounds are essential to our success. You may be the perfect candidate for this role or others within our organization.

Location: 1205 Dearborn Drive, Columbus, OH 43085

Job Type: Full-time

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