IT Support Engineer

IT Support Engineer

Hybrid- Gurnee, Illinois

Who We Are:

PurposeBuilt Brands, rooted in a legacy dating back to Weiman, stands as a pioneer in crafting top-tier products for specialty surfaces. Our beloved brands, including Weiman, Goo Gone, Green Gobbler, Biokleen, Gonzo, Magic, Wright’s, Stone Care International, Urnex, Five Star, and Micro-Scientific, are preferred choices among consumers and seasoned professionals alike.

At PBB, we seek to hire employees who bring a level of engagement, drive, and performance that pushes business forward. We work together and are motivated by positive results, while continuously thriving in a scrappy environment. We believe our greatest assets are the talented and passionate employees who are motivated by our purposeful work. Our company may be 60 years old, but the real growth is just getting started.

The Role:

The IT Support Engineer is responsible for the supporting, administration, implementation of the core Information Technology (IT) and Information Solution (IS) Helpdesk/Service desk processes and end user support. This position will be responsible for supporting multi-site end user helpdesk and service desk requests as well as ad-hoc IT/IS project work. The role is to be mentored by both the Director of IT & Senior Support Engineer, and to be the primary resource engaged to address level 1 & level 2 service and support requests. Additionally, the role will provide, develop and capture meaningful metrics and reports to articulate ticket volume, categorization of volume, reoccurring end user issues with technology or escalation with requests flowing through helpdesk (phone/email/in person).

The position is expected to have a proactive customer centric focus to ensure expectations are aligned with the end user community. The position serves as the primary liaison to support and service requests from the end user community and requires interpersonal skills to ensure communication and updates are proactive and timely.

What You Will Do:.

• Supports and queues end user support and service requests in a multi-site environment through email, phone and in-person communication
• Supports a variety of different systems and peripherals, including but not limited to: Phone systems, windows-based desktops/laptops, Macs, cell phones, software solutions.
• Maintains professionalism and composure in potentially stressful situations while support end users and service requests
• Proactively multi-tasks support issues, service requests and projects to ensure timely delivery and updates to all stakeholders
• Coordinates with remote support vendors/contractors to ensure alignment of support issues and service requests
• Captures, maintains and implements a service catalog of services offered, prioritization and service level agreements (engagement, resolution & lead times)
• Maintains system documentation
• Communicate regularly with executive management on information technology
• Conducts casual and formal training on security best practices
• Responsible for all support and service requests reports, tracking and performance/execution of SLA and service catalog performance
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

What You Will Bring:

• 1-2 years of relevant technical experience in a helpdesk role or system administration working with end user requests
• 1-2 years of experience researching new technology
• Bachelor’s Degree in a Computer Science related field or equivalent experience
• Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, and TCP/IP protocols and applications
• Proven skills in PC setup, troubleshooting, management and liquidation.
• Experience reverse engineering IT issues and performing collaborating troubleshooting with end users
• Successfully implementing time management skills multitasking multiple end user support issues, requests, and projects
• Proven ability to take initiative to research and apply new technology and concepts to help address support issues and help articulate best of best approaches to support/service requests.
• Proven ability working with various information technology platforms and support tool such as helpdesk systems, inventory management, support tools, disk imaging, Microsoft Windows 10/Windows11, MS-Office, Active Directory Management, Group Policy Management

Benefits:

PBB offers a wide range of benefits because we understand no two employees are the same. We want our employees to feel empowered to set their day up for success, whether that's in the office or remote.

What We Offer:

• Flexible work options (fully remote, hybrid, onsite)
• Generous paid time off
• Competitive salaries and bonus incentives
• 401K company match
• Competitive medical, dental, & vision insurance
• Pet insurance
• Annual fitness stipend
• Unmatched employee discount on all products
• Summer Hours
• LinkedIn learning membership