Information Technology Service Desk

The Dennemeyer Group offers high–quality services for the protection and management of Intellectual Property rights and is committed to being the first–choice partner for customers globally. With more than 55 years of experience in the industry and 20+ offices worldwide, Dennemeyer manages nearly three million IP rights of around 8,000 customers. Organizations with even the largest, most diverse IP portfolios turn to the Dennemeyer Group for reliable protection, administration and management of their most valuable assets. In addition to a full spectrum of IP–related legal services, Dennemeyer offers IP strategy consulting, comprehensive IP management software, IP maintenance services and cutting–edge patent search and analysis tools.

Our team is looking for an IT Service Desk to assist our global and local team on day–to–day tasks. It is a hybrid position located in our Chicago offices.

Are team spirit and initiative your most prominent strengths, and you are motivated to develop a long–term career in Intellectual Property, in a multicultural work environment? Apply now!

Your tasks

• Provide 1st level incident logging and resolution or re–assignment to the 2nd level
• Provide Service Request Fulfilment for IT services
• Provide support for various technical areas like, computers, computer peripherals, mobile phones, printers, applications, conference systems, user account and access management, etc
• Adhere to and promote all applicable official Dennemeyer policies, procedures, and standards
• Ensure the adherence to existing policies (ITSM, ITIL, Security)
• Leverage the Dennemeyer official knowledge base in response to incidents and requests to ensure consistency and adherence to established practices.
• Take the ownership and responsibility for assigned incidents, requests, or tasks and follow them up until solved and keep the user up to date
• Document in writing in ITSM tool all issues, troubleshooting, and resolutions for calls, incidents, requests, tasks assignments
• Actively participate to the lifecycle management and all End User computers within Dennemeyer including:
• Deployment
• Maintenance
• Renewal
• Disposal Management
• Provide remote user support through appropriate technical tools
• Participate in after–hours on–call rotation for end–user support
• This position requires the incumbent to be On–Call

Your profile

• Fluent in English (both speaking and writing) any other languages is an asset
• Ability to work independently and as a strong team player
• Be absolutely service and customer oriented
• Ability to multi–task
• Ability to document all work performed
• Good understanding of computer (hardware and operating system) and virtual environment
• Good knowledge of fundamental operations of software (MS office 365), hardware (laptops, PCs, phones, printers .) and other equipment
• Good knowledge on remote assistance tools (VPN, authentication, Teams )
• Fundamental understanding of cloud
• Working knowledge of Azure and Intune portals and the ability to navigate them
• Working knowledge of Exchange, network troubleshooting
• Ability to work internationally in a matrix–managed, results–oriented environment
• Strong analytic and problem–solving skills: ability to interpret complex technical issues
• Good communication skills: able to exchange ideas and information effectively in a concise & logical way and be sensitive to audience diversity. Be able to understand end users' pressure and to support them in a constructive way.
• Ability to clearly explain complex technical issues to non–technical people
• Self–motivated
• Experience in multi–cultural environment is an asset

Join us and grow with us!

• Develop and customize your long time career within a fast growing multinational company
• Enjoy working in multicultural teams and contribute to a diverse and international working environment
• Organize your lifestyle with flexible working hours
• Take the opportunity to act independently and entrepreneurial in your area of responsibility and profit from flat hierarchies and short decision–making processes
• Celebrate success together as one team at our various corporate events
• Attend a tailor–made onboarding program as well as individual training & development opportunities
• Contribute through your personality and your daily work to make an impact on our business, corporate culture, society and environment