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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Associate, Help Desk/On-Site Support - **Company:** Nordson Corporation - **Location:** St. Louis Park, MN, United States - **Experience:** Expert - **Salary:** $56,368.0 - $84,552.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Cyber Security, Computer Maintenance, Software Design Documents, Networking Hardware, Internet Security, Microsoft Office, System Center Configuration Manager, Office Suite, Windows PowerShell, CompTIA Strata - PC Hardware Technology Engineer, Scripting, Macros, Software Security, Guidewire PolicyCenter, Computer Equipment, Windows Scripting, Information Technology, Deployment Automation, Servicenow - **Published:** November 5, 2026 - **Apply:** https://www.careerbuilder.com/job-details/senior-associate-help-desk-on-site-support-minneapolis-mn--12b6d8b1-dfb6-4295-857b-ecf84547e613 ## About the Role * Bachelor's Degree in Computer Science or related field or 5+ years related work experience required. Experience * Minimum 5+ years of direct end user support experience, including Microsoft Windows, PC Hardware, LAN/Wi-Fi Networks, mobile devices, Office applications, and remote users support experience is preferred as well. Preferred Skills and Abilities * Customer service mindset. * Excellent problem-solving ability. * Strong interpersonal, verbal, and written communication skills. * Ability and discipline to follow standards, procedures, checklists, and design documents. * Detail oriented with the ability to work independently/self-starter. * Strong prioritization and time management skills * Expert knowledge of the support process for the main technologies in our environment, including Windows 10, Office 365, Active Directory, PC/Laptop hardware, mobile devices, PC imaging, Autopilot. * Basic understanding of scripting technologies such as Office macros, PowerShell, Windows Scripting Host. * Some server experience with installation, patching, and troubleshooting. * Some networking experience with installation, configuration, upgrading, and troubleshooting. * Lifelong learner, staying current with system information, changes, and updates. * Excellent asset management skills ## Description * Provide onsite IT support, own IT Incidents / Requests escalated from Service Desk related to hardware, software, telephony, mobile devices, network, applications, cyber security, etc. * Own user-generated IT Incidents / Requests from intake to resolution as assigned in the IT service management software. * Monitor and respond based on priority to IT Incidents / Requests received through ServiceNow. Incidents may involve hardware, software, telephony, mobile devices, and applications. * Articulate clearly and professionally through verbal and written communication displaying technical knowledge at an advanced level. * When individual Incidents rise to a recurring or systemic level, create and document Problem records in ServiceNow and escalate to the appropriate technical teams. * Follow standard operating procedures to perform initial assessment, documentation and assignment of incidents and all support desk tickets. Assist team with assessment and in-depth troubleshooting of more complex issues. * Provide the single point of contact for communications with the end-user related to IT Incidents, Requests, Problems, etc. Communicate proactively with status and next steps. * Able to communicate to mass groups of customers properly * Make technical decisions at the operational level based on defined Nordson processes and industry best practices. * Identify opportunities to improve operations processes and make recommendations for changes. * Partner with Service Desk to continuously improve support processes. Includes knowledge transfer, documentation and training to expand the breadth of items that are effectively resolved by the Service Desk. * Coordinate work with vendors as required to support our infrastructure and equipment. * Escalate Incidents to the appropriate technical teams for resolution as needed; create Problem records when individual Incidents rise to a recurring or systemic level. * Write and document technical solutions for publishing in the Nordson IT Support Knowledge base, contribute to IT support process improvements * Create partnership with local users through exceptional customer service and courteous, prompt and accurate communication. Use soft skills to address customer concerns and resolve complainants without need for escalation. * Provide support for employee onboarding, job change, offboarding, including IT equipment setup, delivery, collection, etc. * Order and deploy approved accessories and equipment as needed for sites within scope of assigned responsibility. * Support and maintain site asset management and processes including PC Refresh, projects, break/fix, etc. * Manage and maintain local site systems' health including printers, workstations, SCCM client, windows updates, Active Directory computers and users, asset management, etc. * Support business infrastructure as required, Service Line activities, projects, and tasks to maintain site servers, network equipment, phone system, etc. * Participate as required in projects adhering to IT policies, procedures, and best practices. * Support and engage in I&O Service Line team/tasks/projects. Coordinate activities and tasks across teams. * Ability to work non-standard hours, weekends, and on-call as necessary. * Ability to regularly walk facility and utilize scissor lifts and/or ladders as required. * Provide end user and team training as needed. * Well organized with the ability to multi-task and work with minimal supervision. * Other duties as assigned.