IT Service Desk Specialist

Job Description

Job Responsibilities & Requirements

A Brief Overview
Responsible for providing phone and ticketing technical support in maintaining the companys information technology software hardware and business systems. Provide proactive and reactive support for Production services supporting all production systems running at MiTek. Responsible for supporting MiTeks computing information and other technology systems and applications and providing user support in all locations.

What You Will Do:

Responsibilities

• Address support center and new service requests in priority order and tracking from request to resolution

• Log all calls in the service desk incident management application system (ServiceNow)

• Perform software installations upgrades and configure user-specific software

• Document all computer and network problems and resolutions for future reference

• Provides basic training to employees on the use of company applications and remote access software

• Troubleshoot technology and support problems and make recommendations for possible solutions

Qualifications

• Bachelors Degree Information Technology preferred or equivalent combination of experience and education which clearly indicates the ability to perform the essential functions of the position may substitute on a year for year basis

• 1-2 Years of experience in Windows software and endpoint support required

• 1-2 Years of experience providing phone support of remote employees required

• 1-2 Years of experience troubleshooting and ticket escalations required

Soft Skills

• Must be self-motivated team oriented and possess strong communication and interpersonal skills.

• Candidate should possess strong organizational skills be detail oriented with a demonstrated ability to problem solve.

• Strong sense of urgency and strong commitment to quality customer service is required.

• Ability to analyze and interpret data (metrics) to improve the delivery and support of services to our customers.

Physical Demands

This role is performed in an office environment where a computer telephone and other office equipment are used as needed to perform the duties of the role.

MiTek Perks:

• Generous time off including Paid Time Off 13 annual holidays and volunteer time off

• Day One Medical/Rx Dental and Vision Plans

• Family friendly benefits including Paid Caregiver Leave Paid Parental Leave and Adoption Reimbursement

• Performance/Incentive bonuses

• Career advancement training opportunities Employee Resource Groups and tuition reimbursement

• Retirement programs including Matching 401(k) Contributions and Profit Sharing

• Employer paid Short-Term Disability Long-Term Disability and LifeInsurance

• myFlexPay partner allows you to track manage and access your pay anytime

MiTek is a platform innovator and enabler that exists to transform the building industry with better building 1955 MiTek transformed residential construction with the invention of the Gang-Nail plate and a digital platform that provided an affordable and scalable way to manufacture wood trusses. Today MiTek delivers software services engineered products and automated solutions that enable the building industry toimprove efficiencies by optimizingthe balance between off-site and on-site. With nearly 5600 team members worldwide MiTek collaborates across the building industry to enable and accelerate transformational breakthroughs in design and construction to transform the way the industry designs makes and builds. As a Berkshire Hathaway (NYSE: BRK-A NYSE: BRK-B) company since 2001 MiTek has a record of continuous growth and innovation.

MiTek is an E-Verify and Drug and Tobacco-Free Workplace.

We are an equal opportunity employer; and all qualified applicants will receive consideration for employment without regard to race color creed religion national origin ethnicity physical or mental disability sex (including pregnancy sexual orientation gender identity or expression or transgender status) age (40 and over) genetic information (including family medical history) veteran status or any other protected characteristic.

For accommodation to assist with completing this application please contact Human Resources at 1 .