Service Desk Technician

Floor & Decor; United States; Remote; USD 50,000 - 65,000; Full time

Job summary

A leading company is seeking an IT Service Desk Support professional responsible for troubleshooting and providing support for IT systems. The role involves supporting end users via phone and other channels, requiring strong customer service and technical skills. This position offers opportunities for career advancement and contributions to various IT initiatives across the organization.

Benefits

Bonus opportunities

Career advancement opportunities

401k with discretionary company match

Employee Stock Purchase Plan

Referral Bonus Program

Medical, Dental, Vision, Life and other Insurance Plans

Qualifications

• 90% phone support and exceptional customer service skills required.
• Intermediate knowledge of Microsoft products and basic network concepts needed.
• Ability to work in a team and adapt to changing technology environments.

Responsibilities

• Handle incoming issues and requests to the Service Desk via various channels.
• Troubleshoot basic Service Desk needs and provide timely updates to users.
• Assist with new store setups and maintain company IT assets.

Skills

Customer service

Communication

Critical thinking

Task management

Education

Associates degree with a technology specialty

Tools

Office 365

ServiceNow

Microsoft SCCM

VMWare vSphere

Cisco

Okta

Workday

Kronos

Job description

Purpose:

This position supports the company with enterprise-wide responsibilities for the IT Service Desk support, network administration support, IT hardware support, and Windows applications support (excluding Escalate products).

Minimum Eligibility Requirements:

• This position is 90% phone support
• Exceptional customer service skills
• Associates degree with a technology specialty. Relevant experience may be substituted in place of education
• Intermediate knowledge of Microsoft products (Office Suite, Office 365, Windows OS', etc.)
• Understanding of TCP/IP logic, network layering, and connectivity challenges
• Must be able to adapt to an ever-changing technological environment
• Possess intermediate task management skills
• Ability to work effectively and efficiently in a team environment
• Excellent communication skills (verbal and written)
• Must be a creative and critical thinker
• Ability to prioritize and work through end-users issues, providing continuous feedback related to resolution
• Must be friendly and able to smile a lot while working days, nights, and/or weekends as required
• Willingness to work a flexible schedule
• Willingness to work other duties as assigned

Essential Job Functions:

• Handle incoming issues and requests to the Service Desk (help desk) via ticketing system, email, phone, and in person
• Triages incoming support calls by asking proper questions to the end user, gathering enough detail to understand the priority of the issue and the impact to their organization
• Troubleshooting basic Service Desk needs for our stores, distribution centers, and corporate offices
• Record, respond to, and resolve all Service Desk inquiries in the ticketing system
• Provide end users with timely updates regarding their issues and requests
• Follow and document process flows for areas of responsibility
• Provide end user support and training for access to company systems, networks, cell phone, Microsoft applications, voicemail, and hardware (computers, printers, paging systems, IP phones, etc.)
• Provide maintenance to company IT assets (i.e. printers, PC’s, routers, etc.) through the issuance of trouble tickets to vendors, directing the end user through repairs, or personally completing the repair
• Add, move, and change IT assets in the IT asset inventory database
• Assist in management of servers and shared drives
• Assist with new store setup and retrofits as required (including wiring, PC configuration, network and phone configuration, etc.)
• Complete configuration and setup of laptops, PC’s, cell phones, voice mail, and IP phones. Includes restoration of PC’s impacted by virus and spyware intrusion
• Identifying and resolving issues with Office 365
• Works various shifts, holidays, on-call and travel as required
• Have worked with the following systems and applications:
  • Office 365
  • Microsoft SCCM
  • VMWare vSphere
  • Cisco
  • ServiceNow
  • Okta
  • Workday
  • Kronos

PHYSICAL/SENSORY REQUIREMENTS

Sedentary Work – Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time.

Note: Floor & Decor considers all applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, medical condition, pregnancy, marital or familial status, veteran status, or based on any other class protected by applicable federal, state, or local law. Floor & Decor also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer at its sole discretion.

Benefits & Rewards

• Bonus opportunities at every level

• Career advancement opportunities

• Relocation opportunities across the country

• 401k with discretionary company match

• Employee Stock Purchase Plan

• Referral Bonus Program

• Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

Equal Employment Opportunity

Floor & Decor provides equal employment opportunities to all associates and applicants without regard to age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, disability, veteran status, genetic information, ethnicity, citizenship, or any other category protected by law.

This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment. This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.