Support Systems Technician

Mohawk Industries, Inc.; Dallas (TX); On-site; USD 45,000 - 60,000; Full time

Job summary

Mohawk Industries, Inc. is seeking an entry-level Support Systems Technician who will deliver first-level technical support for Windows environments, email, and enterprise applications. You will assist a geographically dispersed client base and document all service activities.

The role emphasizes customer service, problem solving, and collaboration with a global flooring leader. A bachelor’s degree or equivalent experience is required, with opportunities for training and certifications to

Qualifications

• Bachelor’s degree in a related field or equivalent education and/or experience.
• 0-2 years’ relevant experience or equivalent education and/or experience.
• Technical knowledge of PC diagnostics and familiarity with the Microsoft Windows platform and Microsoft Office applications.
• Industry standard certifications (A+, ITIL v3 Foundations, HDI Analyst, Network+, MCP, CCNA, CCNP, etc.) are a plus.

Responsibilities

• Provide daily technical and user support for Windows environments, email, enterprise applications and databases, security issues, desktop and server hardware/software, and production equipment related issues.
• Provide application support for popular PC applications.
• Troubleshoot problems using desktop remote control products and thoroughly document all services provided.
• Use the IT Service Management ticketing system to open and track requests, incidents, and problems, retaining ownership and escalating as needed.
• Maintain accuracy and relevancy of knowledge management database with frequent updates.
• Develop an understanding of critical business systems and processes.
• Set incident priorities and invoke escalation procedures to coordinate recovery.
• Provide guidance in using security request systems and update on current requests.
• Make escalation decisions based on workload and urgency to best serve customers.
• Participate in self-paced training and ongoing certifications to enhance skills.
• Perform other duties as needed.

Skills

Excellent communication

Problem solving

Organizational skills

Multitasking

Time management

Integrity and discretion

Education

Bachelor’s degree or equivalent education/experience

Tools

Microsoft Windows

Microsoft Office

Job description

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Date: Aug 28, 2026

Are you looking for more?

At Mohawk Industries, we’re committed to more – more customer solutions, more process improvements, more sustainable manufacturing and more opportunities for our team.

As a Fortune 500, global flooring leader with some of the best-known brands in the industry, Mohawk is a great place to start or develop your career with an emphasis on more of what’s important to you. Whether you want to lead more, innovate more, learn more or create more, you can find your more with Mohawk.

What we need:

The Support Systems Tech is an entry level contributor that works to solve Support Systems and Help Desk problems. This role provides first level technical support in a positive, professional manner to a geographically dispersed client community.

What you'll do:

• Provide daily technical and user support for the determination, resolution, or escalation of technical problems related to Windows environments and applications, electronic mail, enterprise applications and databases, security issues, desktop hardware/software, server hardware/software, and production equipment related issues.
• Provide application support for popular PC applications.
• Troubleshoot problems using desktop remote control products where possible and thoroughly document all services provided.
• Use the IT Service Management ticketing system to open and track requests, incidents, and problems. Retain ownership of the tickets they open and escalate to 2nd level technician as needed.
• Maintain accuracy and relevancy of knowledge management database by making frequent updates and new submissions.
• Develop an understanding of critical business systems and processes.
• Use best judgment to set Incident priority and invoke problem escalation procedures to coordinate recovery.
• Provide customers with guidance in using security request system and provide status of current requests.
• Make escalation decisions based on workload volume and urgency to maintain balance while best serving the customer.
• Participates in self-paced training and ongoing certifications to enhance skill set and further professional development.
• Performs other duties as needed.

What you have:

• Bachelor’s degree in a related field or equivalent education and/or experience.
• 0-2 years’ relevant experience or equivalent education and/or experience.
• Technical knowledge of PC diagnostics and strong familiarity with the Microsoft Windows platform and Microsoft Office applications.
• Industry standard certifications (A+, ITIL v3 Foundations, HDI Analyst, Network+, MCP, CCNA, CCNP, etc.) are a plus.

What you're good at:

• Applies conceptual knowledge of the theories, practices, and procedures within a discipline.
• Excellent communication, problem solving, and organizational skills.
• Able to multitask, prioritize, and manage time effectively.
• High level of integrity and discretion in handling sensitive and confidential data.
• Proficient using Microsoft Office Suite products.

Mohawk Industries is a leading global flooring manufacturer that creates products to enhance residential and commercial spaces around the world. Mohawk’s vertically integrated manufacturing and distribution processes provide competitive advantages in the production of carpet, rugs, ceramic tile, laminate, wood, stone and vinyl flooring. Our industry-leading innovation has yielded products and technologies that differentiate our brands in the marketplace and satisfy all remodeling and new construction requirements. Our brands are among the most recognized in the industry and include American Olean, Daltile, Durkan, IVC, Karastan, Marazzi, Mohawk, Mohawk Home, Pergo, and Quick-Step. During the past decade, Mohawk has transformed its business from an American carpet manufacturer into the world’s largest flooring company with operations in Australia, Brazil, Canada, Europe, India, Malaysia, Mexico, New Zealand, Russia and the United States.

Mohawk Industries, Inc. is an Equal Opportunity Employer including disability/veteran committed to an inclusive workplace and a proud Drugs Don’t Work participant.