IT Service Specialist

Mattamy Homes • Charlotte, NC

1d • Onsite

About The Position

Support and ensuring delivery of IT services to the business so that end users can accomplish business tasks
Triage issues and service requests via phone, e-mail or service desk ticketing system
Coordinate Field Service Partners in scheduling delivery and infrastructure deployment
Provide a prompt response to user requests for information and assist in application system problem resolution
Log all incoming calls in an Incident Management tool and resolve and/or escalate calls as required
Develop and maintain support knowledge base containing troubleshooting approaches, methods and fixes as observed in Incident and Problem Management
Collaborate with IT Service Delivery Leads for activities such as incident management, problem management and root cause analysis and to resolve after-hours incidents
Proactively build relationships and awareness of the upcoming remote office activities with key stakeholders from the different divisions
Troubleshoot, problem-solve and assist with office moves

Requirements

• Bachelor's degree in Computer Science, Information Systems, Business or related field
• Should have A+ Certification / Network + and Security + are preferred as well, but not required
• Must have a minimum of 5 years of related work experience
• Knowledge and/or experience with Microsoft technologies (Office 365, Windows 10/11, SharePoint)
• Knowledge and/or experience with Mobile technologies (Apple/iOS, Android)
• ITIL Foundations Certification an asset
• Experience managing corporate desktop environments for patching, antivirus, application deployment
• Deep knowledge of Wide Area Network and LAN technologies that can be used to connect site railers\offices
• Demonstrated experience with client support and a proven ability to deliver a high level of customer service
• Customer and Vendor relationship management skills
• Excellent written and verbal communication skills
• Demonstrated proactive approaches to problem-solving with strong decision-making capability
• Demonstrated ability to achieve high performance goals and meet deadlines in a fast-paced environment
• Must be able to travel throughout the designated regions up to 25%, as well as other markets as needed (AZ, NC, FL)
• Must have a valid driver's license
• Must have vehicle and be willing to drive to satellite offices
• Must be able to lift up to 50 lbs, work in tight spaces including IT closets and under desks for equipment set up
• Must be able to sit for long periods of time

Nice To Haves

• Knowledge and/or experience in Homebuilding an asset
• Network + and Security + Certifications

Responsibilities

• Support and ensuring delivery of IT services to the business so that end users can accomplish business tasks
• Triage issues and service requests via phone, e-mail or service desk ticketing system
• Coordinate Field Service Partners in scheduling delivery and infrastructure deployment
• Provide a prompt response to user requests for information and assist in application system problem resolution
• Log all incoming calls in an Incident Management tool and resolve and/or escalate calls as required
• Develop and maintain support knowledge base containing troubleshooting approaches, methods and fixes as observed in Incident and Problem Management
• Collaborate with IT Service Delivery Leads for activities such as incident management, problem management and root cause analysis and to resolve after-hours incidents
• Proactively build relationships and awareness of the upcoming remote office activities with key stakeholders from the different divisions
• Troubleshoot, problem-solve and assist with office moves

Benefits

• 3 weeks of company paid vacation + 1 week of company paid time off + 1 week of sick time
• Health, Dental and Vision Insurance
• Life Insurance and Short/Long Term Disability
• Flex Spending, 401K with Company Matching and Tuition Reimbursement
• Entertainment Discounts, Employee Home Ownership Program and Company-wide Volunteer Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level