Support Systems Technician

Mohawk Industries•Dallas, TX

About The Position

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.

Requirements

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.

Nice To Haves

Industry standard certifications (A+, ITIL v3 Foundations, HDI Analyst, Network+, MCP, CCNA, CCNP, etc.) are a plus.
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.

Responsibilities

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.