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Job Description
Responsible for performing daily operations for the Tier II Support team, including support for IT services, shared hardware and software platforms, and software support for MiTek team members as escalated by the Tier I Support. Responsible for providing second-level system and technology support for the Company's employees, researching new solutions for hardware and software needs, and assists with implementing new solutions. Provide computing and system support through ServiceNow ticketing system, assists team members in troubleshooting and examining systems to identify technical issues and guide them on resolving them. Works in conjunction with Administration and Engineering teams within IT to expand knowledge of advanced and specialized services and functions. Primarily responsible for closing escalated tickets work escalating to Tier III support if necessary. Executes a follow-up to ensure that the problem is eliminated. Ensures the security and integrity of the company's resources and helps in developing IT and infrastructure projects.Job Responsibilities & Requirements
Responsibilities:
Manage, troubleshoot, and resolve hardware and software platform and services issues.
Triage, user support, and quality assurance follow-up of all IT support requests escalated by the Tier I Support coming via a ticketing system.
Research, provide recommendations/assessments, and implement new hardware/software solutions as needed by the business.
Work with Administrators and Engineers (Tier III) within IT, building knowledge and support capabilities of the Tier II team.
Cross-training with Administrators, Engineers, and other Tier III specialists to build upon specialized knowledge.
Package software for installation and train team members on same.
Document and record events in ServiceNow ticketing system.
Ask customers questions to describe their computer problem to determine their technical issue for resolution.
Provide ongoing deployment, support, resolution of problems, and recovery of operating malfunctions involving various hardware components and software failures.
Qualifications
4+ Years of experience in supporting Windows endpoints in a professional environment required
2+ Years of experience with Application Deployment and Management preferred
1-2 Years of experience supporting an Inventory Management system preferred
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
Able to use Microsoft Office Applications
Information Technology Infrastructure Library (ITIL) familiarity
Soft Skills
Must be self-motivated, team oriented and possess strong communication and interpersonal skills, strong organizational skills, be detail oriented, and self-motivated 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. Must be self-motivated, team oriented and possess strong communication and interpersonal skills. Self-motivated with a demonstrated ability to problem solve. Ability to analyze and interpret data (metrics) to improve the delivery and support of services to our customers.
MiTek Perks
Flexible Paid Time Off - take as much time off as you need!
All Benefits begin on Day 1!
Profit Sharing Plan and Annual Incentive Plan
13 Paid Holidays
401k Plan with Matching Contributions
Paid Parental Leave and Paid Caregiver Leave
A variety of Medical, Dental and Vision Plans to choose from
Short-Term Disability Coverage, Long-Term Disability Coverage and Life Insurance
Tuition Reimbursement
Career advancement and training opportunities!
MiTek is a platform innovator and enabler that exists to transform the building industry with better building solutions. In 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 5,600 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 +1 314-434-1200.
www.mii.com
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, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.