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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.
Job Objective: The Sr IT Support Specialist is a high-performing contributor who provides advanced technical support and troubleshoots hardware and software issues. This role will play a key role in providing technical support to end-users, troubleshooting hardware and software issues, and assisting in the maintenance of IT systems.
Duties and Responsibilities of the Position:
• Provide PC/Mac support for local & remote locations including hardware and software.
• Properly diagnose and resolve software and hardware configuration problems at the workstation level.
• Collaborating help desk team members, including training and mentoring them.
• Managing the first-line technical support for all tickets on applications and services.
• Ensuring tickets are addressed promptly and resolved in compliance with Service Level Agreements (SLAs).
• Utilize daily, weekly, and monthly reports on the help desk team’s productivity and identify improvement areas.
• Maintain inventory, including pulling order, staging, loading delivering, and installing.
• Troubleshoot problems using desktop remote control products.
• Use of the IT Service Management solution to track, update, and close tickets.
• Dispatch 3rd party vendor service technicians when appropriate.
• Maintain and test latest hardware, software revisions, and/or patches (includes research of known hardware and software bugs).
• Work closely with IT Management, Support Center personnel, and other technical and applications staff.
• Perform other duties as needed.
Required Experience and Education:
• Bachelor’s degree in a related field preferred.
• 4-6 years’ relevant experience OR equivalent combination of education and experience.
• Minimum of 2-4 years of experience in a similar role, providing technical support and troubleshooting complex systems.
• Must have a technical knowledge of advanced PC diagnostics and strong familiarity with the Microsoft Windows platform and Microsoft Office applications.
Competencies:
• 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.
• Understanding of control systems, video conferencing equipment, Digital Signage, Kiosks, and audio equalization preferred.
Disclaimer: It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
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.