Job Description
Responsible for providing phone and ticketing technical support in maintaining the company's information technology, software, hardware and business systems. Provide proactive and reactive support for Production services, supporting all production systems running at MiTek. Responsible for supporting the company's computing, information, and other technology systems and applications and providing user support in all locations.
Job Responsibilities & Requirements
What You Will Do:
Responsibilities:
Address support center and new service requests in priority order and tracking from request to resolution.
Log all calls in the service desk incident management application system.
Perform software installations, upgrades, and configure customer-specific software.
Document all computer and network problems and resolutions for future reference.
Provide basic training to associates on the use of company applications and remote access software.
Have a working knowledge of computer operating systems.
Troubleshoot technology and support problems and make recommendations for possible solutions.
Qualifications
2+ Years of experience in Windows, software, and endpoint support required.
1-2 Years of experience providing phone support of remote employees required.
1-2 Years of experience troubleshooting and ticket escalations required.
Able to use Microsoft Office Applications.
Soft Skills
Must be self-motivated, team-oriented, and possess strong communication and interpersonal skills. 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. Familiarity with and/or ITIL concepts or certification preferred.
Physical Demands
This role is performed in an office environment where a computer, telephone and other office equipment are used as needed to perform the duties of the role.
MiTek Perks
Generous time off including Paid Time Off, 13 annual holidays, and volunteer time off.
Day One Medical/Rx, Dental and Vision Plans.
Family friendly benefits including Paid Caregiver Leave, Paid Parental Leave and Adoption Reimbursement.
Performance/Incentive bonuses.
Career advancement, training opportunities, Employee Resource Groups, and tuition reimbursement.
Retirement programs including Matching 401(k) Contributions and Profit Sharing.
Employer paid Short-Term Disability, Long-Term Disability and Life Insurance.
myFlexPay partner – allows you to track, manage and access your pay anytime.
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 to improve efficiencies by optimizing the 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.
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.