Reports To: Nicholas Jordan, IT Manager, Corporate Service Desk

Purpose: Floor and Decor seeks a dedicated, detail-oriented Service Desk Technician II to join our Corporate Support team. The Service Desk Technician II I will be our corporate office's first contact for all IT-related Requests (REQs) and Incidents (INCs). The ideal candidate will have a strong IT support, networking, and desktop engineering background, a passion for technology, and a commitment to exceptional customer service.

Key Responsibilities:

• Provide Tier II contact and problem resolution for all users with hardware, software, and application issues.
• Resolve user-reported problems using available tools and following established workflows, procedures, and policies for managing end-user support and endpoint devices.
• Document, track, and monitor problems via ServiceNow to ensure timely resolution, maintaining high levels of customer satisfaction.
• Assist with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software within established standards and guidelines.
• Work with vendor support contacts to resolve technical issues within the desktop environment.
• Escalate issues and involve experts wherever required to resolve issues as quickly as possible.
• Train and educate end-users on basic and specialized applications and hardware use.
• Participate in developing and maintaining IT documentation and knowledge base resources.
• Work with the IT team to complete projects and initiatives as assigned.
• Stay current with system information, changes, and updates to ensure optimal employee support.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field, or equivalent work experience.
• 1-2 years of experience in a service desk or IT support role
• 1-2 consecutive years of experience using ServiceNow.
• Strong knowledge of Microsoft Windows operating systems, Office suite, typical desktop, and proprietary applications.
• Familiarity with basic networking concepts, hardware, and troubleshooting.
• Excellent problem-solving skills and the ability to diagnose and resolve technical issues efficiently.
• Strong communication and interpersonal skills, with an emphasis on providing superior customer service.
• Ability to work independently and as part of a team in a fast-paced environment.
• Certification in ITIL, CompTIA A , or Microsoft Certified Professional (MCP) is a plus.

Note: Floor & Decor considers all applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, medical condition, pregnancy, marital or familial status, veteran status, or based on any other class protected by applicable federal, state, or local law. Floor & Decor also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer at its sole discretion.

Benefits & Rewards

• Bonus opportunities at every level

• Career advancement opportunities

• Relocation opportunities across the country

• 401k with discretionary company match

• Employee Stock Purchase Plan

• Referral Bonus Program

• Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

Equal Employment Opportunity

Floor & Decor provides equal employment opportunities to all associates and applicants without regard to age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, disability, veteran status, genetic information, ethnicity, citizenship, or any other category protected by law.

This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment. This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.