IT Support Specialist

Job Description

Role and Responsibilities

• Monitor and respond quickly to incoming tickets through in house ticketing system
• Install and configure computer hardware and software
• Support the IT team in maintaining hardware, software, and business systems
• Investigate, diagnose, and resolve computer software and hardware faults
• Perform system monitoring, verifying the integrity and availability of all hardware, server resources, and systems
• Assist with onboarding of new users and employee workstation setup
• Assist in keeping inventory of equipment, software, and licensed users
• Maintain user PCs, including upgrades and configuration as needed
• Redirect unresolved issues to the next level of support personnel
• Help maintain technical documentation and standard operating procedures on installation of software, configuration of hardware and problem troubleshooting
• Assist in maintaining cleanliness and organization of server room
  
  

Qualifications And Education Requirements

• Working knowledge of Active Directory preferred
• Experience with Help Desk/Service Desk ticketing and support systems
• Experience supporting Office 365
• Experience with troubleshooting printer issues
• Enthusiasm to continually learn and grow
  
  

Competencies

• Analytical--Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
• Adaptability--Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  
  

Physical Requirements:

Regularly stand/sit for extended periods, operate office equipment, perform light-moderate lifting, lift/move up to 45 lbs. occasionally, bend, twist, and maintain posture. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Company Core Values

Merola Tile Fundamentals

We stay true to our mission statement “Improving Homes. Improving Lives.” With our product we improve homes, but it is with our collective effort that we improve lives. Our Fundamentals describe the values, behaviors, principles, and practices that are the foundation of our unique workplace. It explains how we relate to each other, our clients, and even our suppliers. It’s who we are, and it’s what drives our extraordinary success. It’s our commitment to each other to improve our lives.

• DO THE RIGHT THING
• THINK SAFE. WORK SAFE
• HONOR COMMITMENTS
• FOCUS ON SOLUTIONS
• HAVE CLEAR EXPECTATIONS & PUR­POSE
• UNDERSTAND THE WHY
• LISTEN GENEROUSLY
• SPEAK STRAIGHT AND SHARE
• FINISH THINGS
• SHOW MEANINGFUL APPRECIATION
• BE A FANATIC ABOUT RESPONSE TIME
• GIVE YOUR 100% BEST EFFORT
• DEVELOP YOUR SKILL SET
• ASSUME POSITIVE INTENT
• LOVE YOUR SPACE
• INVEST IN RELATIONSHIPS
• LOOK AHEAD AND ANTICIPATE
• THINK TEAM FIRST
• BE RELENTLESS ABOUT IMPROVE-MENT
• DELIVER LEGENDARY SERVICE
• “BRING IT” EVERY DAY
• BE RESPONSIBLE WITH COMPANY RESOURCES
• BE POSITIVE
• WALK IN YOUR CUSTOMERS’ SHOES
• MAKE IT FEEL LIKE HOME
• CREATE A GREAT IMPRESSION
• TREASURE, PROTECT, AND PRO­MOTE OUR REPUTATION
• DO WHAT’S BEST FOR THE CUSTOM­ER
• BE PROCESS-DRIVEN
• GIVE BACK
• BE A TECHNICAL EXPERT
• LIVE A CULTURE OF ACCOUNTABILITY
• KEEP THINGS FUN