IT Support Specialist

Are you looking for more?

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.

What You’ll Do

• Serve as the primary point of contact for IT-related inquiries and issues, including hardware, software, network, and application support.
• Diagnose and resolve software and hardware configuration problems at the workstation level.
• Provide timely and efficient technical assistance to users through phone, email, chat, or in person.
• Demonstrate a customer-focused attitude through excellent verbal and written communication when dealing with customers.
• Accurately document and communicate relevant information in tickets and the Knowledge Management database to ensure collaboration with other support teams and deliver exceptional customer experiences.
• Maintain the accuracy and relevancy of the Knowledge Management database by frequently updating and submitting new information.
• Develop an understanding of critical business systems/processes and their potential impact if unavailable.
• Set incident priority and initiate problem escalation procedures to coordinate recovery efforts.
• Resolve 75% of problems at the 1st level, with the ability to perform 2nd-level support as needed to balance workload across teams.
• Utilize the IT Service ticketing system to open, track, and manage requests, incidents, and problems.
• Review and develop automation solutions for storage-related activities and guide other team members in implementing these solutions.
• Coordinate the dispatch of third-party vendor service technicians as needed.
• Maintain and test the latest hardware and software revisions and patches.
• Collaborate closely with IT Management, Support Center personnel, and other technical and applications staff.
• Perform other duties as needed.
  
  

What You Have

• 2-4 years’ relevant experience OR an equivalent combination of education and experience.
• At least 1 year of experience in end-user support with the Microsoft Windows environment.
• Knowledge of Microsoft Windows and macOS operating systems
• Participates in self-paced training and ongoing Certifications to enhance skill set and further professional development.
• Works closely with IS Management, Support Center personnel, and other IS technical and applications staff.
• Perform monthly self-quality assessments using the Call Copy recording tool.
• Demonstrate a high level of work ethic, autonomy, and self-direction while Telecommuting (Off-shift 100% only)
• IS Trainer related: Assists in coordination and preparation of training requirements for Support Center personnel. Contributes to departmental
• Productivity and development objectives by designing, conducting, and tracking training programs as necessary.
• Overseeing help desk team members, including training and mentoring them.
• Managing the first- and second-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 to identify areas of improvement.
  
  

What You’re Good At

• Ability to articulate complex technical designs and terms to business teams in simple terms.
• Ability to analyze and optimize technical system solutions.
• Experience planning and developing support processes and adhering to best practices.
• Strong written and oral communication skills and the ability to effectively communicate with technical and non-technical audiences.
• Knowledge of the principles, techniques, and methodology of project, quality, and change management.
• Ability to manage several projects simultaneously, from design to implementation.
• Ability to communicate technical information to other technical team members and coworkers in different departments who may not know networking technical terminology.
• Must be open to flexible working hours, including nights, weekends, and overtime as needed.
• Must be capable of a high degree of self-management and autonomy while working off-shift.
  
  

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.