IT Service Desk Associate

The Company:

Join Tarkett, a global leader in innovation flooring solutions and sports surfaces. We believe our entrepreneurial culture is what differentiates us from the competition. So if you’ve got what it takes, we invite you to CHANGE THE GAME WITH US!

Overview:

The IT Service Desk Associate is responsible to deliver IT Services for the Tarkett locations and users in his or her territory according to procedures defined by the IT Service Desk Manager and the directions and guidelines set by the Infrastructure team. Also, act as a backup for other IT Service Desk associates. Some traveling will be required to support remote locations and to participate in North America IT group meetings.

Responsibilities:

The Service Desk Associate will provide (24x7) Level 1, 2 and 3 support including provisioning, maintaining, administering, troubleshooting and issue resolution of reported incidents and other requests for supported infrastructure technologies and devices across the enterprise.

First Level Support:

Ensures that all incidents or requests (services or changes) are appropriately logged into Tarkett’s tracking system to create a ticket

Defines steps to assign the appropriate individual or team to the resolution of tickets

Monitors the timely resolution of tickets and keeps the requester informed

Closes the ticket when the requester is satisfied with the resolution

Second Level Support:

Resolves all tickets that can be resolved immediately in a timely fashion

Escalates unresolved ticket to backup or third level

Deploy client personal technology; mobility devices, hardware/software installs on new or upgrades to existing workstation

Provides desktop support to end-users of PC, voice, mobility devices, server, wiring or mainframe applications, and hardware for local, off-site and/or remote locations

Consult with vendor support partners to resolve issues

Third Level Support - In his or her areas of expertise, the IT Service Desk Technicians will:

Prepare internal procedures

Cross trains other IT team members and assists with training of new team members

Perform all necessary periodic operative and administrative activities required to maintain a high quality service to all IT customers

Participate in project moves/business as usual moves and other duties as assigned.

Other duties as assigned

Desired Skills and Experience

College or University degree in Computer Science or related field

Minimum of 5 years of experience in IT infrastructure support and networking activities

Experience with Windows based networks and servers

Experience with TCP/IP network and telecommunication technology (wired and wireless), preferred

Experience with POTS, PBX and VoIP voice and videoconference systems, preferred

A Networking, MCP, MCSE and CCNA certification, preferred

Strong customer service skills with ability to problem solve

Excellent verbal and written communication skills written

Ability to lift up to 50lbs

Ability to travel

Proficient with M365, SCCM, Active Directory, Group Policy and Deployment

Come and see how life is at Tarkett! https://careers.tarkett.com

This description is a general statement of duties and responsibilities performed on a regular and continuous basis. This description is not intended to be all inclusive and other related duties may be assigned.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Application Question(s):

• Ability to successfully pass a drug and alcohol screening

Education:

• Bachelor's (Preferred)

Experience:

• IT infrastructure support and networking activities: 5 years (Preferred)
• Windows: 3 years (Preferred)

Work Remotely:

• No