Job Abstract

This role 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 IT’s 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

• 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