Tier II IT Support Specialist

Job Description

Job Responsibilities & Requirements

What You Will Do:

Responsibilities:

• Manage, troubleshoot, and resolve software, hardware and software platform, and services issues.

• Triage, user support, and quality assurance follow-up of all IT support requests escalated by the Service Desk (Tier I Support) coming via a ticketing system.

• Research, provide recommendations/assessments, and implement new hardware/software solutions as needed by the business.

• Work with Administrators and Engineers (Tier III) within IT, building knowledge and support capabilities of the Tier II team.

• Cross-training with Administrators, Engineers, and other Tier II specialists to build upon specialized knowledge.

• Package software for installation and trains team members on same.

• Document and record data pertaining to technical events and incidents in the incident management application system.

• Attentive to customers when they describe their computer problems. Ask customers technically advanced questions to properly diagnose the problem beyond first level support. Walk customers through the recommended problem-solving steps.

• Provide ongoing deployment, support, resolution of problems, and recovery of operating malfunctions involving various hardware components and software failures.

Qualifications:

• Bachelors Related Field required

• 4+ Years of experience in supporting Windows endpoints in a professional environment required

• 2+ Years of experience with Application Deployment and Management preferred

• 1-2 Years of experience supporting an Inventory Management system preferred

• Equivalent combination of experience and education which clearly indicates the ability to perform the essential functions of the position may substitute on a year for year basis

• Able to use Microsoft Office Applications

• Information Technology Infrastructure Library (ITIL) - PeopleCert preferred

Soft Skills
Must be self-motivated, team oriented and possess strong communication and interpersonal skills, strong organizational skills, be detail oriented, and self-motivated with a demonstrated ability to problem solve. Strong sense of urgency and strong commitment to quality customer service is required. Ability to analyze and interpret data (metrics) to improve the delivery and support of services to our customers. Familiarity with and/or ITIL concepts or certification preferred. Must be self-motivated, team oriented and possess strong communication and interpersonal skills. Self-motivated with a demonstrated ability to problem solve. Strong sense of urgency and strong commitment to quality customer service is required. Ability to analyze and interpret data (metrics) to improve the delivery and support of services to our customers.

MiTek Perks:

• Generous time off including Paid Time Off, 13 annual holidays, and Volunteer time off

• Day One Medical/Rx, Dental and Vision Plans

• Family friendly benefits including Paid Caregiver Leave, Paid Parental Leave and Adoption Reimbursement

• Performance/Incentive bonuses

• Career advancement, training opportunities, Employee Resource Groups, and tuition reimbursement

• Retirement programs including Matching 401(k) Contributions and Profit Sharing

• Employer paid Short-Term Disability, Long-Term Disability and Life Insurance

• myFlexPay partner - allows you to track, manage and access your pay anytime

Physical Demands
This role is performed in an office environment where a computer, telephone and other office equipment are used as needed to perform the duties of the role. This role may need to access areas within the building that are undergoing renovations which may contain jobsite hazards. Occasionally this role will required to push, pull, bend, lift and move up to 25 lbs.

MiTek is a platform innovator and enabler that exists to transform the building industry with better building solutions. In 1955, MiTek transformed residential construction with the invention of the Gang-Nail plate and a digital platform that provided an affordable and scalable way to manufacture wood trusses. Today, MiTek delivers software, services, engineered products, and automated solutions that enable the building industry toimprove efficiencies by optimizingthe balance between off-site and on-site. With nearly 5,600 team members worldwide, MiTek collaborates across the building industry to enable and accelerate transformational breakthroughs in design and construction to transform the way the industry designs, makes, and builds. As a Berkshire Hathaway (NYSE: BRK-A, NYSE: BRK-B) company since 2001, MiTek has a record of continuous growth and innovation.

MiTek is an E-Verify and Drug and Tobacco-Free Workplace.

We are an equal opportunity employer; and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, ethnicity, physical or mental disability, sex (including pregnancy, sexual orientation, gender identity or expression, or transgender status), age (40 and over), genetic information (including family medical history), veteran status, or any other protected characteristic.

For accommodation to assist with completing this application, please contact Human Resources at +1 314-434-1200.

www.mii.com