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IT Support Specialist

2 months ago

SaintChaptes, Occitanie, United States Interface Full time

Interface is a leading global provider of flooring solutions and a pioneer in sustainability, offering a comprehensive range of products including carpet tiles, luxury vinyl tiles (LVT), and nora rubber flooring for both commercial and residential applications. With a commitment to purposeful design and performance, Interface flooring not only enhances interior spaces but also contributes to climate progress. As a long-standing advocate for sustainability, Interface is dedicated to becoming a restorative business, focusing on significant carbon reductions as it strives to meet its verified science-based targets by 2030 and aims to achieve carbon negativity by 2040.

As an IT Support Specialist, you will be instrumental in assisting internal users with various technical issues related to PCs, Macs, mobile devices, and applications, including peripheral devices like printers. Your role involves responding to user inquiries, diagnosing problems with IT equipment and applications, and providing timely resolutions. Collaboration with other IT personnel is essential to address issues that may extend beyond your expertise. This position requires a blend of creative and technical problem-solving skills, exceptional customer service, and teamwork to deliver effective solutions to internal users.

Key Responsibilities:

  • Deliver Level 1 technical support by managing incoming phone calls, incident tickets, and service requests from internal users experiencing issues. Document detailed notes regarding user problems, suggest potential resolutions, and efficiently manage the flow of support requests by asking pertinent questions to fully understand the user's concerns.
  • Diagnose and restore routine technical services and equipment by analyzing and identifying faults using established procedures.
  • Collaborate with senior technical teams to conduct root cause analysis and develop checklists for common issues, along with recommended procedures for problem prevention.
  • Escalate unresolved user incidents to higher-level IT support specialists when necessary.
  • Maintain a knowledge database to improve the quality of problem resolution and share insights with team members to assist with incidents.
  • Provide basic support for software, hardware, and desktop-based LAN systems computing when appropriate, escalating to higher-level support as needed.
  • Prioritize incoming calls, tickets, and requests to ensure urgent issues are addressed promptly.
  • Evaluate changes for compliance with established standards and guidelines.
  • Perform additional duties as assigned.
Skills and Qualifications:
  • Technical Proficiency: Strong technical and computer skills are essential for resolving user issues effectively.
  • Problem-Solving Abilities: The analyst should possess the capability to devise both technical and creative solutions to user challenges.
  • Communication Skills: Effective communication is crucial for gathering information about problems, preparing detailed documentation, and guiding users through resolution steps.
  • Time Management: Excellent time management skills are necessary to prioritize multiple cases efficiently.
  • Team Collaboration: The role requires regular collaboration with other IT personnel to resolve user issues successfully.
Requirements:

Education:

Associate degree in a technology-related field or equivalent experience.

Experience:

0 - 3 years in an IT technology-related role.

We are an Equal Opportunity Employer, including Veterans and Disabled individuals.