IT Support Specialist

3 days ago


Dalton, Georgia, United States Mohawk Industries Inc Full time
Job Title: Sr IT Support Specialist

Mohawk Industries, a leading global flooring manufacturer, is seeking a highly skilled Sr IT Support Specialist to join our team. As a key member of our IT department, you will provide advanced technical support and troubleshoot hardware and software issues, ensuring seamless operations and exceptional customer satisfaction.

Key Responsibilities:
  • Provide PC/Mac support for local and remote locations, including hardware and software troubleshooting.
  • Diagnose and resolve software and hardware configuration problems at the workstation level.
  • Collaborate with the help desk team, including training and mentoring.
  • Manage first-line technical support for all tickets on applications and services.
  • Ensure 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 and identify improvement areas.
  • Maintain inventory, including pulling orders, staging, loading, delivering, and installing.
  • Troubleshoot problems using desktop remote control products.
  • Use the IT Service Management solution to track, update, and close tickets.
  • Dispatch 3rd party vendor service technicians when appropriate.
  • Maintain and test latest hardware, software revisions, and/or patches.
  • Work closely with IT Management, Support Center personnel, and other technical and applications staff.
Requirements:
  • Bachelor's degree in a related field preferred.
  • 4-6 years' relevant experience or equivalent combination of education and experience.
  • Minimum of 2-4 years of experience in a similar role, providing technical support and troubleshooting complex systems.
  • Must have a technical knowledge of advanced PC diagnostics and strong familiarity with the Microsoft Windows platform and Microsoft Office applications.
Competencies:
  • Applies conceptual knowledge of the theories, practices, and procedures within a discipline.
  • Excellent communication, problem-solving, and organizational skills.
  • Able to multitask, prioritize, and manage time effectively.
  • High level of integrity and discretion in handling sensitive and confidential data.
  • Proficient using Microsoft Office Suite products.
  • Understanding of control systems, video conferencing equipment, Digital Signage, Kiosks, and audio equalization preferred.


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