IT Support Associate

Are you looking for more?
 

At Mohawk Industries, we’re committed to more – more customer solutions, more process improvements, more sustainable manufacturing and more opportunities for our team.

As a Fortune 500, global flooring leader with some of the best-known brands in the industry, Mohawk is a great place to start or develop your career with an emphasis on more of what’s important to you. Whether you want to lead more, innovate more, learn more or create more, you can find your more with Mohawk.

What we're looking for:
The IT Support Associate is an established performer who serves as first—and second-level support to solve Support Systems issues. This role troubleshoots hardware and software issues and partners with third-party vendors to facilitate hardware repairs.

What you'll do: 
 

• Work on performance problems, upgrades, and application setup/implementation.
• Provide first-level technical support to end-users via phone, email, or in-person.
• Assist users with hardware and software issues, troubleshooting problems effectively.
• Maintain inventory including pulling orders, staging, loading delivering, and installing.
• Work on projects and assignments as part of a large work team.
• Report any malfunctioning equipment and coordinate repairs or replacements.
• Assist in updating inventory records and equipment databases.
• Use applicable testing equipment to troubleshoot problems.
• Act as the first point of contact for IT-related inquiries and issues, such as hardware, software, network, and application support.
• Diagnose and resolve software and hardware configuration problems at the workstation level.
• Demonstrate a customer-focused attitude through excellent verbal and written communication when dealing with customers.
• Accurately document and communicate relevant information in tickets and the Knowledge Management database to ensure collaboration with other support teams and deliver exceptional customer experiences.
• Maintain the accuracy and relevancy of the Knowledge Management database by frequently updating and submitting new information.
• Develop an understanding of critical business systems/processes and their potential impact if unavailable.
• Set incident priority and initiate problem escalation procedures to coordinate recovery efforts.
• Review and develop automation for storage-related activities and provide guidance to other team members on automation solutions.
• Coordinate dispatch of 3rd-party vendor service technicians when necessary.
• Resolve 75% of problems at the 1st level, with the ability to perform 2nd level support as needed to balance workload across teams.
• Utilize the IT Service ticketing system to open, track, and manage requests, incidents, and problems.
• Participates in self-paced training and ongoing Certifications to enhance skill set and further professional development.
• Works closely with IS Management, Support Center personnel and other IS technical and applications staff.
• Performs monthly self-quality assessments using the Call Copy recording tool.
• Perform other duties as needed.

What you have:

• Bachelor’s degree in a related field preferred.
• 0-2 years’ relevant experience OR equivalent combination of education and experience.

What you're good at:

• 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.
• Demonstrated ability to learn Microsoft Office Suite products.

Mohawk Industries is a leading global flooring manufacturer that creates products to enhance residential and commercial spaces around the world. Mohawk’s vertically integrated manufacturing and distribution processes provide competitive advantages in the production of carpet, rugs, ceramic tile, laminate, wood, stone and vinyl flooring. Our industry-leading innovation has yielded products and technologies that differentiate our brands in the marketplace and satisfy all remodeling and new construction requirements. Our brands are among the most recognized in the industry and include American Olean, Daltile, Durkan, IVC, Karastan, Marazzi, Mohawk, Mohawk Home, Pergo, and Quick-Step. During the past decade, Mohawk has transformed its business from an American carpet manufacturer into the world’s largest flooring company with operations in Australia, Brazil, Canada, Europe, India, Malaysia, Mexico, New Zealand, Russia and the United States.

Mohawk Industries, Inc. is an Equal Opportunity Employer including disability/veteran committed to an inclusive workplace and a proud Drugs Don’t Work participant.