• Job Description

  Req#: R04409

  Job Description

  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 to improve efficiencies by optimizing the 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. Learn more at www.mii.com.

  Summary

  The IT Service Desk Specialist is responsible for providing phone and ticketing technical support in maintaining the company's information technology, software, hardware and business systems. The role of Service Desk specialist is to provide proactive and reactive support for Production services, supporting all production systems running at MiTek. The position is responsible for supporting the agency's computing, information, and other technology systems and applications and providing user support in all locations.

  Job Responsibilities & Requirements

  
  A Brief Overview
  This position is responsible for providing phone and ticketing technical support in maintaining the company's information technology, software, hardware and business systems. The role of Service Desk specialist is to provide proactive and reactive support for Production services, supporting all production systems running at MiTek. The position is responsible for supporting the agency's computing, information, and other technology systems and applications and providing user support in all locations.
  
  What you will do

  • Address support center and new service requests in priority order and tracking from request to resolution
  • Log all calls in the service desk incident management application system
  • Perform software installations, upgrades, and configure customer-specific software
  • Document all computer and network problems and resolutions for future reference
  • Provides basic training to associates on the use of company applications and remote access software
  • Working knowledge of computer operating systems
  • Troubleshoot technology and support problems and makes recommendations for possible solutions

  
  Qualifications

  • Bachelors Information Technology preferred or
  • 2+ Years of experience in Windows, software, and endpoint support required
  • 1-2 Years Phone Support of remote employees required
  • 1-2 Years Troubleshooting and ticket escalations required
  • 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

  
  Soft Skills
  Must be self-motivated, team oriented and possess strong communication and interpersonal skills. Candidate should possess 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. Candidate should possess strong organizational skills, be detail oriented, and self-motivated with a demonstrated ability to problem solve.
  
  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.

  
  In compliance with the Equal Pay for Equal Work Act, the pay range for this position is estimated at $28.70-37.31/per hour. Base pay offered may vary based on job-related knowledge, skills, and experience and location. Please visit www.mii.com/about/careers/ to learn more about MiTek’s benefit opportunities.

  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

• About the company

  MiTek is a diversified global supplier of software, engineered products, equipment and services for the worldwide building industry.

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