Service Desk Technician II- Corporate Support

  • Atlanta, Georgia, 30339

As a Senior Corporate IT Administrator II, your role has the lead responsibility for supporting the end-to-end delivery of IT services to all Floor and Decor corporate business partners.  This role is crucial to ensuring the organization’s standards of customer service excellence get met relating to communication, task prioritization, escalations, knowledge management, change management, training System Administrator II team members, and issue/request resolutions.

The Senior Corporate IT Administrator II also assists the Corporate IT Manager with supervising our Corporate Support Team, monitoring system performance, and configuring new software and hardware, serving as the first point of escalation for complex Corporate Support services issues. To be successful in this role, you should have excellent troubleshooting skills and hands-on experience with various operating systems

The Service Desk Senior IT Administrator provides leadership and mentoring to the Service Desk Team and will drive a culture of continual process improvement within the Service Desk team and the wider IT Team.

Minimum Eligibility Requirements:

  • BS or BA degree in Computer Science (Relevant experience can be substituted for the required education based on one calendar year of experience for one academic year of education)
  • 5 to 10 years of application administration and/or service desk experience, or an equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by the company
  • Working knowledge of Floor and Decor store systems and POS
  • Intermediate to advanced knowledge of Microsoft Office Suite
  • JDA MMS application knowledge preferred
  • Ability to work effectively and efficiently in a team environment
  • Excellent communication skills (verbal and written)
  • Must be a creative and critical thinker
  • Ability to prioritize and work through end users’ issues, providing continuous feedback related to resolution
  • Assist with new store setup in MMS and Software
  • Provide input in the development of IT strategy and tactics for the company, including policies, procedures, etc.
  • Must meet the job requirements of a Sr. IT Administrator

Essential Job Functions

  • Leading incidents and requests to resolution
  • Developing Service Desk process and workflows
  • Providing and developing communication plans to customers
  • Providing on-call support
  • Develop, coordinate, and implement processes and procedures to achieve optimal team workflow
  • Lead, coordinate and allocate incidents and requests
  • Be an escalation point and provide coordination and support for the Service Desk during high-severity incidents
  • Provide communication to customers in preparation for planned work and unplanned outages
  • Raise and work with other team leaders on resolving  recurring   incidents/requests
  • Ensure processes are carried out in accordance with agreed standards or procedures
  • Create improved outcomes, increased confidence and trust in the IT Service Desk, and effective use of resources.
  • Raising Service Desk Tea m observations and recommendations to Lead IT Administrator (Supervisor)
  • Implement service improvement ideas.
  • Contribute and encourage the development of information into the Service Desk knowledge base to better support the Service Desk.
  • Lead Service Desk Team Meetings
  • Be a focal point for the team for communication and issue identification, resolution, and escalation
  • Provide technical mentoring and coaching of team members where appropriate.
  • Create, develop, and execute training material for It Service Desk new hires.
  • Fully contributes to the individual’s team performance and is committed to identifying and pursuing opportunities for developing new knowledge and skills.
  • Participates in the performance appraisal process where personal performance and development is reviewed.
  • Accept new responsibilities, acquire, and demonstrate relevant new knowledge.
  • All other job duties as assigned.

Skills

  • Excellent communication skills and an ability to communicate technical directions in simple, clear language.
  • Customer service focus and an understanding of delivering to agreed customer requirements.
  • Ability to quickly build rapport and treat people with empathy and patience.
  • Ability to work as part of a team and to share knowledge to support and improve service delivery.
  • Ability to be positive and actively encourage and mentor others within the team.
  • Proven ability to maintain good relationships with customers and vendors.
  • Proven ability to engage and negotiate with people and develop and maintain effective relationships.
  • An awareness of information security.
  • A sound understanding of customer service delivery in an IT environment and service management methodologies (such as ITIL).
  • Experience with desktop hardware and software, including operating systems and MS Office products.
  • Understanding of a functional enterprise network
  • Technical skills and experience with Microsoft, specifically Active Directory   and   Citrix technologies.

PHYSICAL/SENSORY    REQUIREMENTS

Limited Travel – Less than 10%. Sedentary Work – Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects.  Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time.

Note:  Floor & Decor considers all applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, medical condition, pregnancy, marital or familial status, veteran status, or based on any other class protected by applicable federal, state, or local law.  Floor & Decor also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer at its sole discretion.

Benefits & Rewards

  • Bonus opportunities at every level

  • Career advancement opportunities

  • Relocation opportunities across the country

  • 401k with discretionary company match

  • Employee Stock Purchase Plan

  • Referral Bonus Program

  • Corporate Discount Programs

  • Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

Equal Employment Opportunity

Floor & Decor is an equal opportunity employer and is committed to equal opportunity for all associates and applicants.  F&D recruits, hires, trains, promotes, compensates and administers all personnel actions without regard to race, color, religion, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information or any other status protected by applicable law.

This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment.  This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.

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Benefits & Rewards

  • Bonus opportunities at every level
  • Career advancement opportunities
  • Relocation opportunities across the country
  • 401k with company match
  • Employee Stock Purchase Plan
  • Referral Bonus Program
  • Corporate Discount Programs
  • Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

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