Service Help Desk Technician

  • Atlanta, Georgia, 30339

Purpose:

This position supports the company with enterprise-wide responsibilities for help desk support, network administration support, IT hardware support, and Windows applications support (excluding Escalate products).  This role will develop advanced technical and business process skills to prepare for expanded roles within the enterprise.

Minimum Eligibility Requirements:

  • BS or BA degree in Computer Science (Relevant experience can be substituted for the required education on the basis of one calendar year of experience for one academic year of education)
  • 3-5 years of network 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
  • Advanced knowledge of Microsoft Exchange, Office 365 and Active Directory Management
  • Solid knowledge of Cisco Call Manager and Cisco Unity
  • Advanced knowledge of Microsoft Office Suite
  • Strong grasp of TCP/IP logic, OSI model, network layering and connectivity challenges
  • Strong understanding of server backup software and virtual server environments is a plus
  • Must be able to adapt to an ever-changing technological environment
  • Possess intermediate project management skills
  • Ability to work effectively and efficiently in a team environment
  • Excellent communication skills in various environments (virtual and in-person communication)
  • Must be a creative and critical thinker
  • Ability to assist in team prioritization and work through end users’ issues, providing continuous feedback related to resolution
  • Proactively develop solutions to common incidents
  • Willingness to work a flexible schedule
  • Meet the job requirements of an IT Administrator

Essential Job Functions:

  • Subject matter expert in end-user mobile device solutions (i.e. Air Watch) with ability to configure, troubleshoot and lead training
  • Responsible for supporting multiple projects which include the ability to create cost models, plan financing and code invoices appropriately
  • Ability to identify, learn and gain experience with a specialized IT or business process area
  • Assist in the planning and developing of IT teamwork schedule, using applicable scheduling tools
  • Set up and maintenance of employee’s system access, including active directory management, Cisco Call Manager and Unity
  • Process flow and support documentation for areas of responsibility
  • End user training for access to company systems and networks, cell phone and Microsoft application navigation, voicemail and hardware such as printers, paging systems, IP phones and PC’s
  • Respond to help desk inquiries and record all inquiries in the help desk software
  • Resolve help desk inquiries or when required escalate the issue
  • Provide maintenance related to company IT assets (i.e. printers, PC’s, routers, etc.) through the issuance of trouble tickets to vendors, directing the end user through repairs or personally completing the repair
  • Add, move, and change IT assets in the IT asset inventory database
  • Assist in management of exchange servers, shared drives, and other miscellaneous servers
  • Assist with new store setup and retrofits as required (including wiring, PC configuration, network, and phone configuration, etc.)
  • Complete configuration and setup of laptops, PC’s, cell phones, voice mail and IP phones. Includes restoration of PC’s impacted by virus and spyware intrusion
  • Assist in the system/hardware support of payroll applications and time clocks
  • Assist in the review of IT invoices and comparison to budget objectives
  • Assist in tracking of maintenance agreements with 3rd party providers (i.e. Cisco, IBM, etc.)
  • Provide input in the development of IT strategy and tactics for the company, including policies, procedures, etc.
  • Scheduled monthly touch base with store CEM and/or OPS manager to review open cases
  • Identify and report trends- daily review of store and regional cases
  • Serve as POC for escalations
  • Triage unresolved cases and assign to the correct Divisional/Regional team
  • Monthly regional review with Supervisor
  • Attend the Quarterly Business review
  • Conduct annual store walk

Working Conditions (travel & environment)

  • Limited travel required including air and car travel.
  • While performing the duties of this job, the employee is occasionally exposed to a warehouse environment and moving vehicles. The noise level in the work environment is typically quiet to moderate.
  • This position is non-exempt, knowing it may include hours which exceed eight hours in a day or forty hours in a week

PHYSICAL/SENSORY    REQUIREMENTS

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.

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 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)

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