Tier II IT Support Specialist I

Job Responsibilities & Requirements

A Brief Overview
This position is responsible for performing daily operations for the Tier II Support team including support for laptops desktops IT services and software support for MiTek team members as escalated by the IT Service Desk (Tier I Support). The IT Tier II Support Specialist I is responsible for providing second-level system and technology support for the Companys employees. Provides computer and system support through a ticketing system assists team members in troubleshooting and examining systems to identify technical issues and guide them on resolving them. This role works in conjunction with Administration and Engineering teams within IT to expand knowledge of advanced and specialized services and functions. Primarily responsible for closing escalated tickets work escalating to Tier III support if necessary. Execute a follow-up to ensure that the problem is eliminated. Ensures the security and integrity of the companys resources and helps in developing IT and infrastructure projects.

Responsibilities

Manage troubleshoot and resolve hardware software and services issues.

Triage user support and quality assurance follow-up of all IT support requests escalated by the Service Desk (Tier I Support) coming via a ticketing system.

Work with Administrators and Engineers (Tier III) within IT building knowledge and support capabilities of the Tier II team.

Cross-training with Administrators Engineers and other Tier II specialists to build upon specialized knowledge.

Document and record data pertaining to technical events and incidents in the incident management application system.

Attentive to customers when they describe their computer problems. Ask customers technically advanced questions to properly diagnose the problem beyond first level support. Walk customers through the recommended problem-solving steps.

Provide ongoing deployment support resolution of problems and recovery of operating malfunctions involving various hardware components and software failures.

Qualifications

Bachelors Related Field required

2 Years of experience in supporting Windows endpoints in a professional environment 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

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. This role may need to access areas within the building that are undergoing renovations which may contain jobsite hazards. Occasionally this role will required to push pull bend lift and move up to 25 lbs.

MiTek Perks:

• Generous time off including Paid Time Off 13 annual holidays and volunteer time off

• Day One Medical/Rx Dental and Vision Plans

• Family friendly benefits including Paid Caregiver Leave Paid Parental Leave and Adoption Reimbursement

• Performance/Incentivebonuses

• Career advancement training opportunities Employee Resource Groups and tuition reimbursement

• Retirement programs including Matching 401(k) Contributions and Profit Sharing

• Employer paid Short-Term Disability Long-Term Disability and LifeInsurance

• myFlexPay partner allows you to track manage and access your pay anytime

MiTek is a platform innovator and enabler that exists to transform the building industry with better building 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 toimprove efficiencies by optimizingthe balance between off-site and on-site. With nearly 5600 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.

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 .