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 Need:
The IT Support Associate is an entry-level technology contributor responsible for providing first-level technical support to a geographically dispersed client community. This role serves as a primary point of contact for technology-related incidents and service requests, delivering professional customer service while working to troubleshoot and resolve issues, provide guidance, and coordinate escalation to appropriate functional teams when additional expertise is required.
The IT Support Associate supports business operations through incident management, knowledge management, customer communications, hardware and software support, and technology service delivery. This role assists with maintaining the end-user technology environment by supporting desktop hardware, software applications, enterprise systems, and other workplace technologies while following established support processes and procedures.
What You'll Do:
- Provide daily technical and user support for the identification, troubleshooting, resolution, or escalation of technical issues related to Windows environments and applications, electronic mail, enterprise applications, desktop hardware/software, security-related issues, and other supported technologies.
- Provide application support for commonly used business software, productivity tools, and enterprise applications.
- Troubleshoot problems using remote support technologies where possible and thoroughly document all services provided.
- Use the IT Service Management platform to document, track, prioritize, and manage incidents, requests, and problems.
- Maintain ownership of assigned incidents and service requests through resolution, coordinating escalation to appropriate functional teams when additional expertise is required.
- Accurately document incidents, troubleshooting activities, resolutions, customer interactions, and pertinent information within approved systems and knowledge management resources.
- Maintain accuracy and relevancy of knowledge management resources by making regular updates, documentation improvements, and new submissions.
- Provide customers with guidance regarding technology services, access management procedures, support processes, and the status of active requests.
- Evaluate incidents and service requests to determine appropriate prioritization and escalation while maintaining communication and ownership throughout the support lifecycle.
- Follow established incident management and escalation procedures to engage appropriate technical teams and support service restoration activities during outages and critical incidents.
- Support major incident response activities, including emergency notifications, outage communications, and status updates through approved communication platforms.
- Develop an understanding of critical business systems and processes and the operational impact when those systems or processes are unavailable.
- Install, configure, deploy, and support end-user hardware, software, and peripheral devices.
- Assist with workstation setups, technology deployments, equipment refreshes, hardware replacements, and inventory management activities.
- Assist users with hardware and software issues, providing troubleshooting support and guidance to effectively resolve technology-related problems.
- Assist with the setup, maintenance, and troubleshooting of workplace technologies, including conference room technology, collaboration tools, digital signage, kiosks, and other supported systems as needed.
- Utilize applicable testing equipment and troubleshooting tools to diagnose and resolve technology issues.
- Maintain accurate documentation of supported technology configurations, equipment information, and issue resolutions.
- Participate in projects, technology deployments, and team initiatives that support business operations and continuous improvement.
- Participate in scheduled shifts, after-hours coverage rotations, and emergency response activities as business needs require.
- Participate in self-paced training, certifications, and professional development activities to enhance technical knowledge and support capabilities.
- Work closely with IT Management, IT Support team members, escalation teams, functional support groups, application teams, and other technical teams.
- Perform other duties as needed.
What You Have:
- Bachelor’s degree in a related field or equivalent education and/or experience.
- 0–2 years of relevant technical support experience or equivalent education and/or experience.
- Technical knowledge of PC diagnostics and familiarity with Microsoft Windows operating systems, Microsoft Office applications, and common business technology platforms.
- Experience troubleshooting hardware, software, and application issues in a customer support environment preferred.
- Industry standard certifications such as A+, ITIL Foundations, HDI Analyst, Network+, Microsoft, Cisco, or other related certifications are a plus.
What You're Good At:
- Applies conceptual knowledge of the theories, practices, and procedures within technical support disciplines.
- Excellent communication, problem-solving, and organizational skills.
- Demonstrates strong customer service skills, professionalism, tact, empathy, and diplomacy in all interactions.
- Able to multitask, prioritize, and manage time effectively in a scheduled support environment.
- Demonstrates strong written documentation skills and attention to detail.
- Ability to troubleshoot technical issues using logical problem-solving techniques.
- Ability to learn new technologies, applications, and support processes quickly.
- Capable of working independently while contributing effectively within a team environment.
- Maintains a high level of integrity and discretion when handling sensitive or confidential information.
- Proficient using Microsoft Office products and common business technology platforms.
- Familiarity with IT service management concepts, ticketing systems, knowledge management practices, and support processes.
- Comfortable supporting workplace technologies and utilizing basic tools for technology installations when required.
What Else?
- Must be willing to work scheduled shifts that support business operations.
- Must be willing to participate in an established after-hours on-call rotation when required.
- Must be able to respond to after-hours incidents within established service expectations while participating in on-call coverage.
- Must be capable of utilizing company-provided technologies and communication tools to perform remote and onsite support functions.
- May be required to travel to multiple locations to provide onsite technical support, install equipment, or assist with technology-related projects.
- May be required to work nights, weekends, holidays, or extended hours during major incidents, business-critical outages, system implementations, or emergency situations.
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.
