At Floor & Decor, our associates are entrepreneurs, innovators, and go-getters.
Service Desk Technician
Location
United States
Posted
9 days ago
Salary
$24 - $37 / hour
Seniority
Mid Level
No structured requirement data.
Job Description
Service Desk Technician
Floor & Decor
Role Description As a key member of the IT Service Delivery Store Support team, this position supports end users’ enterprise-wide — across stores, distribution centers, and corporate offices — triaging and resolving incoming issues through ServiceNow. - Respond to incoming store support issues and requests via ticketing system, phone, email, and in person. - Troubleshoot and resolve first-level technical issues, escalating to appropriate teams when necessary. - Provide end users with timely, proactive status updates on their issues and requests through resolution. - Deliver end-user support for company systems and services, including network and system access (Okta), Office 365 and Microsoft applications, Zoom Telephony, mobile devices, and hardware. - Support and troubleshoot point-of-sale (POS) systems and POS peripherals. - Provide support for Zebra mobile devices and Zebra scan guns. - Configure and support multi-factor authentication (MFA) enrollment for end users. - Diagnose, troubleshoot, and resolve issues involving monitors, keyboards, mice, and headsets. - Assist in the administration of servers and shared drives. - Work assigned shifts based on business needs, which may include days, evenings, and weekends. Qualifications - Associate or bachelor’s degree in information technology or a related field; 1–2 years of equivalent IT support, help desk, or service desk experience may be substituted for education. - Ability to deliver high-quality, phone-based technical support (approximately 90% of the role). - Exceptional customer service skills with a positive, professional demeanor. - Intermediate proficiency with Microsoft technologies, including Windows operating systems and Office 365 administration. - Experience with enterprise service desk and ITSM platforms such as ServiceNow and Jira. - Working knowledge of TCP/IP fundamentals and network layering. - Hands-on experience with systems including Microsoft SCCM, Okta, Zoom Telephony, Workday, and POS systems. - Ability to support and maintain end-user hardware. - Strong triage skills and effective communication skills. - Effective task management and organizational skills. - Analytical and creative problem-solver. - Collaborative team player. - Availability to work a flexible schedule. - Willingness to perform additional duties as assigned. Requirements - Sedentary Work – Ability to exert 10 - 20 pounds of force occasionally. - Involves sitting most of the time, but may involve walking or standing for brief periods. Benefits - Bonus opportunities & career advancement opportunities at every level. - Programs that help you reach your financial goals: 401k with company match, Employee Stock Purchase Plan, and Referral Bonus Program. - Medical, Dental, Vision, Life, and other Insurance Plans (subject to eligibility criteria). - Work-life balance, including paid vacation and sick time for eligible associates. - Paid holidays plus a personal holiday. - Paid Volunteer Time Off that starts on Day 1.
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