Purpose:

This position supports the company with enterprise-wide responsibilities for the IT Service Desk support, network administration support, IT hardware support, and Windows applications support (excluding Escalate products).

Minimum Eligibility Requirements:

This position is 90% phone supportExceptional customer service skillsAssociates degree with a technology specialty. Relevant experience may be substituted in place of educationIntermediate knowledge of Microsoft products (Office Suite, Office 365, Windows OS', etc.)Understanding of TCP/IP logic, network layering, and connectivity challengesMust be able to adapt to an ever-changing technological environmentPossess intermediate task management skillsAbility to work effectively and efficiently in a team environmentExcellent communication skills (verbal and written)Must be a creative and critical thinkerAbility to prioritize and work through end-users issues, providing continuous feedback related to resolutionMust be friendly and able to smile a lot while working days, nights, and/or weekends as requiredWillingness to work a flexible scheduleWillingness to work other duties as assigned

Essential Job Functions:

Handle incoming issues and requests to the Service Desk (help desk) via ticketing system, email, phone, and in personTriages incoming support calls by asking proper questions to the end user, gathering enough detail to understand the priority of the issue and the impact to their organizationTroubleshooting basic Service Desk needs for our stores, distribution centers, and corporate officesRecord, respond to, and resolve all Service Desk inquiries in the ticketing systemProvide end users with timely updates regarding their issues and requestsFollow and document process flows for areas of responsibilityProvide end user support and training for access to company systems, networks, cell phone, Microsoft applications, voicemail, and hardware (computers, printers, paging systems, IP phones, etc.)Provide maintenance 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 repairAdd, move, and change IT assets in the IT asset inventory databaseAssist in management of servers and shared drivesAssist 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 intrusionIdentifying and resolving issues with Office 365Works various shifts, holidays, on-call and travel as requiredHave worked with the following systems and applications:Office 365Microsoft SCCMVMWare vSphereCiscoServiceNowOktaWorkdayKronos

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.

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

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

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Equal Employment Opportunity

Floor & Decor provides equal employment opportunities to all associates and applicants without regard to age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, disability, veteran status, genetic information, ethnicity, citizenship, or any other category protected by 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.