IT Service Desk Specialist

Job Description

Responsible for providing phone and ticketing technical support in maintaining the company's information technology, software, hardware and business systems. Provide proactive and reactive support for production services, supporting all production systems running ponsible for supporting the agency's computing, information, and other technology systems and applications and providing user support in all locations.

• Address support center and new service requests in priority order and track from request to resolution.
• Log all calls in the service desk incident management application system (Service Now).
• Perform software installations, upgrades, and configure user‑specific software.
• Document all computer and network problems and resolutions for future reference.
• Provide basic training to employees on the use of company applications and remote access software.
• Troubleshoot technology and support problems and make recommendations for possible solutions.

• Bachelor's Degree in Information Technology preferred or equivalent education/experience substitutable on a year‑for‑year basis.
• 1‑2 years of experience in Windows, software, and endpoint support.
• 1‑2 years of experience providing phone support to remote employees.
• 1‑2 years of experience troubleshooting and ticket escalations.

• Self‑motivated, team oriented, with strong communication and interpersonal skills.
• Strong organizational skills, detail oriented, and demonstrated problem‑solving ability.
• Strong sense of urgency and commitment to quality customer service.
• Ability to analyze and interpret data (metrics) to improve service delivery.

This role is performed in an office environment where a computer, telephone, and other office equipment are used as needed.

• 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/Incentive bonuses.
• 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 Life Insurance.
• myFlexPay partner – allows you to track, manage and access your pay anytime.

MiTek is a platform innovator and enabler that transforms the building industry with better building solutions. Founded in 1955, MiTek made a significant impact with the invention of the Gang‑Nail plate and a digital platform for manufacturing wood trusses. Today, MiTek delivers software, services, engineered products, and automated solutions to improve efficiencies by optimizing the balance between off‑site and on‑site work.

With nearly 5,600 team members worldwide, MiTek collaborates to accelerate transformational breakthroughs in design and construction. As a Berkshire Hathaway 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; 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, veteran status, or any other protected characteristic.

For accommodation to assist with completing this application, please contact Human Resources at +1 314‑434‑1200.