MiTek® USA Inc., a subsidiary of Berkshire Hathaway, Inc. is the world's leading supplier of state-of-the-art, engineered connector products, engineering services, and computer-driven machinery for the building component industry. We provide the industry's most advanced, most comprehensive, and most innovative software for design and manufacturing. Our products and services are backed up by a team of industry professionals who are dedicated to one goal – making our customers successful.

We are seeking a dynamic and motivated IT TIER II SUPPORT ANALYST I in our Greenwood Village, Colorado or Chesterfield, Missouri office. This position provides second level support for all incident and service requests that have been escalated by the Service Desk. Support will be provided onsite, remotely, over the phone, or via email. This position will provide support for desktop, laptop, thin clients, and VM’s, as well as the hardware and applications associated with them. This position will also analyze existing systems, making proactive recommendations for improvement and serve as a customer advocate. Tier II supports all systems, applications, and hardware within MiTek.

Additional responsibilities will be assigned as deemed necessary and will include support requirements that may not be listed above. Although travel is usually planned in advance- issues can arise which could warrant immediate travel to one or more satellite location.

Required Skills

REASONABLE ACCOMMODATIONS STATEMENT

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions

ESSENTIAL FUNCTIONS STATEMENT(S)

• Provide a high-level of customer service to all customers including effectively communicating with all levels of employees, management and vendors.
• Resolve issues for desktop and laptop incidents and requests.
• Troubleshooting and resolving desktop/laptop software including installing, configuring and understanding functionality.
• Troubleshooting and resolving service-related issues such as user data back-up, printing, web-ex, etc.
• Ability to analyze existing systems and make proactive recommendations for improvements.
• Effectively document the resolution process and mentor Service Desk personnel.
• Contribute to departmental policies and procedures related to troubleshooting.
• Demonstrate a thorough understanding of departmental policies and procedures.
• Work with system and application owners to remediate reoccurring issues.
• Ability to troubleshoot virtualized environments and make recommendations for improved performance
• Serve as a customer advocate, and direct IT liaison to internal customers and business teams in continuing improvement of system and application performance.
• Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.

OTHER JOB FUNCTIONS

• Support the Information Technology department by preparing document requests, writing and revising controlled documents, and performing other support activities.
• Follow departmental policies and procedures related to process documentation.
• Prepare and route approval document change requests, perform related research, and obtain related documentation. Manage the approval process to ensure the timely release of documentation.
• Work with others to produce documentation such as work instructions and standard operating procedures that may include diagrams, flow charts, photos, and graphics.
• Ability to effectively and efficiently troubleshoot technical problems.
• Advanced knowledge of current Microsoft operating system running in both a standalone and virtualized environment.
• Advanced knowledge of computer and peripheral hardware.
• Proficient in Microsoft Office products
• Familiar with PowerPoint, Visio, and how applications can be delivered through Citrix.
• Ability to provide troubleshooting of all networking technologies, LAN, WAN and Wireless.
• Must be able to manage and meet multiple deliverables and deadlines, good research, information gathering, and analytical skills, must be able to work well with all levels of associates, from entry level to management, must be able to review and edit content to ensure accuracy and proper formatting, must be able to work with a minimal supervision.
• Excellent verbal and written communicator, comfortable phone demeanor.
• Ability and willingness to work in an environment providing 24x7x365 support while maintaining global service level agreements. Including willing to travel to remote sites for multiple days when required.

POSITION QUALIFICATIONS

COMPETENCY STATEMENT(S)

+--------------------------------------------------------------------------+ | CUSTOMER SERVICE - Manage difficult or emotional customer situations. | | Respond promptly to customer needs. Solicit customer feedback to improve | | service. Respond to requests for service and assistance. | +--------------------------------------------------------------------------+ | INTERACTIONS WITH OTHERS - Must be a team player who interacts well with | | other members of the executive team, finance team, corporate office and | | other associates. Must seek out and share information and develop trust | | and rapport with coworkers at all levels in the organization. | +--------------------------------------------------------------------------+ | INTERPERSONAL SKILLS - Focuses on solving conflict, not blaming; | | Maintains confidentiality; Listens to others without interrupting; Keeps | | emotions under control; Remains open to others ideas and tries new | | things.  | +--------------------------------------------------------------------------+ | JUDGMENT - Displays willingness to make decisions; Exhibits sound and | | accurate judgment; Supports and explains reasoning for decisions; | | Includes appropriate people in decision-making process; Makes timely | | decisions.  | +--------------------------------------------------------------------------+ | MOTIVATION - Sets and achieves challenging goals. Demonstrate | | persistence and overcome obstacles. Measure self against standard of | | excellence. Take calculated risks to accomplish goals.  | +--------------------------------------------------------------------------+ | ORAL COMMUNICATION - Speaks clearly and persuasively in positive or | | negative situations; Listens and gets clarification; Responds well to | | questions; Participates in meetings.  | +--------------------------------------------------------------------------+ | TEAMWORK - Balances team and individual responsibilities; Exhibits | | objectivity and openness to others views; Gives and welcomes feedback; | | Contributes to building a positive team spirit; Puts success of team | | above own interests; Able to build morale and group commitments to goals | | and objectives; Supports everyone's efforts to succeed.  | +--------------------------------------------------------------------------+ | WRITTEN COMMUNICATION - Writes clearly and informatively; Edits work for | | spelling and grammar; Varies writing style to meet needs; Presents | | numerical data effectively; Able to read and interpret written | | information.  | +--------------------------------------------------------------------------+ | WORKING RELATIONSHIPS - Ability to obtain and appropriate the proper | | usage of equipment, facilities, materials, as well as personnel.  | +--------------------------------------------------------------------------+ | ACCURACY - Ability to perform work accurately and thoroughly.  | +--------------------------------------------------------------------------+ | ACTIVE LISTENING - Ability to actively attend to, convey, and understand | | the comments and questions of others.  | +--------------------------------------------------------------------------+ | INITIATIVE - Ability to make decisions or take actions to solve a | | problem or reach a goal.  | +--------------------------------------------------------------------------+

Required Experience

SKILLS & ABILITIES

EDUCATION:

+--------------------------------------------------------------------------+ | Associates or Technical Degree, Computer Technology or 2-4 years | | equivalent experience. | +--------------------------------------------------------------------------+

COMPUTER SKILLS:

2+ years’ experience with PC hardware/software troubleshooting to the component level in a Windows 10. 2+ years of direct or indirect problem determination and resolution. Must be self-motivated, team oriented and possess strong communication and interpersonal skills.  

OTHER REQUIREMENTS:

Candidate should possess strong organizational skills, be detail oriented, and self-motivated with a demonstrated ability to problem solve. Strong sense of urgency and strong commitment to quality customer service is required. Ability to analyze and interpret data (metrics) in order to improve the delivery and support of services to our customers. Familiarity with and/or ITIL concepts or certification preferred.

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, RELIGION, SEX, SEXUAL ORIENTATION, GENDER IDENTITY, NATIONAL ORIGIN, DISABILITY STATUS, PROTECTED VETERAN STATUS, OR ANY OTHER CHARACTERISTIC PROTECTED BY LAW.

REASONABLE ACCOMMODATIONS STATEMENT

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions

ESSENTIAL FUNCTIONS STATEMENT(S)

• Provide a high-level of customer service to all customers including effectively communicating with all levels of employees, management and vendors.
• Resolve issues for desktop and laptop incidents and requests.
• Troubleshooting and resolving desktop/laptop software including installing, configuring and understanding functionality.
• Troubleshooting and resolving service-related issues such as user data back-up, printing, web-ex, etc.
• Ability to analyze existing systems and make proactive recommendations for improvements.
• Effectively document the resolution process and mentor Service Desk personnel.
• Contribute to departmental policies and procedures related to troubleshooting.
• Demonstrate a thorough understanding of departmental policies and procedures.
• Work with system and application owners to remediate reoccurring issues.
• Ability to troubleshoot virtualized environments and make recommendations for improved performance
• Serve as a customer advocate, and direct IT liaison to internal customers and business teams in continuing improvement of system and application performance.
• Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.

OTHER JOB FUNCTIONS

• Support the Information Technology department by preparing document requests, writing and revising controlled documents, and performing other support activities.
• Follow departmental policies and procedures related to process documentation.
• Prepare and route approval document change requests, perform related research, and obtain related documentation. Manage the approval process to ensure the timely release of documentation.
• Work with others to produce documentation such as work instructions and standard operating procedures that may include diagrams, flow charts, photos, and graphics.
• Ability to effectively and efficiently troubleshoot technical problems.
• Advanced knowledge of current Microsoft operating system running in both a standalone and virtualized environment.
• Advanced knowledge of computer and peripheral hardware.
• Proficient in Microsoft Office products
• Familiar with PowerPoint, Visio, and how applications can be delivered through Citrix.
• Ability to provide troubleshooting of all networking technologies, LAN, WAN and Wireless.
• Must be able to manage and meet multiple deliverables and deadlines, good research, information gathering, and analytical skills, must be able to work well with all levels of associates, from entry level to management, must be able to review and edit content to ensure accuracy and proper formatting, must be able to work with a minimal supervision.
• Excellent verbal and written communicator, comfortable phone demeanor.
• Ability and willingness to work in an environment providing 24x7x365 support while maintaining global service level agreements. Including willing to travel to remote sites for multiple days when required.

POSITION QUALIFICATIONS

COMPETENCY STATEMENT(S)

+--------------------------------------------------------------------------+ | CUSTOMER SERVICE - Manage difficult or emotional customer situations. | | Respond promptly to customer needs. Solicit customer feedback to improve | | service. Respond to requests for service and assistance. | +--------------------------------------------------------------------------+ | INTERACTIONS WITH OTHERS - Must be a team player who interacts well with | | other members of the executive team, finance team, corporate office and | | other associates. Must seek out and share information and develop trust | | and rapport with coworkers at all levels in the organization. | +--------------------------------------------------------------------------+ | INTERPERSONAL SKILLS - Focuses on solving conflict, not blaming; | | Maintains confidentiality; Listens to others without interrupting; Keeps | | emotions under control; Remains open to others ideas and tries new | | things.  | +--------------------------------------------------------------------------+ | JUDGMENT - Displays willingness to make decisions; Exhibits sound and | | accurate judgment; Supports and explains reasoning for decisions; | | Includes appropriate people in decision-making process; Makes timely | | decisions.  | +--------------------------------------------------------------------------+ | MOTIVATION - Sets and achieves challenging goals. Demonstrate | | persistence and overcome obstacles. Measure self against standard of | | excellence. Take calculated risks to accomplish goals.  | +--------------------------------------------------------------------------+ | ORAL COMMUNICATION - Speaks clearly and persuasively in positive or | | negative situations; Listens and gets clarification; Responds well to | | questions; Participates in meetings.  | +--------------------------------------------------------------------------+ | TEAMWORK - Balances team and individual responsibilities; Exhibits | | objectivity and openness to others views; Gives and welcomes feedback; | | Contributes to building a positive team spirit; Puts success of team | | above own interests; Able to build morale and group commitments to goals | | and objectives; Supports everyone's efforts to succeed.  | +--------------------------------------------------------------------------+ | WRITTEN COMMUNICATION - Writes clearly and informatively; Edits work for | | spelling and grammar; Varies writing style to meet needs; Presents | | numerical data effectively; Able to read and interpret written | | information.  | +--------------------------------------------------------------------------+ | WORKING RELATIONSHIPS - Ability to obtain and appropriate the proper | | usage of equipment, facilities, materials, as well as personnel.  | +--------------------------------------------------------------------------+ | ACCURACY - Ability to perform work accurately and thoroughly.  | +--------------------------------------------------------------------------+ | ACTIVE LISTENING - Ability to actively attend to, convey, and understand | | the comments and questions of others.  | +--------------------------------------------------------------------------+ | INITIATIVE - Ability to make decisions or take actions to solve a | | problem or reach a goal.  | +--------------------------------------------------------------------------+