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 ANALYSIS in our Chesterfield, Missouri office. This position provides the second level of support to end users by handling service requests that have been escalated by the Service Desk while meeting Service Level Agreements (SLA’s). Support will be provided onsite, remotely, over the phone, or via email. This position will provide support for network, desktop, applications, and server issues, while analyzing existing systems, making proactive recommendations for improvement and serving as a customer advocate. This position supports all systems, applications, and networking configurations. 

Additional responsibilities will be assigned as deemed necessary and will include support requirements such as: 24 hour on-call coverage for support issues. Although travel is usually planned in advance- issues can arise which could warrant immediate travel to one or more satellite location.

Required Skills

ESSENTIAL FUNCTIONS:

Troubleshooting 75%

• Provide a high-level of customer service to all customers the role serves.  Interface effectively with all levels of employees, management and vendors.
• Develop solutions for network, application, desktop, and server problems.
• Ability to analyze existing systems and make proactive recommendations for improvements.
• Collaborate with tier three engineering and management on complex issues.
• 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.

DOCUMENTATION 25%

• 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 for 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.
• Maintain and promote adherence to company documentation style guides and content specifications.

SKILLS & ABILITIES

Education & Experience

• Bachelor degree 4+ years of relevant experience or equivalent combination of education and work experience required. Certifications in MCSA, CCNA, VCP and CCP-AD aredesired.

• Bachelor degree 4+ years of relevant experience or equivalent combination of education and work experience required. Certifications in MCSA, CCNA, VCP and CCP-AD are desired.

• Must be resourceful and able to take initiative in a dynamic environment.

• Ability to effectively and efficiently troubleshoot technical problems.

• Advanced knowledge of current Microsoft desktop and server operating systems running in both a standalone and virtualized environment.

• Advanced knowledge of computer and server hardware.

• Familiarity with network and application troubleshooting.

• Proficient in Microsoft desktop and server operating systems, Microsoft SQL and SharePoint and other server applications. Word and Excel,

• 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 minimum of 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.

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.

Required Experience

ESSENTIAL FUNCTIONS:

Troubleshooting 75%

• Provide a high-level of customer service to all customers the role serves.  Interface effectively with all levels of employees, management and vendors.
• Develop solutions for network, application, desktop, and server problems.
• Ability to analyze existing systems and make proactive recommendations for improvements.
• Collaborate with tier three engineering and management on complex issues.
• 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.

DOCUMENTATION 25%

• 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 for 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.
• Maintain and promote adherence to company documentation style guides and content specifications.

SKILLS & ABILITIES

Education & Experience

• Bachelor degree 4+ years of relevant experience or equivalent combination of education and work experience required. Certifications in MCSA, CCNA, VCP and CCP-AD aredesired.

• Bachelor degree 4+ years of relevant experience or equivalent combination of education and work experience required. Certifications in MCSA, CCNA, VCP and CCP-AD are desired.

• Must be resourceful and able to take initiative in a dynamic environment.

• Ability to effectively and efficiently troubleshoot technical problems.

• Advanced knowledge of current Microsoft desktop and server operating systems running in both a standalone and virtualized environment.

• Advanced knowledge of computer and server hardware.

• Familiarity with network and application troubleshooting.

• Proficient in Microsoft desktop and server operating systems, Microsoft SQL and SharePoint and other server applications. Word and Excel,

• 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 minimum of 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.

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.