IT Help Desk Support Specialist (IT Tier I Support)

At Cavco Industries, Inc. (NASDAQ CVCO), our 7000 team members are at the heart of everything we do. We design and produce quality, affordable factory-built homes. We are also a leading producer of park model RVs, vacation cabins and factory-built commercial structures. In addition to providing competitive pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. Our values are our foundation. We’re constantly striving to diversify our teams to ensure we have the best and brightest talent. We’re deeply committed to creating an inclusive and equitable workplace where each person can contribute.

ABOUT THE ROLE

As an IT Support Specialist, you will provide Tier 1 support to our customers through multiple channels (web portal ticketing system, phone, email, and IM/chat). The Support Specialist is responsible for providing prompt & effective technical support, assisting end users with troubleshooting and resolution of break/fix issues or service requests. The IT Support Specialist will emphasize premium customer service throughout the ticket lifecycle, owning end user communication and documentation as part of an effective IT service delivery model. All IT Support Specialists are expected to self-manage ticket queues & their assigned tickets based on department standards and processes.

There are daily, weekly, and monthly key performance indicators (KPI’s) that drive the IT organization’s definition of success. Some of the metrics that define success for the IT Service/Help Desk include ticket closure activity, ticket hygiene (quality), customer satisfaction (CSAT), first contact resolution, and mean-time-to-resolve (MTTR).  Business needs dictate that this position requires the presence and ability to work on-site 100%.  Therefore, telecommuting, or virtual/remote options will not be available for this position.

ESSENTIAL DUTIES & RESPONSIBILITIES 

• Provide break/fix support and service request delivery.
• Performs user account administration (provisioning/de-provisioning to include adding accounts, account changes, and account deletions) across the Microsoft M365 platform & other enterprise applications.
• Set-up, configuration, and troubleshooting of user authentication/password management, multi-factor authentication (MFA), and file share access (OneDrive, file servers).
• Computer hardware and software support: Installation, configuration, and deployment of new computers, peripherals, and software applications to company standards.
• Resolve connectivity issues for end users for in-office network & Wi-Fi and remote access via VPN.
• Perform asset management of hardware (to include peripherals) and software.
• Develop and maintain documentation of procedures, installation sequences, IT standards, and system configurations/settings.
• Manage Service Desk tickets with proper documentation of interactions and troubleshooting activity.

MINIMUM QUALIFICATIONS 

• Preferred 3+ years working in a Service Desk/Help Desk environment
• Associate or bachelor’s degree (preferred) in technology, business, or related area
• One of more of the following certification(s) strongly preferred: CompTIA A+, Network+, ITIL
• Experience working in a multi-location environment (3,000+ employees, 150+ locations)
• Experience working in a public company environment with compliance and Information Security focus areas
• Demonstrated problem solving and analytical skills
• Experience supporting end users via remote support tools
• Passion for customer-focused service delivery
• Proficiency with tablet/mobile device management
• Experience working with an IT Service Management ticket system (Service Desk Plus, Service Now, Zendesk)
• Working on a rotational on-call after-hours and weekend support is required
• Thrives in a global, fast-paced, and dynamic work environment. Ability to manage job complexity and constant multi-tasking. Be well organized and able to prioritize tasks as workloads fluctuate
• Excellent verbal and written communication skills