JELD-WEN is currently seeking a Service Desk Technician to join our growing team.

THE ROLE

The IT Service Desk Tech serves as the primary point of contact for incident resolution and service requests. The technician is responsible for answering calls and resolving technology-related issues, including system hardware, operating systems, applications, and network issues. This role is a hands-on role that requires a high level of attention to detail and problem-solving skills. Works closely with the Service Desk Lead and other IT teams to provide assistance relating to work outside their scope of expertise.

Principle Duties and Responsibilities

• Monitors and handles calls from to the Service Desk call service queues and submits tickets for all calls received.
• Provide technical support related to service requests and incidents while adhering to established SLAs.
• Provide support of internal systems such as PCs, Macintosh, Mobile Phones, iPads, Microsoft products, and JELD-WEN proprietary software.
• Documents all ticket information using the Service Desk tracking system to ensure timely and accurate resolution.
• Maintains expert knowledge of all supported hardware, software, and office automation products used by the customers.
• Documents solutions to newly resolved problems and publish articles to the Service Desk knowledgebase.
• Participate in on-call on support.
• Perform other duties as defined by the Service Desk Manager.

Qualifications

• ITIL Foundation Certification (desired).
• CompTIA Certification (desired)
• Service Desk experience in a large corporate environment servicing internal customers.
• Strong customer service experience including telephone and face to face support.
• Proven trouble-shooting skills. Experience trouble shooting Microsoft Office, OKTA, conferencing support, printer/scanner support, etc.
• Excellent verbal and written communication skills.
• Experience in troubleshooting conventional software and hardware platforms.
• Experience with Service Now
• Ability to work well within a team as well as individually.

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Who We Are

Headquartered in Charlotte, NC, JELD-WEN is a leading global manufacturer of high-performance interior and exterior building products, offering one of the broadest selections of windows, interior and exterior doors, and wall systems. JELD-WEN delivers a differentiated customer experience, providing construction professionals with durable, energy-efficient products and labor-saving services that help them maximize productivity and create beautiful, secure spaces for all to enjoy. The JELD-WEN team is driven by innovation and committed to creating safe, sustainable environments for customers, associates, and local communities. The JELD-WEN family of brands includes JELD-WEN® worldwide; LaCantina™ and VPI™ in North America; Swedoor® and DANA® in Europe; and Corinthian®, Stegbar®, and Breezway® in Australia.

In 2022, Newsweek named JELD-WEN as one of America’s Most Trustworthy Companies.

What We Offer

Investing in People is one of our Core Values, we strive to attract & retain great people! As such, JELD-WEN offers competitive compensation & benefits packages. Employees (and their families) are covered by medical, dental, vision, and basic life insurance. Employees will accrue up to 15 days’ vacation leave annually and receive ten paid holidays throughout the calendar year. Employees can also enroll in the following company benefit programs including, 401k Retirement Savings Plan, Prescription Drug Plan, Flexible Spending Account (FSA), Health Reimbursement Account (HRA), Employee Assistance Program (EAP), Tuition Reimbursement, and Employee Discount Program.

Expected pay for this role is between $24.13 to $36.20 per hour and is based on experience and qualifications.

JELD-WEN is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, gender identity, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

JELD-WEN does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.