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IT Site Support Technician

Date: May 25, 2021

Location: Charlotte, NC, US, 28273

Company: Jeld-Wen Inc.


JELD-WEN (NYSE:JELD), founded in 1960, is one of the world’s largest door and window manufacturers, with more than 22,000 employees operating in 24 countries globally. Headquartered in Charlotte, North Carolina, JELD-WEN designs, produces and distributes an extensive range of interior and exterior doors, wood, vinyl and aluminium windows and related products for use in the new construction and repair and remodelling of residential homes and non-residential buildings. 
Our products and services afford us the opportunity to enter peoples’ workplaces, homes and daily lives. With this privilege comes great responsibility to ensure that the products we deliver are reliable and enrich the places and lives that they touch. We bring beauty and security to the spaces that touch our lives.

We act with integrity, invest in people, inspire through innovation, deliver on our promises and improve every day. We are seeking talented individuals who share this purpose and values and want to excel in their field of expertise. We offer excellent benefits, a collaborative environment in which to apply your talent and a dynamic and growing company, with exceptional career progression opportunities.

Summary: The Site Support Technician role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.  Travel may be required.

Essential Duties and Responsibilities include the following.  Other duties may be assigned.  

•    Follow corporate guidelines for installation of PCs and LAN equipment.
•    Follow corporate guidelines for hardware/software procurement.
•    Build rapport with service desk customers.
•    Escalate problems (when required) to the Service Desk Manager.
•    Assisting in providing Level I Support when request volumes are high.
•    Perform post resolution follow ups with Level I technicians as required.
•    Provide technical support for all escalated calls and incidents to the Service Desk by resolving issues over the phone and email; documenting all pertinent information and nature of problem or issues.
•    Troubleshoot IT issues by isolating the problem, then resolving or escalating as needed.
•    Apply diagnostic utilities to aid in troubleshooting.
•    Alert management to emerging trends in incidents.
•    Support hardware and software installations for desktops, laptops and servers.
•    Perform installs, moves, adds and changes in the areas of IT equipment such as PCs and printers.
•    Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products.
•    This is a 40 hour a week position and requires regular attendance.
•    Provide assistance to the networking and systems group in supporting and troubleshooting networking and systems equipment.
•    Develop help sheets and FAQ lists for end users. 
•    Oversee and execute the installation of data and phone cabling infrastructure for additions, moves, and changes at plants/sites.



•    Associates degree (A. S.) from four-year college or university in management information systems, business management, computer science or related degree; or one to two years related experience and/or training; or equivalent combination of education and experience.
•    Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. 
•    Ability to write routine reports and correspondence. 
•    Ability to speak effectively before groups of customers or employees of organization.
•    Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. 
•    Ability to apply concepts of basic algebra and geometry.
•    Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 
•    Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
•    Knowledge of Word Processing software; Spreadsheet software; Development software; Internet software; Order processing systems; Project Management software; Manufacturing software; Database software and Contact Management systems. Hands-on advanced knowledge of operating systems Windows 10, MS Office, MS Exchange, TCP/IP, PC hardware, Local Area Networks and Printers.  

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.

Unless explicitly requested or approached by JELD-WEN, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services

Nearest Major Market: Charlotte