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Shaw Industries Inc IT Coordinator - Weekend (Part-Time) in Dalton, Georgia

Job Title

IT Coordinator - Weekend (Part-Time)

Position Overview

Shaw’s Service Desk is responsible for supporting a wide array of technologies and systems that support the infrastructure of one of the leading floor covering companies in the world. The team is responsible for incident management within the corporate infrastructure. We are looking for a motivated and innovative person who is able to challenge themselves to discover solutions to challenging system problems.

In the Coordinator role, you will use existing procedures and work schedules to complete your work. The role adds value through the fulfillment of requests and problems using existing methods. Inputs to this work are existing process models, management direction, and information from the current environment. The role includes a large number of additional potential inputs that include items such as personal interaction, alarms, phone calls, email, chat, site visits and references. These inputs are used in addition to existing process models to fulfill systems requests.

We are looking for someone who has the required skills and system troubleshooting experience. You should not only be ready to learn but be able to display innovative problem solving abilities. We are looking for someone that is able to work well with other team members. You should also be able to interact with internal business partners and vendors to reach rapid to problems. You will also need to be coachable and willing to share your opinions. We are looking for someone who is motivated and eager to expand their technical knowledge. This particular part-time role will need to be able to be flexible to accommodate scheduling needs of the organization.

The position will be at Shaw’s corporate headquarters located in Dalton, GA. Hours are 7 am - 7 pm Saturday and Sunday for a total of 24 hours.

Essential Duties:

  • Responsible for email, chat, phone interactions

  • Analyze incoming interaction to determine appropriate resolution procedure.

  • Record all pertinent information concerning problem.

  • Perform proper categorization and prioritization of incidents

  • Perform proper catalog assignment and capture of request information.

  • Attempt to resolve all problems during initial contact with customer.

  • Perform problem resolution based on service desk tool e.g., knowledgebase, servicenow, etc.

  • Determine priority and assign to the appropriate Information Services department for resolution, if necessary.

  • Document proper hand-off information for escalation hand-off.

  • Follow defined call tracking and escalation procedures based on the priority of a problem call.

  • Perform follow-up on all resolved problems to ensure the proper resolution / categorization and whether the problem was handled in a professional and satisfactory manner.

  • Responsible for self-training skills assessment based on individual service level scorecard

  • Provide initial procedural / how-to support for PC hardware/peripherals.

  • Maintain a working knowledge of network, mobile, PC,and server skill sets

Competencies:

  • Learn and apply

  • Build Customer Satisfaction

  • Apply Work Standards

  • Manage Work

Position Requirements:

  • High School Diploma or GED equivalent.

  • Ability to employ troubleshooting techniques for the various computer hardware, and peripherals used in all platforms

  • Must exhibit good verbal/written communication skills.

  • Must demonstrate effective customer service skills.

Preferred Skills:

  • The ability to maintain a professional appearance and demeanor.

  • Knowledge of process best practices.

  • The ability to prioritize a group of tasks.

  • The skill to practice good judgment and discretion in handling sensitive information.

  • The skill to know where to find and how to use support documentation.

  • Ability to prepare presentations.

  • Ability to establish and maintain effective working relationships with associates, supervisors, other departments, and customers.

  • Coordinate notification of end users for scheduled and unscheduled downtime.

Work Shift

8 hour, day shift

Shaw is an Equal Opportunity Employer and is committed to providing a workplace free of discrimination, harassment, and retaliation. It is our policy to recruit, hire, train, and promote individuals in all job classifications without regard to race, color, religion, age, sex, sexual orientation, national origin, disability, veteran status, gender identity, or any other legally protected status.

As we continue to monitor the spread of COVID-19 (coronavirus), we might determine the need to postpone in-person interviews to ensure the health and safety of our associates, candidates, and the community. In this case, we can accommodate with a phone or video interview, and will schedule an in-person interview for a later date. The method by which you interview does not impact your standing as a candidate for this position.

Shaw Industries Group, Inc. is more than a flooring company – we are 22,000 people united in our vision of creating a better future for our customers, for our people, for our community and for our company. We provide carpet, resilient, hardwood, tile & stone, laminate, synthetic turf and other specialty items for residential and commercial markets worldwide. We meet diverse customer needs through an expansive portfolio of brands, including: Anderson Tuftex, COREtec, Patcraft, Philadelphia Commercial, Shaw Contract, Shaw Floors, Shaw Hospitality, Shaw Sports Turf, Southwest Greens, USFloors and more.

Headquartered in Dalton, Georgia, Shaw is a wholly owned subsidiary of Berkshire Hathaway with nearly $6 billion in annual revenue and representation throughout the U.S., as well as in Australia, Belgium, Brazil, Canada, Chile, China, France, Great Britain, India, Mexico, Scotland, Singapore and the United Arab Emirates. For more information about our company brands, operations and community involvement, visit www.shawinc.com.

If you need any additional assistance or accommodation or have questions, please contact us at shaw.recruiting@shawinc.com

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