Tier 1 IT Support Specialist

Since 1985, The Tile Shop has committed itself to inspiring and realizing home decor ideas and creating beauty both indoors and out. We take great pride in our ability to provide an agile and supportive team environment focused on evolving our ever-growing business needs. Our people thrive because they want to make a difference and are passionate and committed to bringing big ideas to life!  

At The Tile Shop, we are committed to developing the WHOLE you, not just the WORK you. Our benefits program is our investment in you as an important contributor to our success, and we are proud of our highly competitive package.

The Tiles Shop is seeking a Tier 1 IT Support Specialist who is eager to use and develop their technological skills on a wide scale stage. In this role, the successful individual will support our retail and corporate users, track assets, develop troubleshooting documentation, and assist in maintaining the health and security of our IT environment. Our ideal candidate will be passionate about applying their skills to technology-based business models that create real-world solutions.

• Provide technical support for hardware and software issues that our users encounter.
• Respond to and resolve Incidents and fulfill Service Requests according to established SLAs.
• Review application logs, troubleshoot issues and outages, install, and test computer-related equipment.
• Establish, maintain, and manage user system accounts, computer objects, and group security in Active Directory and SAP.
• Administration of M365 products including Exchange, Intune, Teams, and Entra Identity.
• Manage desktops, phones, and other technology tools.
• Supporting and preserving the Virtual Desktop setup of the institution.
• Track and monitor company asset lifecycle through MDM and ITAM.
• Ensure security through proper procedure with access controls.
• Monitor the system daily and respond immediately to security or usability concerns.
• Monitor performance and maintain systems according to requirements.
• Provide project support as needed, assisting with planning, execution, and troubleshooting of technology-related projects.
• Maintain and update knowledge base articles (KBAs).
• Collaborate cross-departmentally for initiatives and communication.
• Provide training to end users on applicable hardware and software.
• Perform other duties as assigned to support organizational growth and adapt to evolving needs. 

KNOWLEDGE, SKILLS & ABILITIES:

To perform the job successfully, an individual should demonstrate the following competencies:

• Motivation: Demonstrates persistence and overcomes obstacles.
• Planning/Organizing:  Uses time efficiently and keeps work areas organized.
• Professionalism: Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position.
• Safety and Security:  Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability: Adapts to changes in the work environment (inside, outside, dusty environment, elevated levels); Able to deal with frequent changes, delays, or unexpected events.
• Attendance:  Is consistently at work and on time. Works as scheduled and as needed.
• Dependability: Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals or to attend to system emergencies; Completes tasks on time or notifies appropriate person with an alternate plan.
• Reasoning Ability: Ability to apply common sense understanding to perform job functions

• 1-2 years of IT experience in a support role
• Experience with Windows Server and Active Directory
• Basic understanding of computer networking (LAN, TCP/IP, DHCP, DNS, LDAP)
• Familiarity with various operating systems and platforms
• Resourcefulness and problem-solving aptitude, Excellent communication skills
• Ability to work in a rotating on-call after-hours schedule

TECHNOLOGY IN USE:

• Office 365
• File Servers/DFS
• Meraki Networking
• Fuze Hosted VOIP
• Microsoft Active Directory and Azure Active Directory
• Microsoft Teams
• Network Print Servers
• Windows Server
• Windows and Apple OS
• Polycom SIP Phones
• Intune Mobile Device Management
• Ivanti Neurons ITSM

At The Tile Shop, we are committed to developing the WHOLE you, not just the WORK you. Our benefits program is our investment in you as an important contributor to our success, and we are proud of our highly competitive package.

• Competitive Pay with Unlimited Earning Potential
• Individual Career Growth Opportunities & Excellent Training
• Competitive & Comprehensive Benefit Package
• HSA Employer Contributions
• 401(k) Plan with employer matching
• Team Focused Work Environment

The Tile Shop is an Equal Opportunity Employer.