Technical Support Analyst

Interface is a global flooring solutions company and sustainability leader, offering an integrated portfolio of carpet tile and resilient flooring products that includes Interface carpet tile and LVT, nora rubber flooring, and FLOR premium area rugs for commercial and residential spaces. Made with purpose and without compromise, Interface flooring brings more sophisticated design, more performance, more innovation, and more climate progress to interior spaces. A decades-long pioneer in sustainability, Interface remains "all in" on becoming a restorative business. Today, the company is focusing on carbon reductions, not offsets, as it works toward achieving its verified science-based targets by 2030 and its goal to become a carbon negative enterprise by 2040.

Summary:The Interface headquarters facility in Atlanta is looking for a Technical Support Analyst to support internal customers and its executive leadership team with complex desktop and application-related issues, including peripheral equipment such as printers and audio visual/conference equipment.

Duties and Responsibilities:

• Ensures timely incident and problem management resolution; provides first and second-level technical support that may include PC end-users, telco, server, handheld scanners, printers/MFP, and cloud-based applications.

• Provide technical advice, guidance, and informal training on hardware and software to end users.

• Manage the configuration, deployment, and maintenance of desktops, laptops, handheld scanners, networked printers, and mobile devices.

• Ensure timely resolution of support requests to minimize downtime and maintain high user satisfaction.

• Create, monitor, and manage Azure applications and groups.

• Monitor technical solutions for exception-based events or indicators.

• Troubleshoot and restore routine technical services and equipment by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.

• Collaborate, cross-train, and review the work of more junior team members and serve as a technical resource.

• Perform root-cause analysis and develop checklists for typical problems, as well as recommend procedures and controls for problem prevention.

• Contribute to the knowledge database to enhance problem resolution quality, as well as share information and assist others with incidents as needed.

• Assist in the installation and rollout of new technology solutions.

• Maintain accurate records within the Service Delivery management system of all end-user devices and software licenses.

• Collaborate with other IT teams to escalate and resolve complex technical issues.

• Drives the closure of open IT operational issues within the Service Delivery management system.

• Participate in an on-call rotation to provide after-hours support for critical issues and emergencies.

• Be available to respond to and resolve on-call incidents promptly and effectively.

• This is primarily an in-office role.

• Performs other duties as assigned.

Education & Experience:

• Associate degree in an IT-related field

• 3- 5 yearsof hands-on IT experience supporting internal customers

Skills & Capabilities:

• Proficiency with Microsoft technologies, including Windows OS, Azure, Active Directory, and O365.

• Experience with Apple technologies, including Macs, iPhones, and iPads

• Familiarity with handheld scanners and mobile device management.

• Experience with remote support tools and ticketing systems.

• Knowledge of ITIL practices.

• Excellent communication and interpersonal skills.

• Excellent troubleshooting and problem-solving skills.

• Ability to adapt to new technologies and learn quickly in a fast-paced environment.

• Customer-focused and acts with a shared sense of urgency and priority for customers.

• Demonstrates strong analytical and problem-solving skills.

• Understands procedures, policies, practices, and systems.

• Displays broader business and organizational acumen.

• Experience supporting staff/executive leadership teams.

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