Imagine when
You are a vital member of our growth-minded, industry-leading, innovative, brand-driven, global employee-owned company. You are challenged to grow, expected to challenge others, are part of something much bigger than yourself, and leave an indelible legacy through the people your life has impacted.
You have the opportunity to help serve all areas of National Nail through exemplary technical support.
Your assignment
The Systems Support Specialist is responsible for providing technical support and maintaining the stability and efficiency of our IT systems and infrastructure. This role involves diagnosing and resolving technical issues, performing routine system maintenance, and supporting end-users with their IT needs. The Systems Support Specialist will also contribute to the continuous improvement of IT processes and systems.
Essential duties:
- Provide day-to-day support for hardware, software, and network issues, including troubleshooting and resolving technical problems.
- Respond to and manage support tickets from end-users, ensuring timely and effective resolution of issues.
- Assist with the installation, configuration, and maintenance of IT equipment and software.
- Perform routine system checks and maintenance tasks to ensure optimal performance and availability of IT systems.
- Monitor system performance and address any issues related to servers, workstations, and network devices.
- Apply updates, patches, and upgrades to systems and software as needed.
- Provide technical assistance and guidance to end-users, including answering questions and resolving issues related to IT systems.
- Develop and deliver training materials or sessions to help users effectively utilize IT resources and tools.
- Maintain accurate documentation of system configurations, processes, and support activities.
- Generate reports on system performance, support activities, and incident resolutions for management review.
- Identify opportunities for system improvements and efficiencies, recommending and implementing changes as appropriate.
- Collaborate with IT team members to develop and refine IT processes and procedures.
- Follow IT security policies and procedures to protect company data and systems.
- Assist in conducting security audits and ensuring compliance with industry standards and regulations.
- Work with other IT staff and departments to support and implement IT projects and initiatives.
- Coordinate with vendors and service providers for support and equipment procurement as needed.
Required skills:
- Proficiency in operating systems (Windows, MAC, etc.), network protocols, and hardware troubleshooting.
- Experience with virtualization technologies (e.g., VMware, Hyper-V) and cloud services (e.g., AWS, Azure).
- Knowledge of IT security practices and tools, including firewalls, antivirus, and intrusion detection systems.
- Strong problem-solving and analytical skills with the ability to troubleshoot complex technical issues.
- Excellent communication and interpersonal skills to effectively interact with internal teams and external service providers.
- Ability to manage multiple tasks and projects simultaneously while maintaining attention to detail.
Success criteria:
- Issue Resolution Efficiency: Resolve user-reported issues and technical problems promptly, achieving high first-contact resolution rates where possible.
- User Satisfaction: Maintain high levels of user satisfaction through effective communication, problem-solving, and support, as measured by feedback or surveys.
- Response Time: Adhere to established response and resolution timeframes for support requests, minimizing wait times and disruptions for users.
- Knowledge Base Accuracy: Contribute to and maintain an accurate and comprehensive knowledge base or support documentation to aid in troubleshooting and training.
- Incident Tracking and Reporting: Track, document, and report on support incidents and trends to identify recurring issues and opportunities for improvement.
- System Performance Monitoring: Monitor and ensure the performance and stability of supported systems, proactively addressing potential issues before they impact users.
- Technical Skill Improvement: Continuously update technical knowledge and skills to stay current with new technologies, tools, and best practices relevant to system support.
Qualifications:
- Bachelor’s degree in information technology, computer science, or a related field, or equivalent work experience.
- Proven experience as a system analyst or similar role, with a strong understanding of IT infrastructure and managed services.
- Be an outstanding person and teammate, elevating those around you.
- Align with our purpose, 8 character traits, and cornerstones.
About us
We are an employee-owned company and a proud part of the American building materials industry for nearly 75 years. We have a storied history of innovation, which many say is in our DNA. We agree. From product to brand, to sourcing to customer-centric solutions, we constantly ask the “what, why and how” questions that many are afraid to ask.
Our core brands of CAMO, PRO-FIT, and STINGER are the “asked for brands” in their respective segments and can be found at the finest names in the LBM, Roofing, Home Center, Distribution and STAFDA channels of the building industry and more recently, through our E-Commerce presence.
Our brand users are the hardworking folks who build things with their hands, and just like us, are business owners. They build our homes, our decks, install our roofs, and depend on our brands to support them in delivering a job well done.
Our company's reason for existing
Whether supporting our customers, suppliers, employee-owners and their families or the communities in which we live and work, our purpose is simple; inspire whoever we engage with to help them become better. Better people, families, businesses, and ultimately leave better the communities in which we live. We get this is a moonshot reason for existing. Yet it is one we are committed to.
Our culture is characterized as
- Servant focused.
- Founded on Four Cornerstones, 8 character traits, and a simple operating philosophy of Serve • Better • Value • Fun.
- High standard, embraced by a dedicated team of employee-owners who enjoy the fruits of hard work while having a “bit of fun” along the way.
- Growth-minded, driving intentional investments in developing our people, our customers, and our communities.
- Innovative.
So, if this is an assignment, culture, brands, and industry you desire to explore further, contact us. Your new adventure awaits.