Service Desk Specialist
Description
Essential Cabinetry Group is a leader in cabinet manufacturing throughout the U.S., delivering high-quality, customizable cabinetry solutions that blend innovative design with exceptional craftsmanship. Guided by our core C.A.R.E. values—Customer Focus, Accountability, Respect, and Excellence—we are committed to exceeding customer expectations and enhancing the heart of every home we serve. We offer a comprehensive benefits package designed to support our employees' health, well-being, and professional growth. Our benefits include medical, dental, vision, and life insurance, a 401(k) retirement plan with company match, and so much more! We are currently seeking a highly motivated and qualified candidate to fill the role of Service Desk Specialist. This full-time, 1st Shift position is based in Simpsonville, SC, and offers an exciting opportunity to join our team and contribute to a culture built on quality, integrity, and teamwork.
As a Service Desk Specialist at Essential Cabinetry Group, you will play a key role in maintaining the efficiency and effectiveness of our IT support services. You will be the first point of contact for internal stakeholders seeking technical assistance, providing timely and accurate solutions to hardware, software, and network-related issues. The ideal candidate will have a strong technical background, excellent communication skills, and a customer-focused approach to IT support. This position will report directly to the Sr. IT Manager.
• First Point of Contact: Serve as the initial point of contact for employees seeking technical assistance through the service desk platform, email, or phone.
• Incident Triage and Resolution: Triage and resolve incidents related to hardware, software, and network issues promptly and efficiently.
• Some travel required to other locations for support.
• User Support: Provide hands-on support and guidance to end-users on various IT-related matters, ensuring a positive and seamless experience.
• Documentation: Maintain accurate records of support requests, resolutions, and user interactions in the IT service management system.
• Collaboration: Work closely with other IT teams to escalate and resolve complex issues, ensuring a collaborative and efficient problem-solving process.
• User Training: Assist in the development and delivery of user training programs to enhance overall IT literacy within the organization.
• Continuous Improvement: Identify opportunities for process improvement within the service desk function and contribute to the enhancement of IT support services.
Requirements
• Associates degree in information technology, Computer Science, or related field (preferred).
• Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
• Proven experience as a Service Desk Specialist or in a similar IT support role.
• Strong knowledge of IT systems, hardware, and software.
• Excellent problem-solving and communication skills.
• Customer-oriented mindset with a commitment to delivering exceptional service.
• Familiarity with IT service management tools and processes.
Working Relationship
Communication is required across all levels of the organization- executive team, other functional leaders, subordinates, and production floor workers. The Service Desk Specialist works under the immediate supervision of the Sr. IT Manager.
PPE
Safety glasses, hearing protection, and safety shoes at all times while on the production floor. Other PPE may be required.
Work Environment Organization Structure/Career Progression
The Work Environment Characteristics Described Below Are Representative Of Those An Employee Encounters While Performing The Essential Functions Of This Job
Non-air-conditioned environments; hazardous materials such paints, stains, and solvents; machinery, conveyors, spray-booths, and drying racks.
Equal Opportunity Employer
At Essential Cabinetry Group, we believe in the value of your unique identity, background, and experiences. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, genetic information, disability, sexual orientation, gender identity, veteran status or any other status protected by the law. Applicants requiring a reasonable accommodation due to a disability at any stage of the employment application process should contact Human Resources.
Wholesale Building Materials
Information Technology
Full-time