IT Service Specialist

Location:  

Charlotte, NC  

Employment Type:  

Full-Time / Permanent / 100% Onsite  

Who we are  

Mattamy Homes is the largest privately owned homebuilder in North America, with 40-plus years of history across the United States and Canada. Every year, Mattamy helps more than 8,000 families realize their dream of home ownership. In the U.S., Mattamy is represented in 11 markets – Charlotte, Dallas, Jacksonville, Orlando, Phoenix, Raleigh, Southeast Florida, Southwest Florida, Tampa, Tucson and Wellen Park.  

What you’ll do  

• Support and ensuring delivery of IT services to the business so that end users can accomplish business tasks
• Triage issues and service requests via phone, e-mail or service desk ticketing system
• Coordinate Field Service Partners in scheduling delivery and infrastructure deployment
• Provide a prompt response to user requests for information and assist in application system problem resolution
• Log all incoming calls in an Incident Management tool and resolve and/or escalate calls as required
• Develop and maintain support knowledge base containing troubleshooting approaches, methods and fixes as observed in Incident and Problem Management
• Collaborate with IT Service Delivery Leads for activities such as incident management, problem management and root cause analysis and to resolve after-hours incidents
• Proactively build relationships and awareness of the upcoming remote office activities with key stakeholders from the different divisions
• Troubleshoot, problem-solve and assist with office moves

What you bring  

• Bachelor's degree in Computer Science, Information Systems, Business or related field
• Should have A+ Certification / Network + and Security + are preferred as well, but not required
• Must have a minimum of 5 years of related work experience
• Knowledge and/or experience with Microsoft technologies (Office 365, Windows 10/11, SharePoint)
• Knowledge and/or experience with Mobile technologies (Apple/iOS, Android)
• ITIL Foundations Certification an asset
• Experience managing corporate desktop environments for patching, antivirus, application deployment
• Deep knowledge of Wide Area Network and LAN technologies that can be used to connect site\trailers\offices
• Demonstrated experience with client support and a proven ability to deliver a high level of customer service
• Customer and Vendor relationship management skills
• Excellent written and verbal communication skills
• Demonstrated proactive approaches to problem-solving with strong decision-making capability
• Demonstrated ability to achieve high performance goals and meet deadlines in a fast-paced environment
• Must be able to travel throughout the designated regions up to 25%, as well as other markets as needed (AZ, NC, FL)

Physical Requirements   

• Must have a valid driver's license
• Must have vehicle and be willing to drive to satellite offices
• Must be able to lift up to 50 lbs, work in tight spaces including IT closets and under desks for equipment set up
• Must be able to sit for long periods of time

Bonus points  

• Knowledge and/or experience in Homebuilding an asset
• Network + and Security + Certifications

Be yourself. We want it that way.  

At Mattamy Homes, we’re passionate about creating and promoting a diverse and inclusive environment where everyone can do their best work. Diversity and inclusion are important aspects of the work we do to support our homebuyers, colleagues and communities.   

Our competitive compensation and full-time employee benefits package includes:  

• 3 weeks of company paid vacation + 1 week of company paid time off + 1 week of sick time
• Health, Dental and Vision Insurance
• Life Insurance and Short/Lo