IT Support Specialist

Ready to be part of a dynamic and growing company?

ServiceMaster Brands is looking for talented people to join our team!

Compensation Details:

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At ServiceMaster, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $22-$23/hour.

IT Support Specialist

The IT Support Analyst is responsible for providing IT support for all franchises and Franchise Support Center staff.  

What you'll do:

• Provide technical support for products to end users through various means of communication
• Products include web-based software as well as mobile technology
• Document support activity through our ticketing system, following proper process, emphasizing accuracy and efficiency; maintaining a quick turnaround to franchise users
• Create documentation for end users to follow to navigate repetitive technical requests
• Assist the training department as requested with creating training guides for end users
• Collaborate with the department to increase efficiency in order to better assist end users
• Provide regular feedback to the Technology Implementation Consultants and Business Analysts on ways to improve our technology 
• Perform basic troubleshooting on reported issues
• Properly document the issue along with reproduction steps 
• Escalate the issue as needed to the senior support employees
• Communicate openly with employees to transfer knowledge on our products and known issues
• Stay up to date on new products, enhancements, and bug fixes being released 
• Act as a consultant regarding applications and related support software; assists franchise users with properly following processes
• Assist various departments with miscellaneous projects related to IT, as requested
• Maintain regular and punctual attendance to ensure Franchises are serviced as needed
• Complete other duties/responsibilities as assigned 

What you bring:

• Excellent customer service skills 
• Skill in completing assignments accurately and with high attention to detail
• Ability to read, interpret and follow policies and procedures such as ISO, ITIL, SDLC and Project management methodology
• Broad based knowledge of the software support, quality control and development life cycles
• Intermediate knowledge of Microsoft Office Suites and other desktop software
• Ability to analyze, organize and prioritize work while meeting multiple deadlines
• Ability to effectively communicate orally and in writing
• Adaptable and with intellectual ability to thrive in a demanding, fast moving and customer focused environment
• Technical Expertise/Business Knowledge: Demonstrates in-depth technical expertise and knowledge appropriate to functional role; stays abreast with emerging technologies and trends
• Ability to work independently as well as work in a team and provide quality deliverables
• Ability to manage multiple priorities, establish workflow and meet deadlines
• Demonstrated ability to cultivate strong working relationships and drive collaboration across diverse team(s)

Work Location:

This is a 100% remote position.   

About ServiceMaster Brands

ServiceMaster® Brands® is a leading franchise provider of needs-based residential and commercial services in the restoration, cleaning, moving, and bioremediation industries. Founded in 1929, the company is home to over 3,200 franchisees across 4,600+ locations serving over 1,000,000 homes and businesses each year. ServiceMaster was founded with a deep commitment to integrity and customer service and does business under seven brands today across 50 states and nine countries that generate more than $3.5B in system-wide sales: ServiceMaster Restore®, ServiceMaster Clean®, Merry Maids®, TWO MEN AND A TRUCK®, Aftermath Services®, Indoor Science.

While each brand maintains a distinct identity, we share a commitment to our mission to Making Everyday Heroes More Heroic™. From our franchisee experience to career development to our community outreach efforts, our values – We Serve, We Care, We Deliver, We Do - guide us.

Working as part of our team means bringing your best ideas to work every day and seeing the impact of your contributions. Stars in our company at all levels are builders—they love to create, lead and see their plan come to life. Our best people understand that while great ideas are important, they require incredible focus and teamwork to execute. Life inside our company is the opportunity to do the best work of your career.

ServiceMaster Brands is headquartered in Atlanta, Georgia.

Roark Capital Group acquired ServiceMaster Brands in October 2020. Roark focuses on investing in the consumer and business services sectors, with a specialization in multi-location and franchised businesses. Since inception, affiliates of Roark have invested in 100 multi-location, franchised brands, which collectively generate $62 billion in annual system revenues from 66,000 locations in 50 states and 89 countries. Please visit www.roarkcapital.com to learn more.

It is the policy of ServiceMaster Brands, in accordance with all applicable laws, to recruit, hire, train, and promote persons in all job titles without regard to race, color, national origin, genetic information, religious beliefs, sex, gender identity, sexual orientation, age, marital status, pregnancy, disability, protected veteran status, or any other protected classifications, activities, or conditions as required by federal, state and local laws. 

Applicant policy: https://www.servicemaster.com/california-applicant-privacy-notice/