Information Technology Support Specialist

Mattamy Homes is the largest privately owned home builder 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.

• 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

• Bachelor's degree in Computer Science, Information Systems, Business or related field
• Must have field experience, servicing multiple sites
• Networking experience is required
• Must have a minimum of 5 years of related work experience
• A+ Certification, Network + and Security + are all preferred, but not required
• 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
• AV Experience
• 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)

• Must have a valid driver's license
• Must have a 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
• Knowledge and/or experience in Homebuilding an asset