IT Support Specialist

Raleigh, NC, US

Job Title: IT Support Specialist
Reports to: Manager, IT
Location: Herndon, VA


About Our Team and This Role:

Our employees are our greatest asset. We want them to be happy, healthy, and safe as partners in our success. We work together with our employees to sustain the inclusive work environment that has been one of our core values for nearly a century.

Beacon is a Fortune 500 company with over 580 locations in all US states and six Canadian provinces.

The IT Support Specialist will be responsible for IT Support interactions with all company employees.  The primary objective is to provide the day-to-day diagnosis, troubleshooting, and resolution of a wide variety of problems.  The areas of support include: ERP, networking, PCs, mobile devices, printers, IT Security and other business applications.

What You Will Be Working On:

  • Diagnose, research, analyze, troubleshoot, and implement solutions for all user-reported issues, including technology issues, and branch and company business processes.
  • Testing, analyzing results for software fixes, Mods, software loads, etc...
  • Thorough knowledge of our software and hardware environments.  Uses this knowledge in a consultative manner to assist users.
  • Uses experience and judgment to determine course of action, implements and documents solutions independently.
  • Provide hardware and software support, including laptops, tablets and mobile devices.
  • Create detailed database records of issues, analysis, troubleshooting, and solutions.
  • Maintain and manage knowledge base for end users and agents.
  • Provide cross functional training for other members of Support Services team.
  • Administer and implement proper security measures for all IT systems.
  • 24/7 on call support based on schedule, to handle all IT support issues during off hours.
  • Handle every customer inquiry and issues professionally and quickly.
  • Consults with the branch employees and departments to solve problems, navigate, and best utilize our systems.
  • Provide backup support for other Helpdesk positions.
  • Performs other duties as assigned.


What You Will Need to Be Successful in This Role:  

  • 3+ years experience in IT customer service
  • BA/BS or equivalent experience
  • IT Project Management Support preferred
  • Distribution or wholesale experience a plus
  • Consultation, interpersonal, communication, manage projects and problem solving skills
  • Proficient learning multiple business applications
  • PC/Laptop/tablet and mobile device knowledge
  • Customer focused, polite, friendly, and enthusiastic
  • Listening skills so that they can quickly understand the user’s issue
  • Ability to learn quickly, implement solutions and handle multiple tasks


About Beacon:

Founded in 1928, Beacon (Nasdaq: BECN) is one of the largest distributors of commercial and residential roofing products, complementary construction, and building materials serving the entire United States and six Canadian provinces. Through strategic investments in new technology and an ever-expanding network of locations throughout the United States and Canada, we help contractors save time, manage work more efficiently, and enhance their businesses.

Beacon's competitive advantage is our people and our value proposition is the differentiator. 

-— Christopher Harrison
Executive Vice President and Chief Human Resources Officer 

Nearest Major Market: Raleigh