Job opening in Dalton

From: John Aldrich 
Got this from a recruiter today... I'd go for it, but for two things: =20
1) I've already got a temp job. 2) I think I'm going to have something =20
better shortly...

508 east Morris St.

Dalton, GA 30722


ITSM Roll-Out, extra contract help needed for 4 months, possibly longer
for the Support Center.

Douglas said they need someone who is positive and upbeat with solid
Office skills.

The Support Center Technician I must provide 1st level technical support
in a positive, professional image to a geographically dispersed client
community. The majority of the work will be spent on the phone resolving
tickets at the 1st level, and will escalate tickets to 2nd and 3rd level
technicians when necessary. Also, the Support Center Technician I must
be comfortable working closely with IS management, their Support Center
peers, and other IS technical and applications staff.
* Provides telephone or electronic 1st level technical support for the
determination, resolution, or escalation of technical problems related
to Windows environments and Windows applications, electronic mail,
enterprise applications & databases, security issues, desktop
hardware/software, server hardware/software, and production equipment
related issues.
* Troubleshoots problems using desktop remote control products where
possible and documents all services provided.
* Interacts with business customers of IS services with a high degree of
tact and diplomacy to promote a positive image of the IS department.
* Uses verbal and written communications to demonstrate a
customer-focused attitude when dealing with customers.
* Accurately communicates pertinent information to create a work
environment that lends itself to the best interest of departmental
personnel and customer service.
* Develops an understanding of critical business systems / processes and
the adverse business impact if these systems / processes are not
* Invokes problem escalation procedures to coordinate recovery.
* Resolves problems at 1st level at least 60% of the time. Performs 2nd
level support on an exception basis.
* Uses the Support Center ticket database (Service Center) to open and
track tickets. Retains ownership for the tickets he/she opens. Escalates
open tickets when necessary to a 2nd level technician.
* Learns the Mohawk technical environment while maintaining competency
and enhancing professional growth and development through continuing
education and conferences.
* Works closely with IS Management, Support Center personnel and other
IS technical and applications staff.
* Prefer to have a Bachelor's Degree in a technology or business related
discipline, or
* Associates Degree in a technology or business related discipline and
at least 2 years related experience, or
* At least 4 years experience in end-user support with the Microsoft
Windows environment.
* Must have a technical knowledge of advanced PC diagnostics and strong
familiarity with the Microsoft Windows platform.
* Industry standard certifications (A+, Network+, MCP, CCNA, CCNP, etc)
a plus

* Must be customer-focused, work well in a team-oriented environment,
and provide quality service for the business client. Must pay very close
attention to detail. Must have very good phone etiquette.
* Must be open to flexible working hours including nights, weekends, and
overtime as needed.
* Bilingual in Spanish a plus.

Sieron Dottin

Senior Talent Qualification Specialist

National Recruiting Center

Kforce Inc.

813.552.3490 office

877.258.2085 x. 3490 toll free

866.470.6790 fax



Great People =3D Great ResultsSM

=============================================================== From: Lynn Dixon ------------------------------------------------------ WOW! I dunno how I missed this one. Its at my workplace Mohawk Industries. If anyone on the lug is interested, let me know and I will get you in touch with the people you need. Not going to lie, if you are hired in with me being referenced, I get $750 if they stay on for at least 6 months. hehehe. Essentially we are replaceing our current ITSM soluition (HP Peregrine) and going with Axios Assyst (yeah stupid to put ASS in your product name). So this could be a decent opportunity for someone. Heres my email if you need me to put you in touch with the right folks on this job: I used to work for the guy that will be doing the hiring for this spot and hes a great supervisor.

=============================================================== From: rdflowers ------------------------------------------------------ It looks like a good fit for me except for the unpredictable hours expectation. Though she is temporarily absent from my home, I am a single parent of a 12 1/2 year old, with no local back-up. I don't suppose the non-regular hours could be worked from home. ----- Message from --------- Date: Mon, 20 Feb 2012 14:04:42 -0500 From: Lynn Dixon Reply-To: CHUGALUG Subject: Re: [Chugalug] Job opening in Dalton To: CHUGALUG

=============================================================== From: Randy Yates ------------------------------------------------------ I'm not promising that this is still correct, but that position was a WFH on off hours when I was there.

=============================================================== From: Lynn Dixon ------------------------------------------------------ Yeah, When I was doing this job on second shift years ago, I was WFH pretty much every day. I think my longest record was something like 4 months before going in to the office. It was also a pretty fun job.

=============================================================== From: rdflowers ------------------------------------------------------ Any chance you could -- put me in touch with the right people ? ----- Message from --------- Date: Tue, 21 Feb 2012 09:48:10 -0500 From: Lynn Dixon Reply-To: CHUGALUG Subject: Re: [Chugalug] Job opening in Dalton To: CHUGALUG

=============================================================== From: Ed King ------------------------------------------------------ be careful: out of sight = out of mind if your employer is a dick, you may find yourself getting passed over for raises, promotions, extra slices of pizza, etc if you are not physically present in the office, and you'll probably be the first name on the chopping block if/when staff cuts come around. Make sure you can prove you are doing valuable work and screwing around on his dime; also make sure your supervisor is as cool as I am and has your back, because I've stood up for my WFH contractor when the boss insinuated cutting her hours. Pissed me off that he'd want to cut someone who is an MVP in my eyes

=============================================================== From: Lynn Dixon ------------------------------------------------------ Sure thing! Just send me your updated resume to lynn

=============================================================== From: Lynn Dixon ------------------------------------------------------ Ed, While I could see that being the case in some environments, its definately not the case here. Since I worked in the Support Center (which was WFH as much as I wanted), I have received 5 promotions in just under 4 years. I am now serving as an Open Systems Administrator for the same company, and my Senior Open Systems Administrator lives in Knoxville. His "office" is actually here in Dalton, but he WFH 99.9% o the time. He occasionally comes to Dalton when we do team building quarterly, but primarily hes WFH. I guess it all depends on how the work environment is. Some companies love WFH employees because it cuts their costs down.

=============================================================== From: Ed King ------------------------------------------------------ oops, I meant to type: "...doing valuable work and NOT screwing around... " I am curious as to what productivity benchmarks your company uses to ensure that your WFH employees are actually putting in a full day's worth of work and not screwing around. Do y'all grant new hires WFH-priviledge right off the bat, or do they have to prove themselves to be productive in-office first? And how do you sooth the paranoid employer who thinks their "intellectual property" might be on the home computer of their WHF programmers?

=============================================================== From: Ed King ------------------------------------------------------ the questions below weren't meant just for Lynn... I'd love to hear responses from other folks as to your employer's WFH policies.

=============================================================== From: rdflowers ------------------------------------------------------ Lynn, I explained to you ( not on the list ) that though I believe I would be a good fit for this, and could do the job, it would be a waste of time to just toss in a resume -- there is nothing even marginally decent for that. All relevant jobs were with companies now defunct, not local, and not recent. Thanks. ----- Message from --------- Date: Tue, 21 Feb 2012 10:39:00 -0500 From: Lynn Dixon Subject: Re: [Chugalug] Job opening in Dalton To:, CHUGALUG

=============================================================== From: Lynn Dixon ------------------------------------------------------ Ed, When I was WFH at the Support Center, we worked a call que. So our work was based on the number of calls that came in, and the number of calls we completed. Thats a pretty simple metric to maintain so I won't go into details. On nights (which is the shift I worked), I was the only person answering phones for the Support Center after about 7pm or so, and if I didn't have any calls coming in, I was pretty much free to do as I wanted (which included, admittingly, playing alot of Xbox... LOL). But, I always managed to take all of the calls that came in, and had great quarterly reviews. So the call volume and issues resolved at first level were the benchmarks for performance. Now that I am doing administration, our "benchmarks" would be us meeting deadlines and budgets for the all the projects we have running...both large capital projects and normal routine projects (like OS upgrades and deployments). As for retaining company data, Mohawk provides us all with laptops that we are free to take home and use for work. So, when someone leaves, the work laptop goes back to Mohawk for data retention. Sure, someone could just copy data to their home PC, but its no different than someone bringing in a portable USB disk to the office and dumping data to it either. New employees have to go through a 90 day on-boarding before they are allowed WFH priveleges. Lawrence, Got the email :) I will get it into the right group for you.

=============================================================== From: Ed King ------------------------------------------------------ thanks for the response Lynn... sounds like Mohawk has a great working environment would still like to hear from other folks regarding their employer's WFH policies... put it on the table... let's see who is the coolest, most progressive IT employer in town :)

=============================================================== From: Stephen Haywood ------------------------------------------------------ I have to hit a certain number of billable hours and accomplish certain tasks. If I were goofing off it would become apparent very quickly.