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Service Desk Analyst in Tampa, FL
Masonite Corporation

Date Posted: 7/23/2018

Job Snapshot

  • Employee Type:
  • Location:
    Tampa, FL
  • Job Type:
  • Experience:
    At least 3 year(s)
  • Date Posted:

Job Description

Our vision is to be the best provider of building products in the eyes of our customers, employees, shareholders, suppliers and communities.

At Masonite, we understand that people are key. We are a composite of diverse people who come together by showing support and respect to one another.

We hire people that demonstrate integrity under pressure. Integrity is at the foundation of everything we do. It is in each door we make, in our commitment delivery and in our honest and sincere communication.

Our employees are flexible, versatile and resilient. Our ability to weather any storm, to bend without breaking, is what allows us to hear the knock and open the door with confidence, no matter what's on the other side.

At Masonite, we hold the door open for each other and for new ideas. We want everyone to freely contribute ideas and add value, so we are positive and encouraging. This collaborative environment is what makes Masonite a transparent, fair company- one that doesn't hide behind closed doors.

We continuously strive to improve both our products and our customers' experiences. This drive leads us to revolutionize the door industry and help people walk through walls.


The Service Desk Analyst is responsible for providing a high level of customer service to Masonite IT users who are experiencing technical issues or who need IT services.  This individual should possess level 1-2 engineering skills in laptop, tablet, desktop, wireless, mobile devices, system access, basic security and printer technologies.

Functional Competencies

  • A self-motivated person who is able to work both independently and under supervision
  • Able to maintain a positive and cooperative attitude in sometimes stressful situations
  • Willing to work as part of a team and share responsibilities when needed
  • Demonstrates change agility around environment and technology
  • Stay current on new technologies
  • Able to communicate effectively with internal customers

Essential Day-to-Day Responsibilities

  • Ability to effectively communicate with customers over the phone and help them resolve issues.
  • Correctly fill out tickets generated by the Masonite ticketing system
  • Ability to use monitoring systems to determine root causes that result in customer issues.
  • Effective use of existing troubleshooting tools to quickly resolve issues
  • Ability to follow Infrastructure Solution Design established by Tier 3 Engineering Staff.
  • Provide off hours support as needed for reasonable period after engagement typically one weekend per month.
  • The ability to occasionally work overtime where required.

Required Skills and Necessary Experience:

  • At least 3 years’ experience with management of Windows 2007/2010 and related software
  • At least 3 years’ experience with Microsoft Office and Outlook
  • At least 3-year prior experience with IT Ticketing Systems
  • At least 3-year prior experience working on laptops, desktops & tablets
  • Ability to maintain a profession demeanor when troubleshooting issues
  • Handled Tickets while working on a Call Center
  • Bilingual in both French and English or Spanish and English (read, write, speak fluently)

Desired Skills:

  • Prior experience with BMC, Service Now or CherWell ticketing systems
  • Experience with iPhone and Galaxy Smartphones
  • Hands-on experience setting up Cisco VOIP desktop phones
  • Label Printer Experience
  • Worked on a Service Desk with at least 1000 Users or more
  • HDI, MCITP or ITIL Certifications


Associates Degree in Computer Science, MIS or related field of study; or any equivalent combination of relevant experience, education and training.