Service Experience Technician

Armstrong World Industries, Inc. (AWI) is a global producer of flooring products and ceiling systems for use in the construction and renovation of residential, commercial and institutional buildings. The Company designs, manufactures and sells flooring products (resilient and wood) and ceiling systems (mineral fiber, fiberglass and metal) globally. The Company segments includes: Building Products, Resilient Flooring and Wood Flooring.

Armstrong World Industries (AWI) has a job opportunity for a Service Experience Technician. As an individual contributor, the Service Experience Technician will be responsible for providing day to day operational support for existing infrastructure services to users of those services and project-based work leading to the development and deployment of new infrastructure services.

* Functioning as a resource implementing and supporting standard PC and print systems * Gathering requirements from users and deploy standard infrastructure technology to meet requirements * Participating in enterprise projects to provide technology and process expertise * Planning and completing standard hardware, software, and operating system refreshes * Identifying and documenting transactional tasks for elimination or transition to service providers * Providing Level 3 support for standard Regional or Local PC and print systems * Documenting standard solutions appropriately for the Service Desk and Level 2 teams * Fulfilling standard requests related to Regional and Local solutions * Tracking and documenting inbound support requests, troubleshooting activity, and resolution requirements * Consistently driving towards change and improving the services with minimum disruption * Supporting, developing and documenting new and existing processes, procedures and solutions to meet business needs * Supporting the development and management of relationships with vendors in concert with Manager and Supplier Relationship Management (SRM) process * Participating in the implementation and maintenance of best-practice standards, policies, procedures, and associated training plans to ensure optimal daily operations are maintained * Participating in integrated systems planning to support overall corporate and business goals * Establishing and maintaining lines of communication with stakeholders with a view to keeping all parties informed of incidents, problems, and resolution * Identifying opportunities to improve global standardization and organizational efficiencies * Contributing to the development of overall strategy, tactics, planning and execution of initiatives to support IT services * Documenting work, including project post mortem documentation and metric collection * Maintaining technical documentation and process topology to ensure alignment between the business strategies and the technology roadmap

**Required Qualifications for the Service Experience Technician:** * Bachelor’s degree in Computer Science, Engineering or a related field * 3+ years of experience administering PC clients and printers in an environment of >500 Windows systems * Working knowledge and experience with Microsoft Office products * Working knowledge of technology architecture preferred in a manufacturing environment * Firm understanding of Active Directory operations * Understanding of basic TCP/IP networking; Strong statistical analytical and problem solving skills with high attention to detail and accuracy * Solid understanding of operating systems like Windows XP, Windows 7, 2003, 2008 * Knowledge of technologies commonly utilized in a manufacturing environment * Well-developed verbal and written communication skills, with the ability to translate technical details in business language * Statistical, analytical and problem solving ability with high attention to detail and accuracy * Knowledge of infrastructure support principles * Demonstrated ability to comprehend strategy, vision and direction and to embrace and facilitate change **Desired Qualifications for the Service Experience Technician:** * Certification in either a process discipline (ITIL, PMI, Six Sigma) or technical discipline (SAP, Data Warehousing)