User Support II in El Paso, TX at Empire Today

Date Posted: 8/5/2019

Job Snapshot

Job Description


Empire Today has been a leading provider of installed home improvements for 60 years. Empire offers the largest in-stock selection of flooring in the United States. Convenience, quality, and selection make Empire stand out.  With Empire Today, homeowners and business customers can get quality Carpet, Hardwood, Laminate, Tile, Vinyl Flooring, and Window Treatments from top brands they know and trust. And because Empire warehouses thousands of products, customers can get the right product, professionally installed when they need it, as soon as the next day.

Empire was founded in 1959 and provides service to more than 70 metropolitan areas in the United States. With more than three million satisfied customers, Empire Today is dedicated to its mission of Making Beautiful New Floors Easy.

Business Area

  • Be a part of the technology environment, working closely with Management and a team of user support technicians
  • Work for one the largest shop-at-home flooring companies in the United States. America’s first and best choice for installed flooring that also offers employee discounts.


  • Provide support to 1,700+ internal users at ~50 national facilities within a Windows 10, Office 365, & Dynamics 365 environment
  • Utilize a Service Request ticketing system to manage IT related requests
  • Provide after-hours on-call support on a rotational and/or project basis.
  • Install and configure user endpoints, including, desktops, laptops, tablets, mobile devices, & peripherals
  • Communicate effectively in person, via email, and over the phone
  • Diagnose and resolve hardware, applications, & operating system issues and replace as necessary
  • Perform in-depth and routine research, analysis, and troubleshooting, and consult with internal and external technical professionals as necessary
  • Utilize Active Directory to manage end-user accounts
  • Backup team members in a mutually supportive work environment
  • Respond to system failures and maintenance emergencies
  • Maintain inventory of monitors, desktops, laptops, printers, scanners, and other peripheral equipment


  • Associate degree in Computers or Information Systems.
  • Minimum of 3 years of experience in technical user support
  • Must have had prior telephone support experience along with hands-on hardware build and troubleshooting experience.
  • Strong IT Technical Skills which includes an understanding of LAN/WAN architectures, routers, switches, common network services, and remote access applications
  • Must possess self-motivation, independence, solid judgment, and desire to succeed.
  • Technical expertise in a Microsoft-centric environment.
  • Knowledge of the Office Suite, including Office 365 components
  • Strong problem-solving and logical analysis skills
  • Must be available to provide after-hours on-call support on a rotational or project basis.
  • Lift and transport of hardware, such as, computers and peripherals
  • Ability to maintain discretion in conjunction with access to sensitive and confidential data


Employees are eligible for numerous benefits including:

  • Quick enrollment into our benefit plans.  Eligibility is first of the month following just two weeks of employment.
  • A premium 401K Investment Plan, with the company matching your amount invested dollar for dollar up to 4% with no vesting.  Find another Company that can beat that!
  • Medical Insurance with several plan options and a Health Savings Account to meet you and your family’s health needs.
  • Prescription Drug Coverage
  • Dental Insurance – Twice a year visits at no cost.
  • Vision Insurance with materials coverage
  • Flexible Spending Accounts for Medical & Dependent Care
  • Wellness Program – A best in class program offering substantial awards payable right on your paycheck
  • Basic Life Insurance and AD&D
  • Short Term Disability Coverage
  • Long Term Disability Coverage
  • Employee Assistance Program
  • Paid Holidays including Floating Holidays
  • Paid Time Off (PTO) that grows with years of service
  • Empire Perks – An employee discount purchasing program offering you great savings on the things you want.
  • The company conducts a background check and drug screen for all new hires. 

Empire Today is an equal opportunity employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills.

By Submitting your resume and application information, you authorize Empire Today to transmit and store your information in the Empire Today group companies’ world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.