Overview:
The IT Support Specialist at Fila USA IT is pivotal in ensuring seamless desktop and laptop configurations. This role demands adaptability, strong interpersonal skills, and a commitment to efficient problem-solving. Engage with a diverse range of technologies to address support incidents, challenges, and requests from the business. Address support queries through email and/or our ticketing system, articulating solutions in both technical and layman's terms.
Hybrid: Four (4) days per week in-office, One (1) day remote
Responsibilities:
- Configure and support PCs, telephone systems, wireless networks, and related peripherals in line with departmental standards.
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Address end-user software and hardware challenges, offering training to new users and escalating complex issues as necessary.
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Oversee the installation of computers, printers, and device accessories.
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Utilize the Helpdesk ITSM for precise asset management, maintaining up-to-date information for all IT assets.
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Assist in setting up conference rooms for screen connections.
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Address LAN access and connectivity challenges for end-users, escalating when necessary.
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Draft instructional documents and videos detailing IT procedures and applications.
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Deploy application/software updates to Windows/Mac devices through Intune and Kandji.
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Integrate sustainability into processes, standard operating procedures, and business practices.
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Offer guidance to peers regarding incidents and clearly document technical issues for end-users.
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Respond promptly to time-sensitive challenges.
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Ensure support adheres to agreed service levels and departmental guidelines, using the ticketing system for accurate service request documentation.
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Be available for after-hours support for end-users.
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Undertake any other duties as assigned.
Qualifications:
- A minimum of one year of experience in IT-related helpdesk/desktop support.
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A college degree in Information Technology & Services or a related field.
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Strong customer service skills, both in-person and digitally.
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Exceptional communication skills, problem-solving acumen, and technical writing ability.
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Comprehensive understanding of computer support and troubleshooting.
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Familiarity with troubleshooting for Windows and MacOS.
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Support for Microsoft products – AD/AAD, Office/M365, Windows 10, Windows Servers.
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Support for Apple products – MacOS, iOS, apps.
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Foundational knowledge of general networking.
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Familiarity with remote management solutions.
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Experience with ITSM and help center solutions.
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Knowledge of Powershell/scripting.
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Experience with PRTG.
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Troubleshooting skills for desktop applications like Adobe Creative Suite and LogMeIn.
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Experience with Intune
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Experience with Kandji
Salary Range: $55,000-65,000
At FILA USA, actual compensation within that range will be dependent upon the individual’s skills, experience, and qualifications.