IT Support Specialist

Company: Club Monaco
Location: New York
Posted on: August 7, 2022

Job Description:

IT Support Specialist Overview We are looking for an IT Support Specialist to play a pivotal role on our growing IT team. This individual will sit primarily onsite at our New York, NY headquarters and provide virtual support to the Club Monaco stores organization as well as onsite support to our corporate employees. The IT Support Specialist will report to our Manager, Technology and their responsibilities will include, but are not limited to:

• Providing technical support for the company over the phone and in-person
• Installing and configuring computer hardware, software, systems, networks, phones, and printers
• Repairing and replacing equipment as necessary
• Maintaining and monitoring systems, networks, and overall security
• Working with multiple teams towards the completion of projects and implementation of new systems
• Leading technology support efforts and solutions across the company including best practices, documentation, and testing new technology Requirements
  • Bachelor's degree in Information Systems or related field is desired (or equivalent experience)
  • A minimum of 2 years of relevant experience in IT support customer service
  • A strong logical thought process and an ability for problem-solving
  • An ability to prioritize tasks, communicate effectively, and meet strict deadlines
  • Experience providing support in both Mac and Windows environments
  • Experience and a strong understanding of Office 365
  • Experience with Adobe Creative Cloud is a plus
  • A strong attention to detail
  • Experience working in a retail environment is preferred - Responsibilities
    • Serve as the first point of contact for store associates seeking technical assistance over the phone or email
    • Perform remote troubleshooting through diagnostic techniques and asking pertinent questions
    • Determine the best solution based on the issue and details provided by the team member
    • Walk the team member through the problem-solving process
    • Direct unresolved issues to the next level of support
    • Provide accurate information on IT systems or services
    • Record events and problems and their resolution in ticket tracking system
    • Follow-up and update ticket status and information
    • Pass on any feedback or suggestions by team members to the appropriate internal team.
    • Identify and suggest possible improvements on processes and procedures
    • Maintain accurate inventory counts for each site
    • Work with team on-call schedule and triage rotation.
    • Be flexible. We're growing and we need to continue to change to help the company grow.
    • Availability to support/work across multiple shifts and weekend

Keywords: Club Monaco, New York , IT Support Specialist, Other , New York, New York