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.
- Address end-user software and hardware challenges, offering training to new users and escalating complex issues as necessary.
- Oversee the installation of computers, printers, and device accessories.
- Utilize the Helpdesk ITSM for precise asset management, maintaining up-to-date information for all IT assets.
- Assist in setting up conference rooms for screen connections.
- Address LAN access and connectivity challenges for end-users, escalating when necessary.
- Draft instructional documents and videos detailing IT procedures and applications.
- Deploy application/software updates to Windows/Mac devices through Intune and Kandji.
- Integrate sustainability into processes, standard operating procedures, and business practices.
- Offer guidance to peers regarding incidents and clearly document technical issues for end-users.
- Respond promptly to time-sensitive challenges.
- Ensure support adheres to agreed service levels and departmental guidelines, using the ticketing system for accurate service request documentation.
- Be available for after-hours support for end-users.
- Undertake any other duties as assigned.
Qualifications
- A minimum of one year of experience in IT-related helpdesk/desktop support.
- A college degree in Information Technology & Services or a related field.
- Strong customer service skills, both in-person and digitally.
- Exceptional communication skills, problem-solving acumen, and technical writing ability.
- Comprehensive understanding of computer support and troubleshooting.
- Familiarity with troubleshooting for Windows and MacOS.
Desirable Experience
- Support for Microsoft products AD/AAD, Office/M365, Windows 10, Windows Servers.
- Support for Apple products MacOS, iOS, apps.
- Foundational knowledge of general networking.
- Familiarity with remote management solutions.
- Experience with ITSM and help center solutions.
- Knowledge of Powershell/scripting.
- Experience with PRTG.
- Troubleshooting skills for desktop applications like Adobe Creative Suite and LogMeIn.
- Experience with Intune
- 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.