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.