Desktop Support Associate

Title 

Desktop Support Associate

Location

Los Angeles, CA

Position Description

The Desktop Support Associate’s role is to provide a single point of contact for end users to receive help within the organization’s desktop computing environment. This person will respond to user calls and work with other team members to troubleshoot and resolve infrastructure and application issues. The Desktop Technician will be responsible for analyzing requirements, resolving problems, installing hardware and software, maintaining IT equipment, providing, and removing access and supporting the internal IT helpdesk. This position will also perform Level 2 support, serving as an escalation point for the IT helpdesk when onsite support is needed, and will collaborate with internal and external resources in resolving IT issues.

• Perform Level 1 user support, field help desk calls and serve as initial point of contact for critical support issues.
• Provide helpdesk support and resolve problems to the end user’s satisfaction.
• Work in a collaborative team environment with internal and external communities to improve overall customer service and support.
• Monitor and respond efficiently and quickly to associate service calls.
• Use analytical skills to troubleshoot hardware and software complications.
• Demonstrate superior interpersonal skills and excellent customer service.
• Install and configure hardware, software and related components for desktops, laptops, printers, servers, and telecommunications equipment.
• Install, upgrade, and configure network printing, folder structures and user access.
• Collaborate with vendors to support hardware, software, Internet, telecommunications, and wireless services.
• Assists in the execution of infrastructure upgrade and improvement plans.
• Assists in procurement, tracking and inventory of IT assets.
• Microsoft Windows and Apple iOS environment administration and support.

Qualifications/Experience We’re Looking For:

• Two or more years of relevant technical experience.
• Ability to analyze and troubleshoot technical problems.
• Ability to understand and translate the needs of the associates.
• Ability to learn new systems and configurations.
• Ability to work independently without supervision.
• Ability to manage and prioritize multiple tasks in a fast-paced environment.
• Strong written and verbal communications skills.
• Experience supporting Apple OS X, Microsoft Windows 10 and above, Active Directory, Microsoft Office 365, PC imaging and hardware deployment and workstation setup.
• Functional experience with and ability to support Microsoft Office products including Excel, Word, PowerPoint, and SharePoint.

 Benefits at Vince:

• Robust healthcare options for medical, dental, vision, flexible spending, and health savings account with employer funding
• 401(k) with employer match
• Generous paid time off plans for vacation, sick, and personal, volunteer time, as well as company holidays
• Hybrid and flexible work options available for roles that can be done remotely
• Clothing allowance & merchandise discounts
• $400 annual gym reimbursement
• Monthly data/phone stipend for eligible roles
• Mental health support tools and telehealth psychology and psychiatry
• Family and caregiving benefits including a competitive paid parental leave program as well as supplemental infertility coverage
• Life, accidental death & dismemberment, short-term disability, and long-term disability insurance
• Supplemental hospital indemnity, specified disease, and accident coverage
• Pre-tax commuter benefits including transit and parking
• Discounted pet, home & auto, and legal insurance

Vince, LLC is an equal opportunity employer and does not discriminate against any applicant or employee because of race, color, religion, sex, sexual orientation, national origin, disability, genetic information, age, or military or veteran status or any other status protected by applicable federal, state, or local law.  Vince, LLC also provides reasonable accommodation to qualified individuals with disabilities in accordance with applicable laws.