IT Support Technician

Description

At Jockey, caring is our responsibility. It’s the fabric of who we are and drives everything we do. It drives us to listen, innovate, and improve. To design thoughtfully. To craft skillfully. To give back wholeheartedly. Founded in 1876, Jockey is a family-owned company recognized the world over for delivering feel-good comfort. Our premium apparel is sold in more than 140 countries and our commitment to quality, innovation and customer service is legendary.

Join our dynamic team as our next IT Support Technician! In this role, you will provide day-to-day management of the Support Team to support and resolve end-user issues with computer hardware or software. In addition, you will manage the overall response to user inquiries, ensure the team can troubleshoot, diagnose problems and identify solutions with IT equipment and applications.

JOB EXPECTATIONS

Resolve end user IT support concerns and answer IT related support questions.

Appropriately document solutions and actions taken to resolve issues.

Interact with vendors if needed to expedite problem resolution.

Identify common elements of incidents and communicate to the appropriate parties to ensure appropriate visibility.

Maintain technical knowledge through educational publications, conferences, and seminars.

Log service requests and incidents, and keep users updated on progress.

Work efficiently and professionally under pressure with a focus on problem solving and high-quality service ensuring customer satisfaction.

Support AV equipment as needed

Assist with new user provisioning and IT orientation, as well as the process for supporting departing users

Managing, maintaining, and repairing IT systems

Build effective working relationships within the user community, delivering high-quality professional services.

Support Executive team as need to quickly resolve issues.

Diagnosing and resolving faults, network issues, and software/hardware problems

Installing, configuring, testing, and upgrading computer software and hardware

This position requires the employee to support systems off hours on a rotational basis due to the 24×7 nature of operations. Occasional travel may be required.

Other job duties as assigned.

QUALIFICATIONS

REQUIRED:

ITIL Certification or aptitude

Microsoft certifications

Network certifications/understanding

Experience in a retail environment or operations

Executive support team experience

Basic project management skills & ability to balance multiple priorities

A/V experience

Experience with Onboarding/Offboarding