FILA

IT Support Specialist

FILA New York, NY

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.
  • Seniority level

    Mid-Senior level
  • Employment type

    Full-time
  • Job function

    Information Technology
  • Industries

    Sporting Goods Manufacturing, Consumer Goods Rental, and Retail

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