IT Support Specialist Job at Carhartt WIP (Work In Progress) in New York

Base pay range

$80,000.00/yr - $100,000.00/yr

Summary:

Carhartt WIP North America is seeking a highly motivated IT Support Specialist to provide technical support for our end-users. The role will establish, maintain and optimize our Helpdesk Operations and enhance our infrastructure environments, with support from our Global Technical team and outsourced IT Managed Service Partner. The successful candidate will support a wide range of technology initiatives & objectives - including Corporate and Store Network and Security, Identity Governance and Access Management (IGA & IAM), and SaaS apps and hardware maintenance. The ideal candidate will have prior experience with helpdesk support, ticketing systems, and a wide variety of operating systems and information technology. The IT Support Specialist reports directly to the Director of Enterprise Systems and I.T. This position is based in our New York City HQ with an in-office presence required Tuesday through Thursday.

Core Responsibilities:

• Provide IT technical support to end-users, both on-site and remotely
• Monitor and manage help desk tickets for head office, stores and remote offices; coordinating with the Global IT team when needed, ensuring adherence to service level agreements (SLAs).
• Establish and maintain the WIP North America helpdesk solution with L0 and L1 responsibilities; engage with partners for L2 escalation.
• Diagnose and resolve technical issues related to hardware, software, conference rooms, office networks, and applications.
• Assist with onboarding and off-boarding of users, leading new employee onboarding sessions, and ensuring on-time delivery of hardware and access.
• Manage the procurement of IT hardware and software (Mac / HP, POS, Meeting room, peripherals) and configuration via MDM tool; maintain inventory of IT assets.
• Maintain technical documentation - write knowledge base how-to articles to support and educate employees.
• Develop and implement new IT policies and processes required to support continued growth and innovation; enforce IT security policies.
• Become the go-to resource for questions on collaboration & business tools such as Microsoft, Google Workspace, Slack and Asana.
• Support network connectivity at our head office, stores and remote showrooms in different time zones.

Requirements / Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred)
• 2-4 years of experience in technical support within an enterprise setting.
• Demonstrable knowledge of working within a support role on a ticketing system in a high-pace environment supporting a cloud infrastructure.
• Extensive knowledge of macOS and Windows operating systems, Google Workspace and Slack platforms.
• Proven experience with ticketing and helpdesk systems such as Jira, Asana, Freshdesk.
• Solid experience with Microsoft tools (Admin, Intune, Entra, Sharepoint, etc).
• Strong technical skills with IGA and IAM platforms (Okta, Entra)
• Strong technical skills with networking and security
• A self-starter ability to multitask, prioritize issues based on severity and work independently
• Excellent communication, written and verbal. Ability to communicate clearly with users directly via email, chat, and video conferencing
• Technical project management skills with excellent attention to detail and follow through
• Critical thinking with strong problem-solving and troubleshooting abilities
• Ability to work independently and prioritize multiple initiatives, anticipate business needs, and assess and mitigate risks
• Natural problem solver who enjoys identifying ways to make things better
• Team player with a "no task is too small" attitude.

Additional Information:

• Location: Full time at our Soho NY office. Hybrid work schedule, mandated to be in office Tuesday through Thursday.
• Reporting Structure: Direct report to the Director of IS&T

Compensation: $80K - $100K

Carhartt WIP USA is an equal opportunity employer and is committed to creating an inclusive work environment with a diverse and talented team. We consider, hire, train, promote, and compensate regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status