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THE PURPOSE:
The IT Help Desk Technician is responsible for the support and administration of our corporate hardware and desktop applications, including remote support/administration. The candidate will work as part of the True Religion IT team to provide installation, configuration, troubleshooting/maintenance, and support of desktops, printers, and mobile devices per company standards. The position also requires assisting with the installation and troubleshooting of telecommunications (VoIP, plain ordinary telephone lines, video conferencing systems, and local data circuit connectivity).
THE ROLE:
- Perform in-person and remote troubleshooting.
- Onsite Hands-on and remote installation, configuration, and troubleshooting of:
* Desktop hardware systems, including attached peripheral devices
* Office printers & copiers
* Supported mobile devices
* VoIP system and handsets
* Office video conferencing system
* Wireless connectivity, VPN connectivity
- Determine the best solution based on the issue and details provided by customers.
- Work with remote employees on the problem-solving process over the phone.
- Provide technical support for distribution center workstations, printers, copiers, and wireless devices.
- Deploy system changes to stores and corporate devices using TRBJ approved system tools.
- Use TRBJ IT approved tools for troubleshooting, configuration, deployment, and monitoring.
- Escalate unresolved issues to the next level of support personnel.
- Log calls/incidents/outages in TRBJ Help Desk System, resolve within department service level agreement times.
- Work as a team member with other technical staff, such as networking to ensure connectivity and compatibility between systems.
- Write and maintain system documentation (IT procedures and user FAQs) and system problems and resolutions for future reference (root cause and NOC notifications).
- Maintain confidentiality with regards to the information being processed, stored, or accessed by the network.
- Assist in acclimating new employees to TRBJ technology and desktop/office systems to aid in productivity.
YOU ARE:
- Someone tech-savvy.
- Have a good understanding of computer systems, mobile devices, printers, and other tech products.
- Must be able to communicate with non-technical users and write user-friendly instructions.
- Must be able to work effectively in a team environment.
- Have strong time management skills.
- Are customer-oriented and cool-tempered.
- Are willing to work early morning, late evening, or weekend shifts as required.
REQUIRED MINIMUM EXPERIENCE:
- High School Diploma or equivalent required.
- 3 years of hands-on PC, MAC, and iOS experience.
- CompTIA A+ Certification or equivalent experience.
- Minimum of 1-year experience with JIRA or similar ticketing system.
*
PREFERRED EXPERIENCE:
- Associate Science Degree / Technical certification.
- MCSA or Apple certifications.
- Airwatch experience.
- Active Directory and Outlook profile experience.
- Imaging software experience, particularly WDS and MDT.
- ShoreTel VoIP or Polycom video conferencing experience a plus.
- Retail Point of Sale systems experiences a plus.
Job Type: Full-time
Pay: $25.00 - $35.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
Schedule:
- 8 hour shift
- Evening shift
- Monday to Friday
- Weekdays
- Weekends as needed
Ability to commute/relocate:
- Gardena, CA 90248: Reliably commute or planning to relocate before starting work (Required)
Work Location: In person
