Information Technology Desktop Support

Position Summary

The Desktop Technician is responsible for providing hands-on technical support to end users across all departments—including design, production, operations, sales, logistics, and corporate offices—ensuring that desktop systems, hardware, and software function efficiently and reliably.

This role supports both office and production environments in a fast-paced fashion apparel company that operates wholesale and direct-to-consumer channels. The ideal candidate is customer-focused, detail-oriented, and skilled at diagnosing and resolving a wide range of IT issues.

Key Responsibilities

Technical Support & Troubleshooting

• Provide first- and second-level support for desktops, laptops, mobile devices, and peripherals (printers, scanners, etc.).
• Diagnose, troubleshoot, and resolve hardware, software, and network-related issues for Windows and macOS environments.
• Install, configure, and maintain operating systems, applications, and user profiles.
• Respond to IT support tickets in a timely and professional manner, ensuring minimal downtime for end users.

User Setup & Maintenance

• Set up and deploy new workstations, laptops, and mobile devices for employees.
• Manage user accounts, permissions, and access within Active Directory, Microsoft 365, and other systems.
• Ensure employees have appropriate access to shared drives, network resources, and business systems (ERP, PLM, CRM, etc.).
• Provide onboarding and offboarding support for new hires and terminations.

Hardware & Software Management

• Maintain an accurate inventory of IT assets, including computers, monitors, and peripherals.
• Perform regular system maintenance, updates, and security patches.
• Support the installation and configuration of business-critical software, including Adobe Creative Suite, Microsoft 365, and other industry-specific applications.
• Coordinate with vendors and manufacturers for hardware warranty claims or replacements.

Network & Connectivity Support

• Assist in maintaining local area networks (LAN), Wi-Fi, and VPN connections for office and remote employees.
• Troubleshoot connectivity issues for design, production, and warehouse teams.
• Collaborate with network administrators on configuration and access management.

Documentation & Continuous Improvement

• Document support requests, resolutions, and recurring issues in the company’s IT ticketing system.
• Create and maintain user guides, FAQs, and training resources to promote self-service and efficiency.
• Identify opportunities to improve IT support processes and end-user satisfaction.

Collaboration & Communication

• Work closely with the IT Infrastructure, Systems, and Applications teams to support overall IT operations.
• Provide on-site support at company headquarters, design studio, or warehouse as needed.
• Deliver excellent customer service and communicate technical information in a clear, user-friendly manner.

Qualifications

Education & Experience

• Associate’s degree in Information Technology, Computer Science, or related field (Bachelor’s preferred).
• 2–4 years of experience in desktop support, help desk, or IT technician role.
• Experience in the fashion, apparel, retail, or manufacturing industry is a plus.
• Strong knowledge of Windows 10/11, macOS, Microsoft 365, and Active Directory.
• Familiarity with ERP, PLM, CRM, or WMS systems commonly used in apparel businesses (e.g., NetSuite, BlueCherry, Centric PLM, etc.).
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN).

Skills & Competencies

• Excellent troubleshooting and problem-solving abilities.
• Strong customer service orientation and communication skills.
• Ability to manage multiple tasks and prioritize in a fast-paced environment.
• Detail-oriented with strong organizational and documentation skills.
• Ability to lift and move IT equipment (up to 40 lbs.) and work across multiple physical locations if needed.
• Knowledge of IT asset management and ticketing systems (e.g., Jira, ServiceNow, Zendesk).
• Bi-lingual in Spanish is preferred
• Understanding on how to support AI Applications

Preferred Certifications

• CompTIA A+, Network+, or equivalent.
• Microsoft Certified: Modern Desktop Administrator Associate.
• Apple Certified Support Professional (ACSP) or JAMF certification a plus.