Location: New York, NY

Job Summary

In this role, you will be working closely with our IT team to assist in streamlining internal processes, assist with IT projects and technical support, and learn about our IT operations. The IT Generalist is responsible for day-to-day technical support (hardware, network, etc.) in support of Carhartt WIP’s external managed IT support team. The role is in primary support of the NY Corporate office with remote support of all other North American locations (retail stores and showrooms). Additionally, this role will assist the application / solution team with application support (as needed, to be trained). This role requires strong interpersonal skills, organization, adaptability, and ability to learn multiple disciplines within the IS&T framework. The candidate must be based in New York City, reporting to the Director of IT.

Core Responsibilities

• Provide Level 0 / Level 1 support for corporate HQ, retail, showroom & remote users to troubleshoot day-to-day technical/procedural issues.
• Perform a broad range of IT support services: Hardware (PC and Mac, computer peripherals – monitors/keyboards/etc., office hardware – printers/VC cameras and TVs), Software (productivity apps – Google Workspace / MS Office Suite including Teams, VOIP system, VPN), and Technologies (networking, email, etc.) in line with departmental standards.
• Organize IT tools by utilizing corporate ITAM solution, maintaining up-to-date information for all IT assets.
• Define and streamline internal IT processes. develop instructional documents and videos detailing IT policies and procedures, hardware, software, and technical services, while offering training to new users.
• Participate in technology implementations such as: workstation upgrades; planning, testing, and deploying technology; and integration with backend and departmental services.
• Assist in troubleshooting (enterprise or otherwise) application issues.
• Ensure support adheres to agreed service levels and departmental guidelines, using the ticketing system for accurate service request documentation. Assist in establishing SLAs and rolling out to the broader business community.
• Act as a ‘Boots on the ground’ resource for and collaborate with Carhartt WIP’s Managed Service IT team.
• Collaborate with managed service partners and internal team members to contribute to efforts to develop, design, implement, and continuously improve systems.
• Be available for after-hours support for end-users.
• Undertake any other duties as assigned

Requirements / Qualifications

• A minimum of one year of experience in IT-related helpdesk support.
• Bachelor's degree in computer science, information technology or a related discipline.
• Extensive working knowledge of Windows and Mac OS, as well as MS Office / G-Suite applications.
• Foundational knowledge of general networking.
• Experience or certification with ITIL and help center solutions.
• Experience installing and supporting cloud-based applications.
• Ability to tackle problems, simplify complex issues, and seek out new opportunities
• Strong customer service skills, both in-person and digitally.
• Exceptional communication skills, problem-solving acumen, and technical writing ability.
• Familiarity with remote management solutions.
• Attention to detail
• In-depth knowledge of the IT asset lifecycle.
• Ability to work independently and as part of a team.
• Strong written and verbal English language skills are essential.
• Must be able to vacillate between disparate tasks effectively.
• Must possess logical thinking and problem resolution. Must be able to differentiate between critical problems and minor user issues.
• Demonstrated productivity, ability to prioritize and manage time, while following procedure.
• Experience with Retail / Apparel companies is a plus.
• Must be available to work outside of standard business hours, as needed.
• Compensation: $55,000 – 65,000

To Apply

Please send your resume and cover letter to usacareers@carhartt-wip.com with subject line "IT Generalist".

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.