Location: New York, NY

Job Summary

The Helpdesk Technician will be responsible for providing daily technical support to the NY Corporate office and North American retail stores and showrooms. This position will be responsible for the review and resolution of internal help desk tickets across a broad range of IT support services, including network and IT infrastructure. This role requires strong interpersonal skills, organization and adaptability. The candidate must be based in New York City, reporting to the Director of I.T.

Core Responsibilities

• Provide first level support for corporate HQ, retail, showroom & remote users to troubleshoot day-to-day technical/procedural 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.
• Perform a broad range of IT support services: PC and Mac, mobile device, software, VOiP system, VPN, video conference, Office 365, Google Drive & email in line with departmental standards.
• Partner with Global IT to create and maintain Active Directory - manage user accounts, security applications, and workstation configurations.
• Utilize the Helpdesk ITAM for accurate asset management, maintaining up-to-date information for all IT assets; assist with imaging and configuring equipment.
• Develop instructional documents and videos detailing IT policies and procedures, hardware, software, and technical services; offering training to new users and escalating complex issues as necessary.
• Oversee the installation of computers, printers, and device
• Participate in technology implementations such as: workstation upgrades; planning, testing, and deploying technology; and integration with backend and departmental services.
• 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-
• Undertake any other duties as assigned

Requirements / Qualifications

• A minimum of one year of experience in IT-related helpdesk/desktop 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 applications.
• Strong customer service skills, both in-person and digitally.
• Experience or certification with ITIL and help center solutions.
• Experience installing and supporting cloud-based applications.
• Ability to tackle problems and seek out new opportunities.
• Ability to simplify complex issues.
• Exceptional communication skills, problem-solving acumen, and technical writing ability.
• Foundational knowledge of general networking.
• 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 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 overtime, as needed.
• Compensation: $55,000 – $65,000

To Apply

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

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.