Desktop Support Technician

Cole Haan; Greenland (NH); On-site; USD 50,000 - 75,000; Full time

Job summary

A leading company in the fashion industry is seeking a Desktop Support Technician to provide comprehensive support for desktop equipment in a fast-paced environment. The ideal candidate will have strong communication skills and relevant IT support experience in a mixed PC and Mac environment.

Qualifications

• 2+ years relevant IT experience or combination of schooling and experience.
• Experience managing Apple and Windows products using mobile device management.
• Basic knowledge of Active Directory and group policy.

Responsibilities

• Provide support for Apple products and Microsoft Windows PCs.
• Troubleshoot connectivity and manage help desk ticketing system.
• Collaborate with IT partners for end user support.

Skills

Communication

Troubleshooting

Problem-solving

Multitasking

Education

Bachelor’s degree

Tools

Microsoft Teams

Microsoft Intune

SCCM

JAMF

Job description

Description

The Desktop Support Technician will report to the Senior Manager, End User Computing and will be responsible for performing routine maintenance and support of desktop equipment. We are looking for a candidate with excellent communication skills and a desire to build relationships and a focus on customer service. An ideal candidate should have relevant experience in a mixed PC and Mac environment and be comfortable working in a fast-paced environment supporting Product, Design, and Marketing teams.

CORE ACCOUNTABILITIES:

• Provide full support for a wide range of Apple products using mobile device management
• Learn and support collaboration tools such as Dropbox, Miro, GSuite, and Slack
• Support specialized peripherals such as pen displays, high end printers and plotters
• Administer Microsoft Windows PCs and Microsoft 365 (Office, OneDrive, Teams)
• Manage On-Premise and Azure Active Directory users and computers, folder permissions and group policy
• Perform troubleshooting of basic connectivity issues with wireless and wired networks
• Effectively manage all work using a help desk ticketing system, including ticket queues for quick incident/Request resolution
• Recognize and communicate trending end user technical issues and security incidents
• Regularly collaborate with the help desk and other IT partners to support end users
• Conduct onsite hands-on support for the infrastructure and security teams as needed
• Support web conferencing meetings using various hardware and software configurations
• Work closely with the Security team to secure end user devices and the office network
• Troubleshoot and manage endpoint security and disk encryption technologies

Qualifications

QUALIFICATIONS:

• Bachelor’s degree, 2+ years relevant IT experience, or a combination of schooling and experience.
• Proven analytical, troubleshooting, multitasking and problem-solving skills
• Experience managing a wide range of Apple and Windows products using mobile device management technologies
• Working knowledge of Microsoft Windows and Microsoft 365 (Office, OneDrive, Teams)
• Basic knowledge of Active Directory users and computers, folder permissions and group policy
• Exposure to Microsoft Intune, SCCM or other software installation and patching tools
• Experience with Microsoft Teams Phone Support
• Experience with OKTA Support
• Ability to effectively communicate priority, status, and expectations to end users including VIPs
• Ability to work independently and escalate as needed
• Mac and/or Microsoft related industry certifications are a plus
• JAMF certification is a plus

This position is not available to be performed in Colorado.

As an Equal Opportunity Employer, Cole Haan is committed to meeting the spirit as well as the letter of the law. We have been, and continue to be, committed to Equal Opportunity Employment and equal treatment of all qualified individuals -- regardless of race, color, sex, national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, veteran status, disability, or any other factors that are not job related.