Facility IT Support Lead — Desktop & Network Troubleshooter

Gildan; Jacksonville (FL); On-site; USD 50,000 - 65,000; Full time

Job summary

Gildan is seeking an IT Support role to coordinate the local IT desk and deliver end-to-end technical assistance to business personnel and equipment. The incumbent will be the main IT contact at the Jacksonville facility, interfacing with the Global IT organization on projects, testing, and implementation.

Responsibilities include incident analysis, desktop support, asset management, and collaboration with facility management to plan IT equipment readiness during high seasons.

Qualifications

• Provides leadership and technical assistance for E-mail, cell/phone system, basic computer needs and trouble-shooting.

Responsibilities

• Perform primary analysis for incidents and requests to the Global Service-Desk.

Skills

IT support

Desktop support

Windows 10

MS Office 365

Communication

Problem solving

Team collaboration

Education

HS Diploma + 5 years experience

Tools

SCCM

SEP

AD

ServiceNow

MS Office

LAPS

Job description

The opportunity

Coordinates IT Technical Support and the operations of the local IT Support Desk to maintain technical support for business personnel and equipment. Provides leadership and technical assistance to facility personnel pertaining to E-mail, cell/phone system, basic computer needs, trouble-shooting issues, contact for local service providers and acting as the main IT contact at assigned facility. Provides technical assistance to other groups within the Gildan IT organization on project development, testing, and implementation.

The role

• Perform primary analysis for incidents and request sent to the Global Service-Desk.
• Provide desktop support services and guidance to customers and team members
• Maintain local hardware and software inventories
• Gather all required information and provide first level support for incidents and requests
• Primary analysis and data gathering of information for Application incidents
• Manage and supervise IT related issues at assigned facility.
• Attend DC Management meetings to discuss projects and users’ IT related issues.
• Plan and manage additional readiness of IT equipment and services during high season (Holiday season)
• Act as the main contact for our Global IT department at assigned facility.
• Work closely with facility management team as well as the IT manager to assist in implementation of projects, procedures, policies, and goals
• Evaluate device connectivity, Internet and MPLS circuits and traffic. Work closely with our operation center and telecom group to troubleshoot and fix any issues related to RF, wireless, Internet and MPLS connectivity.
• Be the facility IT contact for vendors and service providers. Coordinate services, repairs, upgrades, or moves of our data and voice circuits as needed.
• Schedule and supervise the service maintenance of IT UPS, generator, and safety equipment.
• Provide support on RF uptime connectivity at assigned facility by providing configuration and troubleshooting for scan guns and truck mount RF devices.
• Provide technical support on Manhattan, JDE and E1 applications on issues related to users’ accounts, Label printers’ setup and operation. In addition to time clocks support and configuration.
• Administer cell phone accounts for users at the assigned facility.
• Perform other duties as assigned to meet business needs.

The requirements

• Education/ Experience
  • High School Diploma + Minimum of 5 years of relevant experience OR University degree
• Knowledge and Skills

• Requires technical/specialized knowledge of methods, techniques, systems, and processes in one field
• Applies basic knowledge developed through education
• Problem Solving and Complexity
• Identifies and solves problems with many precedents covering most situations
• Primary contact for technical / specialized input
• Identifies and resolves immediate problems affecting team with available assistance

• Leadership, Planning, and Organizing

• Organizes most aspects of own work according to pre-established deadlines and priorities
• Works collaboratively with team members to deliver outputs

• Communication

• Explains, requests and may interpret specific information pertaining to technical / specialized area
• Identifies potential shortfalls / opportunities and proposes solutions in delivering services
• Provides occasional guidance to others
• May be asked to respond to standard and routine requests from external contacts
• Explains, requests, and interprets information of a specialized nature

• Impact of Decisions

• Short-term decisions are made within prescribed guidelines and may affect efficiency of others
• Receives instructions, guidance, and direction from others
• Supervision of progress and results

• Additional Skills:
  • 2-3 years’ experience within a help desk environment preferred.
  • Extensive knowledge of Account Management, File & Security permissions.
  • Extensive knowledge of Mobile Device services and Management tools.
  • Minimum two years working experience with Windows 10. Mac OS is a plus.
  • Excellent knowledge of MS office suite and Office 365
  • Must be comfortable with all facets of PC, laptop hardware, setup, and maintenance, including installation and configuration of hard drives, NICs, printers, and other PC accessories.
  • Experience working with and troubleshooting the following software is a plus: SCCM. SEP, AD, Service Now, Client Access, MS Office, LAPS.
  • Company sponsored A+ certification required within 6 months of employment.
  • Strong communication skills, both written and verbal.
  • Strong analytical and problem-solving skills, and person management skills, basic understanding of Warehouse Management Systems.
  • Ability to analyze user calls and issues to effectively resolve issues.
  • Ability to work and perform well under pressure, flexibility in adapting to change environment.
  • Knowledge of Service-Now, incident management tool is an asset.
  • Availability for uncommon working schedule (ex: Shift schedule).
  • Occasional overnight and local travel to other locations may be required.