Support Services Technician

Steve Madden; New York (NY); On-site; USD 35,817 - 38,572; Full time

Benefits offered by this job

Health and dental insurance

401K

Paid holidays

Generous paid time-off policy

Job summary

An innovative apparel company in New York City is seeking a Support Services Technician responsible for providing technical support to employees across its locations. The role requires excellent customer service skills and IT support experience in a fast-paced environment. Candidates should be familiar with Microsoft technologies and possess strong troubleshooting abilities. The salary range for this position is competitive, offering additional benefits including health insurance and paid time off.

Qualifications

• Basic experience with Microsoft desktop operating systems and Office Automation tools.
• Ability to interact with management effectively.
• Process-oriented approach.

Responsibilities

• Manage service requests from inception to completion.
• Provide timely reports to IT management on critical issues.
• Maintain a high level of customer satisfaction.

Skills

Customer service skills

Strong troubleshooting skills

Excellent written and verbal communication skills

Strong organizational skills

Tools

Microsoft Office 2013/2016

Mobile device support

Job description

General Summary

Support Services Technician is responsible for providing technical support to our employees that reside at various locations throughout the company. Our multi‑site environment consists of 2000+ users and is largely based on Microsoft and Apple technologies. A viable candidate will have basic and relevant experience working for a large company as a Help Desk agent and have demonstrated desk‑side support and customer‑facing skills.

The responsibilities described below are considered essential functions of the role. This position is based in office and requires working on‑site five days per week.

Key Responsibilities

• Basic knowledge of ITIL process
• Customer advocate/Manage service requests from inception to completion within Service Level Objectives (Service Level Management)
• Advanced customer service skill set/ability to meet with users directly, solve their issues, and leave the user with a very positive experience
• Work within an ITIL complaint service request management system
• Maintain a high level of customer satisfaction
• Adhere to our inventory management and change management procedures
• PC Imaging and deployment [Image, inventory, deploy, content migration, user orientation]
• Provide timely reports to IT management (Critical issues, SLO breaches, Service Opportunities, etc.)
• Ability to multi‑task, handle multiple high‑priorities; balance priorities
• Ability to be mobile -- move from building to building
• Must be able to improvise in an acceptable manner in order to react to a pressure situation
• Must be able to work effectively independently, or as a member of a team
• Strong communications and relationship building ability

Job Specific Requirements

Essential Duties Include

• Customer service skills
• Ability to interact with management
• Process oriented
• Excellent written and verbal communication skills
• Strong troubleshooting skills and attention to detail
• Strong organizational and time management skills
• Self‑motivated and reliable

Required Qualifications

• Basic experience with Microsoft desktop operating systems and Office Automation tools (Office 2013/2016 Professional [Word, Excel, PowerPoint, Access], Internet Explorer, etc.)
• Mobile device support (Apple iOS and Android)

The expected base salary for this position ranges from $26.00 - $28.00. Ranges are based on various factors such as relevant skillset, training, years of experience related to the current job description, education, and our organizational structure. In addition to the base salary, Steve Madden offers a competitive benefits package that includes health and dental insurance, life insurance, disability insurance, 401K, paid holidays, a generous paid time‑off policy, and career opportunities within a dynamic team.