Support Services Technician

stevemaddencareers; New York (NY); On-site; USD 36,000 - 39,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

401K

Paid holidays

Paid time off

Career opportunities

Job summary

Steve Madden is seeking a Support Services Technician to deliver on-site technical support to employees across multiple locations in the New York area. The role supports 2000+ users, primarily with Microsoft and Apple devices, and requires strong customer-facing skills.

You will troubleshoot desktop OS, Office applications, mobile devices, and participate in ITIL processes, inventory, and deployment tasks. This is an on-site, five-day-a-week position with opportunities for growth within a

Qualifications

• Basic experience with Microsoft desktop operating systems and Office tools.
• Mobile device support for Apple iOS and Android.
• Strong customer service and communication skills.

Responsibilities

• Provide technical support to 2000+ users across multiple sites.
• Respond to service requests and manage SLAs.
• Image, inventory, and deploy PC equipment.
• Communicate effectively with users and IT management.

Skills

Microsoft Windows

Office Suite

Mobile device support

Job description

Who We Are:

Steve Madden is a global fashion company known for its innovative, trend-driven footwear, accessories, and apparel. Founded in 1990 in Queens, New York, the company has grown from a footwear startup into a globally recognized fashion organization with a portfolio of leading brands, including Steve Madden, Kurt Geiger London, Dolce Vita, Betsey Johnson, Carvela, Blondo, and ATM.

With a presence in more than 80 countries, Steve Madden operates across wholesale, retail, e-commerce, licensing, and private label businesses. The company is driven by creativity, individuality, and a fast-paced entrepreneurial spirit, bringing fashion-forward products to consumers around the world.

General Summary:

The Support Services Technician is responsible for providing technical support to our employees that reside at various locations throughout 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

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/Hr - $28.00/Hr. 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.