Support Services Technician

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

Benefits offered by this job

Health insurance

Dental insurance

Life insurance

401K

Paid holidays

Paid time off

Job summary

Steve Madden is seeking a Support Services Technician to provide on-site technical support for 2000+ users across locations. The role emphasizes Microsoft and Apple technologies, with desk-side and customer-facing responsibilities in a large corporate setting.

The position requires five days on-site per week, strong communication skills, and a proactive customer-service mindset. Compensation includes health, dental, life, and 401K benefits, plus paid holidays and PTO.

Qualifications

• Basic experience with Microsoft desktop operating systems and Office Automation tools (Office 2013/2016 Professional).
• Mobile device support (Apple iOS and Android).

Responsibilities

• ITIL process knowledge and adherence to service management practices.
• Advocate for customers; manage service requests from inception to completion within SLAs.
• Provide advanced customer service by meeting with users, resolving issues, and ensuring a positive experience.
• Work within an ITIL-based service request system to track and resolve issues.
• Maintain high customer satisfaction across all interactions.
• Follow inventory and change management procedures for devices and software.
• PC imaging and deployment, including inventory, content migration, and user orientation.
• Provide timely reports to IT management on issues, SLAs, and opportunities.
• Ability to multi-task and balance multiple high-priority tasks.
• Be mobile and able to move between buildings as needed.
• Improvise when necessary to handle pressure situations.
• Work effectively independently or as part of a team.
• Demonstrate strong communication and relationship-building abilities.

Skills

Customer service

ITIL knowledge

Desktop support

Communication skills

Tools

Microsoft Windows OS

Office 2013/2016

Internet Explorer

Mobile devices (iOS & Android)

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.