IT Support Specialist
FILA - Towson, MD
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Join Fila USA IT as an IT Support Specialist and become an essential part of our team, ensuring the smooth operation of our desktop and laptop configurations. This dynamic role offers the opportunity to work with a diverse range of technologies and requires adaptability, excellent interpersonal skills, and a passion for efficient problem-solving. You will be at the forefront of addressing support incidents, challenges, and business requests, all while communicating solutions effectively to both technical and non-technical usersLocated in Towson, MDHybrid: Four (4) days per week in-office, One (1) day remoteConfigure and support PCs, telephone systems, wireless networks, and related peripherals in compliance with departmental standards.• Address end-user software and hardware issues, provide training to new users, and escalate complex problems as necessary.• Manage the installation of computers, printers, and device accessories.• Utilize the Helpdesk ITSM for accurate asset management, ensuring all IT assets are up-to-date.• Assist in setting up conference rooms for screen connections.• Resolve LAN access and connectivity issues for end-users, escalating when needed.• Develop instructional documents and videos detailing IT procedures and applications.• Deploy application/software updates to Windows and Mac devices through Intune and Kandji.• Incorporate sustainability into processes, standard operating procedures, and business practices.• Provide guidance to peers on incidents and clearly document technical issues for end-users.• Respond promptly to time-sensitive challenges.• Ensure support services adhere to agreed service levels and departmental guidelines, documenting service requests accurately in the ticketing system.• Be available for after-hours support for end-users.• Travel between Fila USA locations as required to provide on-site support.• Take on additional duties that align with your skills and capabilities.Essential Experience:• Minimum of one year of experience in IT-related helpdesk/desktop support.• A degree in Information Technology & Services or a related field.• Strong customer service skills, both in-person and digitally.• Exceptional communication skills, problem-solving abilities, and technical writing skills.• Comprehensive understanding of computer support and troubleshooting.• Familiarity with troubleshooting for Windows and MacOS.Desirable Experience:• Support for Microsoft products, including AD/AAD, Office/M365, Windows 10, and Windows Servers.• Support for Apple products, including MacOS and iOS apps.• Basic knowledge of general networking.• Familiarity with remote management solutions.• Experience with ITSM and help center solutions.• Knowledge of PowerShell/scripting.• Experience with PRTG.• Troubleshooting skills for desktop applications like Adobe Creative Suite and LogMeIn.• Experience with Intune.• Experience with Kandji
Created: 2024-09-07