Job description
Job Description
TechStyleOS is currently looking for an Retail Service Desk Technician, New Store Deployments
How Do You Fit In?
As a Retail Service Desk Technician, New Store Deployments you will be responsible for managing day-to-day operations related to our new store deployments. This would include but not be limited to the following locations: HQ (El Segundo), Fabletics, Savage x Fenty, Yitty, and remote users. The ideal individual will provide tier 1 and 2 technical support for all reported incidents (break fix’s) and requests (hardware, software or access). Additionally, a Retail Service Desk Technician, New Store Deployments must be able to work independently and as part of a 5-technician team. Lastly, this individual must be proficient in both Windows OS and Mac OSX, as well as all Microsoft Office applications.
This is a critical role within the organization and requires good customer service skills and prioritization skills. Success will be measured by problem-solving skills and the ability to evaluate and resolve a wide variety of reported incident types.
This position will report to the Supervisor, of Retail Service Desk New Store Deployments based in Louisville, KY.
As a Retail Service Desk Technician, New Store Deployments you will be responsible for managing day-to-day operations related to our new store deployments. This would include but not be limited to the following locations: HQ (El Segundo), Fabletics, Savage x Fenty, Yitty, and remote users. The ideal individual will provide tier 1 and 2 technical support for all reported incidents (break fix’s) and requests (hardware, software or access). Additionally, a Retail Service Desk Technician, New Store Deployments must be able to work independently and as part of a 5-technician team. Lastly, this individual must be proficient in both Windows OS and Mac OSX, as well as all Microsoft Office applications.
This is a critical role within the organization and requires good customer service skills and prioritization skills. Success will be measured by problem-solving skills and the ability to evaluate and resolve a wide variety of reported incident types.
This position will report to the Supervisor, of Retail Service Desk New Store Deployments based in Louisville, KY.
What you will do:
- Embody our culture and values through a high degree of self-accountability acting as a model for all team members both internally or externally.
- Work with cross-functional teams such to provide timely and responsible outcomes to needs and requests
- Execute strict deadlines with new store deployments
- Configure and deploy all technology for new stores
- Travel to new store openings to perform and support tech installs as needed
- Manage calls with third party vendors to support remote installs for all new store openings
- Maintain accurate inventory for all hardware
- Assist in managing ticket queues and routing tickets to the appropriate technicians for resolutions when required
- Provide tier 1, 2 and 3 technical support
- Troubleshoot: PC/Mac hardware, peripherals and communication devices
- Provide software support, including but not limited to, OSX, iOS, Android, Windows 10, MS Office 365, Adobe Creative Cloud JAMF, and all propriety software
- Provision and deploy: PC/Mac hardware, peripherals and communication devices
- Logs and tracks issues using IT service management system, and maintains history records and related problem documentation
- Research and troubleshoot unfamiliar errors using an online knowledge base and other resources to effectively identify and resolve problems
- Participate in writing and organizing documentation: team documentation, end user how-to guides and other information that will be used in IT Service Desk knowledge base for future support
- Contribute in team projects and tasks
- Perform routine preventive maintenance checks
- Support special meeting events, video and teleconferences
- Keep peers / manager informed of trends, significant problems and delays, customers informed of global problems or scheduled downtime, and customers updated on status of reported problems or projects
- Ensure the timely resolution or escalation of assigned service desk tickets to minimize impact to the users
- Adhere to team processes, procedures, policies and job aids
What you can bring:
- 1-3 years of experience in corporate IT technical support role
- Ability to socially interact with Customers, Employees and Business Partners inside and outside of the business.
- Ability to work with large teams setting personal and professional goals for themselves and others.
- Great interpersonal skills, a positive attitude, and the ability to thrive in a fast-paced environment
- Have a high degree of comfort dealing with ambiguity, including the ability to take initiative when an opportunity provides itself.
- Self-motivated, a good communicator with an innate ability to bring the best out in others.
- The ability to multi-task, set priorities and work well under pressure.
- This position involves constant moving, talking, hearing, reaching, grabbing, and standing for at least two consecutive hours. May occasionally involve stooping, kneeling, crouching, and climbing ladders.
- Strong knowledge of PC and Mac hardware and software
- Working knowledge of Active Directory, Azure AD, Exchange Mailbox administration, Microsoft Office Suite, JAMF, Microsoft Teams, Sharepoint, Group Policies
- Experience with NTFS and file share permissions
- Experience with TCP/IP Suite
- Experience with AV technology
- Experience with the following Operating Systems - Windows and Mac OSX, iOS & Android
- Ability to multitask in a dynamic environment
- Experience working in a team-oriented and collaborative environment
- Willingness to work irregular and overtime hours on occasion, as needed
- Travel Required
- Excellent attitude and willingness to learn
- Excellent oral and written communication skills to explain complex technical resolutions to end users
- Strong problem-solving skills and critical thinking
- Lifting computers and peripherals
- Certifications are a plus: (CompTIA A+, Network +, MCSA, CCENT, ITIL)
- Prior experience client management tools are a plus: (Meraki, JAMF, Jira Service Desk, Cherwell, LogMeIn,)
- Applicants must be 18 years of age or older and fully vaccinated against COVID19
What we offer:
- 401K match
- Annual Bonus Plan
- Competitive Pay and Equity Structure
- Flexible Discretionary PTO
- Health & Wellness Benefits
- Learning & Development opportunities
- And more!
Where we are:
- This role will be based in out of our Louisville, KY Fulfillment Center
#LI-SD1
About TechStyleOS
TechStyleOS is the globally integrated Operations and Services provider behind some of the fastest growing online fashion brands in history, including Fabletics, Savage X Fenty, JustFab, ShoeDazzle, and FabKids. With capabilities spanning technology, data science, supply chain management, fulfillment, customer service, and more, we help brands launch, scale and grow—across product categories and geographically. From predictive analytics to data-driven marketing and attribution, our unique approach is powered by our proprietary, end-to-end tech platform that enables the brands we serve to deliver a level of personalization, value, and satisfaction that are unrivaled in the fashion industry.
Fabletics, Inc. is an equal opportunity employer. We recruit, employ, compensate, develop, and promote regardless of race, national origin, religion, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, and other protected status as required by applicable. At Fabletics, Inc., we champion a vibrant workplace culture that thrives on diversity law and do not tolerate discrimination or harassment. We are one team from many backgrounds, innovating through diversity of individuals, who are driven by passion for creating an inclusive space for all. Fabletics, Inc. will continue to champion a workplace culture that prizes diversity and inclusivity.
We encourage you to apply regardless of meeting all qualifications and/or requirements.
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