Job description

Help Desk Support

The Right Fit is Important

If you believe in high-quality and teamwork, you and Capezio/Ballet Makers are a perfect match! Since 1887, we are the nation’s largest manufacturer, wholesaler and retailer of women’s, children’s and men’s dancewear, recreational and performance clothing and footwear. We seek a qualified candidate for our Totowa, NJ headquarters.

Capezio Support Network infrastructure spans the globe. Candidate will be responsible for providing remote technical support to US, UK, HK and AU Office employees, as well as providing support to the employees in the retail stores. Support includes both Software and Hardware issues. Candidates for Help Desk support position should have experience with desktop hardware, software applications, operating systems and network connectivity.

MAJOR DUTIES/RESPONSIBILITIES:

· Functions as the key contact for all requests from a broad range of users for technical support at a designated location. Provides consultation and support; communicates effectively to convey complex technical information.

· Prioritizes and appropriately escalates issues to assure timely problem resolution. Carries out fact-finding and analysis of problems; determines most effective problem resolution procedures. Suggests, tests, implements, and evaluates solutions.

· Coordinates and interacts with other IT members and functions as a liaison between IT department and users to communicate end-user needs and ensure effective solutions are implemented.

• Analyzes and resolves computer hardware, software and network issues, repairs user workstations, modifies configurations, replaces faulty components and rebuilds complete systems on a variety of platforms.
• Maintains records of work activities and documents recurring, difficult or complex problems; identifies trends, recommends solutions and resources.
• Coordinates contact with vendors as needed to assist with support activities.

KNOWLEDGE, SKILLS, and ABILITIES:

· Computer hardware support. PC Desktops and Laptops.

· Apple hardware and software support.

· Office Software and Application support. MS Windows v7 thru v10. MS Office suites.

· Hardware Peripherals support. Printers, Handheld scanners.

· Customer service-oriented and proactive in anticipating and resolving problems while optimizing efficient use of computing resources.

· Creating user accounts and monitoring access control based on company policies.

· Printer hardware and software support.

· A/V setup of conference rooms for video calls.

· Understanding of server environments.

· Understanding of network concepts, TCP/IP, DNS, DHCP, etc.

· Knowledge of system backup tools.

· Support of retail environment and point of sale system.

EDUCATION and/or EXPERIENCE:

· Bachelor's degree in process or an Associate Degree, Current A+ Certification.

· Experience providing Local and Remote end user support both for Windows OS, Antivirus Applications, Microsoft Office, Windows Active Directory, MAC OS.

· Understanding of TCP/IP and Local Area Network Architecture.

· Experience with PC and Laptop device management and support, Hardware problem troubleshooting and component replacement. Software Application installation, configuration and troubleshooting.

· Printer hardware maintenance, management and support.

· Experience Supporting mobility Devices (e.g. iPhones, Android, Tablets etc.).

· Customer service and communication (written and verbal) skills.
Candidate must be a self-starter who can take initiative, work independently and still be part of the support team. Have good time management skills and an excellent work ethic. Be able to provide and maintain accurate status reports and documentation.

· Ability to troubleshoot complex issues.

Salary $44,000-$55,000 plus competitive benefits package (healthcare, dental, 401k, employee discounts and more!)

Email resume and cover letter. Equal Opportunity/Affirmative Action Employer

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Experience level:

• 1 year

Schedule:

• Monday to Friday

Work Location: In person

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