IT Support Technician

Gildan•Jacksonville, FL

About The Position

Coordinates IT technical support and local IT Support Desk operations, maintaining technical support for business personnel and equipment. Provides leadership and technical assistance to facility personnel on email, phone systems, basic computer needs, troubleshooting, and local service providers, while serving as the main IT contact at the assigned facility. Also assists other groups within Gildan IT with project development, testing, and implementation. The role provides first-level desktop and application support, manages local IT issues, equipment and inventories, and coordinates connectivity, vendor services, equipment maintenance, and facility readiness. It supports users and operations across tools and systems including RF devices, Manhattan, JDE, E1, time clocks, and mobile devices.

Requirements

High school diploma and at least 5 years of relevant experience, or a university degree.
Technical or specialized knowledge of methods, techniques, systems, and processes in one field.
Basic knowledge developed through education.
Ability to identify and solve problems with precedents covering most situations, and to resolve immediate team problems with available assistance.
Ability to organize work according to established deadlines and priorities and collaborate with team members.
Ability to explain, request, and interpret technical or specialized information; identify service shortfalls or opportunities and propose solutions; and provide occasional guidance to others.
Strong written and verbal communication skills.
Strong analytical, problem-solving, and people-management skills; basic understanding of Warehouse Management Systems.
Ability to analyze user calls and issues and resolve them effectively.
Ability to work under pressure and adapt to a changing environment.
Availability for uncommon working schedules, such as shift schedules.
Company-sponsored A+ certification required within 6 months of employment.
Minimum two years’ working experience with Windows 10.
Comfort with PC and laptop hardware, setup, and maintenance, including installing and configuring hard drives, NICs, printers, and other PC accessories.

Nice To Haves

2–3 years’ experience in a help desk environment.
Extensive knowledge of account management and file and security permissions.
Extensive knowledge of mobile device services and management tools.
Knowledge of Mac OS.
Experience with SCCM, SEP, AD, Service Now, Client Access, MS Office, and LAPS.
Knowledge of Service-Now incident management tool.
Occasional overnight and local travel to other locations may be required.

Responsibilities

Perform primary analysis for incidents and requests sent to the Global Service Desk.
Provide desktop support services and guidance to customers and team members.
Maintain local hardware and software inventories.
Gather required information and provide first-level support for incidents and requests.
Perform primary analysis and gather information for application incidents.
Manage and supervise IT-related issues at the assigned facility.
Attend DC Management meetings to discuss projects and users’ IT-related issues.
Plan and manage additional readiness of IT equipment and services during the holiday high season.
Serve as the main contact for the Global IT department at the assigned facility.
Work with facility management and the IT manager to assist with implementing projects, procedures, policies, and goals.
Evaluate device connectivity, Internet and MPLS circuits, and traffic; work with the operation center and telecom group to troubleshoot RF, wireless, Internet, and MPLS connectivity issues.
Act as the facility IT contact for vendors and service providers, coordinating data and voice circuit services, repairs, upgrades, and moves as needed.
Schedule and supervise maintenance of IT UPS, generator, and safety equipment.
Support RF uptime connectivity by configuring and troubleshooting scan guns and truck-mount RF devices.
Provide technical support for Manhattan, JDE, and E1 application issues related to user accounts, label printer setup and operation, and time-clock support and configuration.
Administer cell phone accounts for users at the assigned facility.
Perform other duties as assigned to meet business needs.