IT Technician - HQ

Fashion Nova•Beverly Hills, CA

41d•Onsite

About The Position

The Fashion Nova IT team is focused on initiatives that transform Fashion Nova into a highly collaborative, mobile, and productive workforce. As the IT Technician you will help the Service Desk to continuously improve the delivery of service and support to the company, handling day-to-day IT operations, from hardware setups to account troubleshooting, while always providing the best-in-class client-side support. You will be a technical contact for some computing systems, enterprise applications, and will participate with user onboarding and projects throughout the year.

Requirements

Three plus years of experience in Computer Science, Engineering or related disciplines or equivalent education experience
System administration in Linux, Microsoft, or other network related fields are a plus
Working knowledge of virtualization, VMWare, or equivalent
Experience with One Log In, Slack, Mosyle, Mas360, JAMF, Intune & Trend Micro, scripting and automation tools (a Plus)
Speaking and presentation skills to deliver end user training along with support
Experience in both MAC OS and Windows environments. Work experience of the following applications: Google Suite/Workspace, Zoom, AD and Mobility
Understanding of IT Service Management including the ITIL framework
Ability to create effective documents, systems operating procedures & FAQs
Knowledge of systems and networking software, hardware, and networking protocols
Audio Video skills – projection, audio, recording and editing a plus
Experience supporting Windows and Apple operating systems, related experience in imaging Windows systems
BA|BS degree or equivalent work experience.
English, additional language(s) an advantage.

Responsibilities

Support Apple and Windows devices across the enterprise using Jira Service Desk ticketing system
Support Zoom Communication services including Zoom Phone, Zoom Rooms, Zoom Softphone and all related presentation AV services
Mobile support including iPhones and tablets
Hardware refreshes for multiple platforms
Proficient in scripting and performing mass deployments (UPDATES AND SECURITY PATCHING)
Document key application functions, admin processes and report on service status
System imaging process to replicate Windows hardware configurations
Tend to the incoming requests via the ticketing system to address problems and resolve issues in a timely manner with limited disruption
Perform ongoing support operations and continuously refine end user documentation
Create documentation for the Service Desk staff for planning, implementing, testing, rolling out upgrades, updates, and replacement hardware to the enterprise
Achieve support SLA’s “Mean Time to Resolve” (MTTR)
Escalate support issues to vendors, follow up and resolve them in a timely manner
Partner with other business functions to evaluate, prioritize and resolve new issues & problem scenarios
Collaborate with other technical and functional teams to document and support business rules, system operating procedures
Help cross train staff and increase productivity through positive reinforcement and hands-on training