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About the Role
The Support Services Technician is responsible for providing technical support to employees across various company locations. The role operates within a multi-site environment of over 2000 users, primarily utilizing Microsoft and Apple technologies. A successful candidate will have prior Help Desk experience and demonstrated desk-side support and customer-facing skills.
Responsibilities
- Basic knowledge of ITIL process
- Manage service requests from inception to completion within Service Level Objectives
- Work within an ITIL complaint service request management system
- Maintain a high level of customer satisfaction
- Adhere to inventory management and change management procedures
- PC Imaging and deployment including image, inventory, deployment, content migration, and user orientation
- Provide timely reports to IT management on critical issues, SLO breaches, and service opportunities
- Ability to multi-task and balance multiple high-priority tasks
- Ability to move between buildings
- Ability to improvise in pressure situations
- Ability to work effectively independently or as part of a team
Requirements
- Basic experience with Microsoft desktop operating systems and Office Automation tools (Office 2013/2016 Professional, Internet Explorer, etc.)
- Mobile device support (Apple iOS and Android)
Skills
- Advanced customer service skills
- Strong communications and relationship building ability
- Customer service skills
- Ability to interact with management
- Process oriented
- Excellent written and verbal communication skills
- Strong troubleshooting skills and attention to detail
- Strong organizational and time management skills
- Self-motivated and reliable
Location
- On-site
Work Type
- On-site
- Full-time
Experience Level
- Help Desk agent experience
- Basic experience
Salary/Compensations
- $26.00/Hr - $28.00/Hr
Benefits
- Health and dental insurance
- Life insurance
- Disability insurance
- 401K
- Paid holidays
- Generous paid time-off policy
- Career opportunities
About the Company
- Steve Madden is a global fashion company known for its innovative, trend-driven footwear, accessories, and apparel.
- Founded in 1990 in Queens, New York, the company has grown into a globally recognized fashion organization with a portfolio of leading brands.
- The company operates across wholesale, retail, e-commerce, licensing, and private label businesses.
- Steve Madden is driven by creativity, individuality, and a fast-paced entrepreneurial spirit.