Help Desk Support Specialist - New York

Job Title: Help Desk Support Specialist

Department: Operations – Information Management

Reports to: Senior Director Information Management

Location: New York

Status: Full Time

Position Summary:

Reporting to Senior Director Information Management, the Help Desk Support Specialists are responsible for supporting office and remote users with their system and software, providing technical support to our Field Support Team, and liaising with our IT vendor on network projects. As part of a team, they monitor the daily tickets and respond to user issues in a timely manner. Additional responsibilities include helping the IM team with testing upgrades to our proprietary software and app.

Key Responsibilities:

Help Desk Support

• Set up systems for new hires and provide new hire training on laptop and software
• Maintain inventory of IT equipment; both in office and that with remote users
• Provide first line of response for users requiring assistance with system or software issues
• Troubleshoot reported bugs and implement corrections
• Provide support to Field Support team by assisting with tickets as needed
• Escalate severe issues to Senior Director Information Management or IT vendor as needed
• Recognize deficiencies in systems and recommend effective solutions
• Perform routine software installation and upgrades
• Develop and conduct ongoing trainings and instruction for system users on operating systems and other applications; assists users in maximizing use of company’s technology

Software improvements and app testing

• Test new features for functionality and to locate bugs, supply detailed testing notes to development team
• Train employees on new features

Required Skills and Experience:

• 4-year degree; IT certification, or advanced degree a plus
• Minimum 2-years’ experience in a Help Desk role
• Excellent verbal and written communication skills
• Strong troubleshooting skills
• Ability to quickly learn and understand new systems and technologies
• Knowledge of the retail industry a plus
• Ability to work independently with minimal supervision
• Ability to work on multiple tasks and prioritize accordingly
• Excellent project management skills
• Strong communication skills
• Attention to detail is a must
• High level of professionalism; ability to remain calm during stressful situations
• Experience setting up and troubleshooting Windows and Mac laptops
• Knowledge of iOS and Android devices
• Experience with Active Directory, Office 365, and Teams
• High-level proficiency with Outlook, Word, PowerPoint, Excel and other standard business software
• Experience with Zoom conference and phone
• Although this is a Help Desk role, knowledge and/or experience with servers, networking, security policies a plus
• Knowledge of new and emerging technologies a plus

Company Description:

Winston Retail is theleading service agency that provides retail merchandising and demo support,environmental design, and project management. Our passionate, talented,and hard-working team is responsible for retail presentations for top fashion,image, and lifestyle brands. We specialize in apparel, footwear andaccessories and work with clients such as Under Armour, The North Face, HugoBoss, and many others. For additional company information, please visit ourwebsite: www.WinstonRetail.com