It Support Specialist - End User

IT Support Specialist

Iconic. Approachable. Connected. These are some of the ideas that guide our every day at Janie and Jack. We set ourselves apart with outstanding quality and great care for every detail, from our clothing to our customer service to the people we work with. Are you ready to be a part of the Janie and Jack story?

About the job:
The IT Support Specialist – End User will assist the Business Support Center and store employees across the US with desktop, laptop, tablet, and phone support, including troubleshooting and setup. Additionally, they may help with telecom, network infrastructure, relationship-building with internal users and executive staff, taking ownership of requests, managing tickets, and prioritizing tasks. Needs to be proficient in Windows, Mac, and iOS.

What you’ll do:

• Assists with computer device administration and maintenance, including computer deployment and hardware refreshes.
• Provides end-user support, including license and hardware tracking, upgrades, and configurations for PC maintenance.
• Troubleshoots hardware and software problems, deploying and configuring new laptops, iPads, and iPhones using inTune and Jamf.
• Supports and assists employees with AV systems for both on-site and remote usage, including setup for internal meetings and events.
• Creates accounts for new hires and deploys software to end-users.
• Responds to support requests in the IT helpdesk both in person and via ticketing system.
• Manages and documents inventory for hardware and software, supporting various operating systems and applications. (Windows, Mac, iOS, Android).
• Provides technical coordination for small-scale IT projects, working with organizational managers and network engineers to ensure timely completion within budget.
• Coordinates with Infrastructure Engineers to procure and manage IT assets according to IT Asset Management Policy and Procedures.
• Assists with project planning and implementation to ensure proper infrastructure reliability and performance.
• Installs and configures new printers, deploys machines for new users, and sets up desk phones for new employees.
• Relocates user computers and associated equipment within the office as needed.
• Provides occasional remote assistance to the engineering team and support for Janie & Jack sites.
• Sets up conference room A/V equipment and maintains current inventory of all office IT equipment.
• Participates in after-hours on-call support as needed and provides technical documentation as required.
• Performs other duties and responsibilities as assigned.

What you’ll bring:

• Associate degree in information technology or a related field or demonstrate equivalent experience with a minimum of 2 years.
• Demonstrates communication abilities, both verbal and written, to convey technical information and collaborate with team members and end-users.
• Maintains positive working relationships with all departments to optimize collaboration, teamwork, and communication across the organization.
• Ability to think creatively and approach problem-solving with innovative solutions.
• Strong customer service skills with a focus on delivering high-quality support and assistance to end-users, ensuring their satisfaction and productivity.
• Maintaining accurate records for inventory management.
• Works closely with business units to manage equipment requests and ensure timely fulfillment of IT resource needs.
• Flexible and a willingness to work off-hours as needed to address urgent IT issues or maintenance activities outside of standard business hours.
• Exhibit a high degree of maturity, creativity, and latitude in problem-solving, demonstrating independent judgment in decision-making.
• Collaborates with facilities management to address IT-related requirements and support facility operations.
• Open to occasional travel as required for business purposes, including Store visits, training sessions, or project-related activities.
• Must be able to lift up to 50 pounds when handling equipment or performing tasks.

Why You’ll Love Working With Us:

• The Product—so good, you’ll be using your employee discount more than you probably should.
• The People—ask anyone that works here…we have incredible people on our team.
• The Experience—you’ll enjoy a rewarding career at a respected children’s brand.

Let’s Talk Perks!

• Employee discount at Janie and Jack
• Paid holidays and flexible time off
• Generous Health Savings Account (HSA) employer contributions for individuals and families
• Flexible Spending Accounts and commuter benefits
• Life insurance
• Extensive 401(k) plan with company matching
• Medical, dental, vision, and life insurance*
• Employee Assistance Program with resources like financial and legal assistance, childcare and elderly care, emotional work/life counseling, health, and wellness resources, travel assistance

Actual starting pay for this role is determined by a wide array of factors including but not limited to qualifications, experience, relevant skills,, education, and geographic location. Employees are offered a variety of benefits to empower them with the resources and flexibility they need to enjoy success on the job and to live a healthy life. Full-time employees are eligible for medical insurance, dental insurance, vision insurance, health and dependent care FSA, life/ad&d insurance, short term and long term disability, commuter benefits, pet benefits, tuition reimbursement, paid time off and 401(k) including matching. All employees are eligible for employee discounts and EAP Resources. All regular, full-time Brand Support Center employees are eligible for the annual discretionary bonus plan.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.