Retail Helpdesk Administrator

Company Introduction

The La Jolla Group is a worldwide leader in the action sports apparel business segment with a fast paced, high energy environment that is continually on the move. With prominent brands such as O’Neill, ATWYLD, Mountain Khakis, Sol Angeles, PSD Underwear and Hang Ten, La Jolla Group has proved to be a builder of great brands, a creator of innovative products, and a master of operational excellence.

We offer awesome discounts on our clothing brands, early release Fridays (2:00pm), occasional employer provided lunches, year-round fun events as well as a full benefits package! We believe our employees are our strongest asset and invest in their growth by focusing on developing their strengths.

General Summary

The Opportunity:

•To be a welcomed member of a larger team.

•To bring partnership and "can do" attitude to move organization from good to “Great”!

•To feel accomplishment, overcome difficult, messy, but solvable problems.

The ideal Candidate:

•Likes to impact the business scoreboard.  "Business first, technology second".  

•Optimistic: "we can probably do that".  Sarcasm and pessimism not allowed!

•Proactive advisor: "it might work even better if..."

We are looking for an experienced support professional that has hands on experience with PCs and Macs, likes to take on new challenges, and can research and resolve complex issues. As the Retail Help Desk point person, you’ll troubleshoot, resolve, and document user issues for our 16 retail stores, and coordinate with IT management, Retail management, and third-party support providers for advanced support and large-scale projects.  

When not focused on retail you’ll provide support for company supported applications and hardware, escalate issues as needed, and maintain the hardware inventory for our on-site and remote workforce. On-site support also includes the warehouse shipping stations hardware and software. Beyond help desk duties you’ll help maintain SOPs, create knowledgebase docs, install and configure IT equipment, and work on other project-based initiatives. With a wide array of physical and virtual hardware, IT software tools, and cloud-based projects, you’ll have opportunities to grow in virtually any area that interests you..

Essential Job Functions

• Provide timely, friendly, and professional first level support for 18 retail stores (and growing), warehouse, office environment, and remote users
• Oversee the Retail Pro Software and maintain any updates that need to be applied
• Primary contact for any Retail emergencies that arise.
• Provide proactive resolutions to ongoing Retail problems.
• Manage SCCM environment and keep up to date with software releases.
• Manage Jamf Cloud environment and relates support issues.
• Monitor and reply or escalate support requests received through Help Desk process
• Active ownership of issues and outages to ensure involved people are kept up to date
• Document troubleshooting and resolution steps
• Create new users and deploy their workstations. Complete all steps to properly configure and document the user profile, software, A/D      profile, Office 365, and systems they need access to
• Install, configure and maintain desktops, laptops, printers and other workstation related hardware
• Raise individual and team performance by meeting SLA goals, participating in IT related projects and assisting others on IT team as needed
• Provide recommendations to IT management for security, compliance, or process improvement
• Maintain documentation on company assets, processes, policies
• Act as technical liaison between Retail team and third-party support
• Provide computer, phone, Office 365, VPN orientation to new company staff
• Communicate regularly with senior IT on open issues and projects
• Perform hardware and software installations for retail locations (CA, NV, FL)
• Maintain warehouse related hardware and software (scan guns, Zebra printers, etc.

Required Knowledge, Skills, and Abilities

•  At least 5 years relevant work experience supporting >100 user environment
•  Independent trouble shooting skills
• Ability to use general discretion when problem solving elevated, complex issues.
• Aptitude for providing excellent customer service
• Excellent communication, problem solving skills and telephone etiquette
• Ability to use Help Desk standards and follow guidelines, as well as help others interpret policy
• Strong troubleshooting skills on unfamiliar technologies
• Ability to lift 40 lbs
• Ability to work in awkward positions for short periods of time
• Working vehicle for travel to SoCal retail stores
• Ability to travel to retail locations and stay multiple days as needed

Supporting our retail stores requires a wide range of skills, the more you have the better:

• Retail Pro V9.4 point of sale system, server and client functions
• Windows 10, including file sharing, group policies, network configuration
• Point of sale hardware (cash drawer, receipt printer, scanner, touch display)
• Sonicwall firewalls (VPN, Static DHCP, Routes, NAT, Firewall rules)
• Advanced internet service troubleshooting
• Speakers/Amp wiring
• Security cameras, DVR/NVR installation/configuration
• Cat 5e/6 wiring (patch panel and jack punch down)
• Comfortable with IT hardware installation/configuration at new store

Experience supporting these technologies preferred for our office environment:

• Windows 10 and Mac operating systems
• Microsoft Office 365 administration
• Microsoft Office suite of applications, including Teams, SharePoint and OneDrive
• Powershell or other scripting language
• Adobe Creative Cloud suite
• Full Circle
• VMWare and Microsoft RDS
• LogMeIn, Jamf, RMM, Samanage, or other web-based IT tools

Communication Skills

• Must have demonstrated abilities in active listening
• Effective written and verbal skills

Attitude

• Must convey a business-first, proactive, and “we can do that” approach to end-users and management

Required Education and Experience

• At least 5 years technical experience supporting Windows, Mac and Retail environments
• Familiarity with a wide range of hardware and software
• Experience supporting a retail store environment
• Information Technology degree or relevant certifications

Physical Requirements

Seeing: Must be able to see well enough to read reports.

Hearing: Must be able to hear well enough to communicate with customers, vendors and employees.

Standing/Walking: Must be able to move about company building.

Climbing/Stooping/Kneeling: Must be able to stoop or kneel to pick up products.

Lifting/Pulling/Pushing: Must be able to lift up to 40 pounds.

Fingering/Grasping/Feeling: Must be able to type and use technical sources.

La Jolla Group provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification. Equal employment opportunity includes, but is not limited to, hiring, training, promotion, demotion, transfer, leaves of absence, and termination. La Jolla Group takes allegations of discrimination, harassment, and retaliation seriously and will promptly investigate when such behavior is reported.

Note: The statements herein are intended to describe the general nature and level of work being performed, but are not to be seen as a complete list of responsibilities, duties, and skills required of personnel so classified. Also, they do not establish a contract for employment and are subject to change at the discretion of the employer.

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