IT Support Specialist

Company Overview

From its humble beginnings in Biella, Italy in 1911 to its historic introduction of color on the tennis court in the 1970s, FILA has always remained committed to making a statement about individuality, power, and style through product that is both novel in aesthetic and effective in function. While the brand’s offerings were originally intended for those defiant of expectations in sport, it was only natural that limit-challengers and subculture creators everywhere would soon recognize FILA as an aspirational beacon.

It was the introduction of the Original Tennis shoe in 1984 that catapulted FILA from its reputation as an authentic athletic brand into a genuine lifestyle icon. As the era’s most legendary hip-hop artists and fashion players embraced the shoe and the street-savvy apparel collections it inspired, it became clear to all that FILA was synonymous with the courage to create a lasting mark in whatever world you compete. Athlete or not, this was a brand as bold and breakthrough as its wearers – a brand to truly make your own.

After over 46 years of paving the way in “sport-style,” FILA continues to inspire new generations with modern looks crafted from its DNA – a game changing heritage both on and off the court.

Role Overview

Join Fila USA IT as an IT Support Specialist and become an essential part of our team, ensuring the smooth operation of our desktop and laptop configurations. This dynamic role offers the opportunity to work with a diverse range of technologies and requires adaptability, excellent interpersonal skills, and a passion for efficient problem-solving. You will be at the forefront of addressing support incidents, challenges, and business requests, all while communicating solutions effectively to both technical and non-technical users

Located in Towson, MD

Hybrid: Four (4) days per week in-office, One (1) day remote

Responsibilities

• Configure and support PCs, telephone systems, wireless networks, and related peripherals in compliance with departmental standards.
• Address end-user software and hardware issues, provide training to new users, and escalate complex problems as necessary.
• Manage the installation of computers, printers, and device accessories.
• Utilize the Helpdesk ITSM for accurate asset management, ensuring all IT assets are up-to-date.
• Assist in setting up conference rooms for screen connections.
• Resolve LAN access and connectivity issues for end-users, escalating when
• Develop instructional documents and videos detailing IT procedures and
• Deploy application/software updates to Windows and Mac devices through Intune and Kandji
• Incorporate sustainability into processes, standard operating procedures, and business practices.
• Provide guidance to peers on incidents and clearly document technical issues for end-users.
• Respond promptly to time-sensitive challenges.
• Ensure support services adhere to agreed service levels and departmental guidelines, documenting service requests accurately in the ticketing system.
• Be available for after-hours support for end-users.
• Travel between Fila USA locations as required to provide on-site support.
• Take on additional duties that align with your skills and capabilities.
  
  

Qualifications

• Minimum of one year of experience in IT-related helpdesk/desktop support.
• A degree in Information Technology & Services or a related field.
• Strong customer service skills, both in-person and digitally.
• Exceptional communication skills, problem-solving abilities, and technical writing skills.
• Comprehensive understanding of computer support and troubleshooting.
• Familiarity with troubleshooting for Windows and MacOS.
• Support for Microsoft products, including AD/AAD, Office/M365, Windows 10, and Windows Servers.
• Support for Apple products, including MacOS and iOS apps.
• Basic knowledge of general networking.
• Familiarity with remote management solutions.
• Experience with ITSM and help center solutions.
• Knowledge of PowerShell/scripting.
• Experience with PRTG.
• Troubleshooting skills for desktop applications like Adobe Creative Suite and LogMeIn.
• Experience with Intune.
• Experience with Kandji.