Support Services- Desktop Lead

Join the Pacsun Community Pacsun is dedicated to delivering an exclusive collection of the most relevant brands and styles to a community of inspired youth. Through partnerships with brands such as adidas, Brandy Melville,Essentials Fear of God, our own brands, and many more. Our Pacsun community believes in and understands the importance of using our voice, platform, and resources to inspire and bring about positive development. Our program PacCares supports and partners with organizations that align with our internal and external initiatives surrounding mental health, diversity, and equality. Join the Pacsun Community. Learn more here: LinkedIn- Our Community About the Job: The Support Services Desktop Lead will take the lead in providing technical support to corporate and store users through diagnosis, repair, maintenance, installation of computers and related equipment. This is a full-time position with occasional evening and/or weekend work required during periods of high volume specific to computer support and peak retail season. The ideal candidate has a strong commitment to delivering exceptional customer service, and operates as a lead by performing supervisory duties for designating workloads, ticket assignments, work schedules, and enforcing company policy. A day in the life, what you’ll be doing: Assists Sr. IT Support Services Manager with recommending areas for efficiency and improvement. Assists Sr. IT Support Services Manager with maintaining hardware inventory levels. Proactively advises Sr. IT Support Services Manager about potential escalation needs and trends before these become large issues. Performs limited project management duties to make sure multi-user changes (intern hires, hardware refreshes, etc.) are managed to completion within time and budget. Analyzes tickets in ServiceNow for trends and provides key metrics for hardware failure and improvement. Provides white glove technical assistance to executives and board members as required. Provide Desktop/Laptop support on the following applications: Cisco VPN, Enterprise E-mail systems, Microsoft Office Suite, Internet Explorer, Firefox, Client Access, Windows OS, Macintosh OSX, Adobe software suite and other specialized department specific software. Hardware troubleshooting PC and Mac desktops and laptops. Inspect malfunctioning PC and Mac hardware, software, or components; analyze cause and plan repair procedures; establish a schedule of preventive maintenance to ensure optimum performance of equipment. Provide remote access and support of VPN, and Broadband access. Troubleshoot network problems and diagnose client connectivity issues and support of mobile computer devices. Active Directory and enterprise e-mail systems user administration. New hire setups and office moves. Troubleshoot and work with diverse types of peripherals (printers, scanners, webcams, external storage etc.) Provide end user documentation and training. There is no routine on-call rotation and after-hours support at this time, but occasionally emergency calls may be needed during off hours. Install Virus/Malware software and troubleshooting, including Windows patch management. Occasional assistance with taking inbound calls for IT Support Desk during peak periods. Other duties as assigned. What it takes to Join: 3-4 years of experience working in a corporate IT environment supporting end users of all levels. Must be able to carry and lift computer equipment up to 50 lbs. and push carts up to 100 lbs. Excellent knowledge of desktops, laptops, network printers and other peripherals. Experience assisting remote users via e-mail or telephone. Strong familiarity of Microsoft Software such as Windows OS, Office 365, and Visio Strong Familiarity with MacOS and other related Apple products Experience in troubleshooting common enterprise software such as Anti-Virus, Cisco VPN and Adobe Software suites. Experience with Active Directory and O365 User Administration. Experience with managing software/hardware deployments. Ability to work well with all levels of staff and management. Ability to manage multiple tasks and projects. Strong self-learner with the ability to learn and deploy new skills quickly. Strong organizational and follow up skills. Work with Sr. Technicians and/or Supervisor to escalate and resolve issues. Strong research and analytical skills. A flexible work schedule to accommodate projects and other needs which may include work outside of normal work hours and weekends. Excellent oral and written communication skills. Microsoft Certificates or CompTIA Certificates preferred. Salary Range: $61,381 – $70,235 Pac Perks: Dog friendly office environment On-site Cafe On-site Gym $1,000 referral incentive program Generous associate discount of 30-50% off merchandise online and in-store Competitive long term and short-term incentive program Immediate 100% vested 401K contributions and employer match Calm Premium access for all employees Employee perks throughout the year Physical Requirements: The physical demands described here are representative of those that are required by an associate to successfully perform the essential functions of this job. While performing the duties of this job, the associate is regularly required to talk or hear. The associate is frequently required to sit; stand; walk; use hands to finger, handle or feel; as well as reach with hands and arms. The associate must frequently lift and/or move up to fifteen pounds and occasionally lift and/or move up to thirty-five pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus. Ability to work in an open environment with fluctuating temperatures and standard lighting. Ability to work on a computer and mobile phone for multiple hours; with frequent interruptions. Required to travel in elevator or stairwells to attend meetings and engage with associates on multiple floors throughout building. Hotel, Airplane, and Car Travel could be required, but not typical of the role. Position Type/Expected Hours of Work: This is a full-time position. As a National Retailer, occasional evening and/or weekend work may be required during periods of high volume. This role operates in a professional office environment and routinely uses standard office equipment. Other Considerations: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the associate for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodation may be made for qualified individuals with disabilities to enable them to perform the essential functions of the role.