Job description

America’s Favorite Jeweler, Ross-Simons (a division of Luxury Brand Holdings) is seeking an IT Support Technician based in our Cranston, RI office. The IT Support Technician will report to the IT Solution Center Supervisor supporting our ~300 users, ranging from Executives to warehouse workers in our Corporate Headquarters and local Warwick Store. We are looking for a team member who is self-driven, collaborative and able to pivot quickly.

Job Description:

• Monitor, update and maintain tickets in the IT ticketing system
• Respond to IT tickets, contact users and schedule when work will be done
• Take ownership of the issue from end to end- from creation through the whole process and then through the resolution to ensure that issue has necessary follow through with end user
• Update tickets with the latest status
• Escalate the ticket to the correct group if the incident cannot be resolved
• Confirm with end user to confirm issues has been resolved before the ticket is “Closed”
• Answer the phone when users call the IT Solution Center, log an IT Ticket & try to resolve the issue while the user is on the phone
• Jewelry Orders currently print on printers in the IT area, we need to quality check these orders and deliver to the warehouse so they can be picked, packed & shipped
• Image and deploy PC’s, laptops & mobile device hardware
• Software installation (based on standard software image and guidelines)
• Set-up in accordance with documentation.
• Troubleshoot software in the Standard Software image & 3rd party applications
• Perform health check on printers, copiers, fax machines, scanners, and video conference equipment & providing reports as needed.
• Training end users on how to operate the equipment as requested, for example MS Teams
• Educate users on how to check to see if paper and toner is adequate. Refill, stock and change as necessary.
• Educate users on how to check to see if equipment is operational (no paper jams, power is on and general health)
• Check stock levels of standard equipment; notify Supervisor team when stock levels are low. For example Checks & Gift certificates
• Conference room sweeps to verify Video Conferencing cabling, equipment settings as per defined checklist
• Hardware management to include, but not limited to -
• Change out hardware components as requested and perform basic data transfers from old hard drive to new hard drive as needed
• Ability to identify whether a failure exists and adequately describe the failure to the manufacturer.
• Receive and asset tag equipment based on the process to include, but not limited to: Laptops, Desktops, Printers, Servers and Misc. Equipment
• Support access to corporate network and applications both on the network as well as over VPN.
• Coordinate execution of tasks with guidance from IT Solution Center representatives

Required Experience

• 3-5+ years of experience in implementing, troubleshooting and supporting end user technologies & services in small to medium sized environments
• ITSM experience preferred
• MS Office 365 experience preferred
• In depth knowledge of Apple Macintosh ’s devices (laptops, desktops, mobile) critical
• Experience with Microsoft SCCM
• MobileIron or equivalent Mobile Defense Management (MDM) software experience with managing mobile devices, configuring mobile policies and deploying mobile applications
• In depth knowledge of key technologies including Enterprise Mobility, Office 365, Collaboration, Messaging, Video Conference equipment and Unified communication
• Good working knowledge of Active Directory
• Must have the ability to resolve complicated technical issues under pressure
• Must have the ability to make explain complicated technical problems in terms non-technical people understand
• Proactive attitude and ability to interact with all levels of end users.
• Must be confident and assuring
• Must be forward thinking and address issues before they become a problem

Shift

• Schedule is 6.30am – 3pm on Mondays and 7.30am – 4pm Tues – Friday

Job Type: Full-time

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