Overview
Skills
Job Details
Our client, a leading retail company, is seeking a bilingual (Spanish/English) IT Support Specialist to provide comprehensive technical assistance, primarily for in-store handheld devices. This role requires a strong blend of technical expertise, problem-solving skills, and exceptional communication.
The position is based in the greater NY/NJ area and requires weekly in-person presence at the customer's HQ on 5th Avenue in NYC. Flexibility is key, as the role involves supporting West Coast hours virtually on some days and a shifted schedule on Fridays to cover West Coast stores (11 AM - 8 PM EST).
Key Responsibilities:
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Technical Support: Provide in-person, phone, and Microsoft Teams support to stores, with a primary focus on handheld devices (PDAs, iPods, iPads, Bluebird, Zebra).
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Asset Management: Configure devices, receive and evaluate inbound packages, maintain accurate inventory in CMDB, and process RMAs efficiently.
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Ticket Management: Filter, assign, and update daily tickets, actively decreasing aged tickets while managing new requests.
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Collaboration: Proactively communicate with colleagues via Teams and follow up with stores to ensure timely ticket closure.
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Documentation: Maintain detailed records of support activities, solutions, and create user guides/FAQs.
Required Skills & Qualifications:
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Bilingual Proficiency: Must be fluent in reading, writing, and speaking Spanish and English to communicate with the IT team and interpret technical documents.
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Technical Acumen:
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Proficiency in hardware, software, and networking.
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Experience with devices like Bluebird, Zebra, iOS, NCR, Toshiba.
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Familiarity with operating systems and tools such as Remedy, Zabbix, Maquetador DAM, CMDB, Remedy Asset Manager, and Power BI.
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Knowledge of MS Office and Google Workspace.
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Preferred but not required: Previous IT Support Helpdesk experience and familiarity with Microsoft OS W10, MS Office 365 Suite, iOS, and Android OS.
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Problem-Solving: Strong analytical, troubleshooting, and diagnostic abilities to efficiently resolve technical issues.
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Communication: Excellent verbal and written communication, with the ability to explain technical concepts clearly to non-technical users.
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Organizational Skills: Highly organized with strong time management, prioritization, and the ability to handle multiple requests in a fast-paced, high-pressure environment.
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Customer Service: A strong customer service ethos, demonstrating patience and empathy.
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Team Collaboration: Ability to work both independently and as part of a team.
Work Environment & Expectations:
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On-site Presence: Required in NYC HQ M-Th, 9 AM - 6 PM.
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Friday Schedule: Virtual work, 11 AM - 8 PM EST, to cover West Coast stores.
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Personal Equipment: Must have your own laptop/desktop.