IT Technical Support I or II

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

The IT Support Technician will perform a variety of duties supporting Peter Millar’s user base and act as a tier one support for basic network infrastructure. This position is responsible for tier 1 support and ensures proper escalation of all advanced issues directly with the IT team and vendors when applicable. The IT Support Technician will work with the business to coordinate interoperability, customization, and upgrade planning for all application systems. This position will partner with stakeholders to develop training materials and guidelines for the business.

This role will work between both the RTP and Raleigh location.

ESSENTIAL FUNCTIONS:

• Provide technical support for Windows and Mac computers - H/W & S/W
• Support of remote staff including VPN troubleshooting
• Build new Windows and Mac computers for onboarding and upgrades.
• Work with End Users to migrate from old computers to new.
• Troubleshoot Mac OS and application issues - specifically after OS upgrades.
• Perform antivirus scans/updates and patching.
• Work with business to develop and maintain asset equipment replacement program.
• Prepares and maintains appropriate written documentation for systems, infrastructure, maintenance logs, and procedures.
• Support office phone systems and company-provided cell phones.
• On call availability.
• Identifies, investigates and resolves end user challenges with computer software and hardware or escalates appropriately.
• Maintains knowledge of technology trends and innovations.
• Collaborates with escalation points to explain errors. 
• Provide tier 1 application support for primary systems while ensuring SLAs are met.
• Coordinate advanced troubleshooting with application service providers.
• Ensure interoperability between and within systems.
• Champion new application/upgrade projects.

COMPETENCIES:

• Ability to adapt to a highly entrepreneurial environment and respond to changes quickly.
• Strong problem-solving and critical thinking skills with focus on driving positive results to the bottom line.
• Detail oriented, strong organizational and time management skills.
• Self-motivated.
• Able to maintain and build effective relationships with cross-functional teams.
• An understanding of DNS, DHCP, and VPN concepts.
• Strong analytical and communication skills.
• Demonstrated project planning skills.
• Understanding of basic networking principles.
• Excellent customer service skills.

DESIRED EDUCATION AND EXPERIENCE:

• Bachelor’s Degree in Computer Science or Information Systems strongly preferred.
• At least 2-3 years of experience in both applications and networking.
• At least 2-3 years supporting Windows and Mac computers.
• Experience in a customer facing role.
• Experience with office operations, general Windows OS, and Microsoft Office products required.
• Experience troubleshooting computer and printer hardware issues.
• Experience working with applications that have a database backend preferred.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!